I’ve read about the experiences of so many consumers with the substandard they received from GTT, and even though I’ve had my fair share, I never thought it would reach to the level I’m about to share with you and your readers.
My experience began when I applied for the ‘Blaze’ service during GTT’s anniversary celebration.
I received a promotional text message for 50% off the ‘Blaze’ installation and a link to follow where I can apply online. I followed the link and submitted an application. Within two hours I received a call informing me that the service wasn’t available in my area (Phase 3 Providence). I enquired from the person on the other end if I will still be eligible for the 50% discount, and after putting me on hold, she returned and informed me that she consulted with her supervisor and “yes”, I would be given the discount (I have the voice recording on my phone ).
In the first week of March, a team of GTT’s representatives visited the area, where they did house-to-house registration, and after explaining that I had already submitted an application online, they left with the promise that my service would have been installed within 14 days.
The following day I received a call from a representative informing me that the area wasn’t ready, since additional groundwork needed to be completed
On March 13, I noticed that one of my neighbours, who lives a few houses away, had his ‘Blaze’ service connected. I called GTT and was told that they couldn’t find my application. I gave my reference number and was told that maybe it’s with the ‘Blaze’ department. Persons around me were being connected every day, and after being back and forth, where almost every day I called or did their live chat, I made a request to speak to someone from the ‘Blaze’ department.
I spoke to someone who identified herself and informed me that there wasn’t any equipment available, and that they were expecting a new shipment in the new week. I informed her that I would be leaving the country the following week and would like to have the service installed before I left, so that I could have my security cameras installed and working before I left. On March 28, my service was installed.
Sometime in April I did GTT’s live chat to enquire about my bill, since I did not receive any, and was told that I had to wait until May 4th when a bill would be generated. I received a bill for $37,514 on May 7th and immediately enquired via live chat. The representative that I spoke with noticed the error in the billing and informed me that this amount would be reduced to $28,515. I left the country on May 13th and my service was disconnected.
On June 4, I received another bill with an amount of $59,073. I did the live chat and was promised by the representative that this amount would be adjusted.
An adjustment was made to the account which reduced the balance to $41,075. Bear in mind, I only used the service for 42 days. Again I did their live chat, and was informed that even though my service was disconnected, I was required to pay the Monthly Recurring Fee (MRF) which is my subscription fee of $12,560.00 every month for one year, which is stated in the contract I signed.
That’s the most ridiculous thing I’ve ever heard. That’s like you having to pay consumption charges on water/electricity even though your service is disconnected. I enquired about termination of my service and was told that with early termination of service, you are required to pay two months of your MRF in advance – so now I’m basically tied into a contract and having to pay for a service I’m not using.
This is why we need liberalization of this sector. GTT continues to hold us at their mercies and we are left with nowhere to turn. How can you pay for a service even after it’s disconnected, and when there are disruptions in the service the consumer is not compensated in any way or form?
I sent an email on June 6, to the ‘Blaze’ Manager, and at the time of writing this letter, I was still to receive a response.
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