Last year my wife purchased a cellular phone from a Movistar dealer in Colombia and signed up for prepaid service. Everything worked great at first.She left Colombia on April 25, 2007 and took her phone with her. She returned to Colombia on Nov 4, and purchased a card to add funds to the prepaid phone.
She was not allowed to add funds to the card. She went to a MoviStar office in Barranquilla and was told that the problem was she had converted to a contract wiht a monthly billing on Aug 20, 2007 and never paid the bill.
Therefore, she is unable to add funds to the prepaid phone, or otherwise place any calls from it. MoviStar claims that she was called on Aug 20 and agreed to the monthly billing. Not a likely event since the phone was not in their service area and she never spoke to them (and she is only visits Colombia occassionally, would have no interest in such a plan).
I called MoviStar in Spain at: +34 680013300 and was told to try to Colombia office at: +57 1-650-0000 (and another number in Spain that seemed to be a very confused customer). At their office in Bogota I was told a different story.
I was told that after you don't use your phone for 3 months, you lose the number. That's fine, except the number that worked on April 25, still works for receiving calls. I was told that they would check into it and call my wife.
She's still waiting and still can make any calls.
Maybe MoviStar would like to make a response here.
We recently relocated to Tunja Colombia and were told that MovStar has the best system and terrific customer service. What we found was Hell beyond Hell.We transferred several cellphones to my corporate account and requested a specific plan that allows unlimited calling within the corporate structure. They have such a plan. Unfortunately, they screwed up everything and want to charge us for something other than promised. Additionally, they have yet to resolve the issues or respond appropriately. Furthermore, they refused to provide us with a copy of the contract, since day 1.
I contacted the 444 customer service line and spoke to a representative in english. Explained to him the situation. He provided me with 2 e-mail addresses in order to forward him soecific documents to start the process of correcting this tremendous problem. I did send them several times and requested a read receipt each time. Nothing has happened. The following is the e-mail:
This is a resend of the original e-mail. I am again requesting a read receipt of this e-mail. The original e-mail was resent on October 17th, 2008. Receipt is attached.
Warmest Regards,
L. Dean
President/General Manager
American Enterprise
An International Company – Fast Food, Assessors of Legal Documentation Preparation, Business Consultation and English Learning, International Investigations – Dedicated to the Recovery of Missing Children and Persons
Grow your Business in Colombia
USA Number
USA Fax
PBX
Colombia
Colombia Cell
@gmail.com
The information contained in this email is CONFIDENTIAL and/or privileged, including attachments. This EMAIL and ATTACHMENT is intended to be reviewed by only the individual named in the body of the above email. If the reader of this EMAIL is not the intended recipient or a representative of the intended recipient you are hereby notified that any review, dissemination, or copying of this EMAIL or the information contained, including ATTACHMENTS, is prohibited. If you have received this EMAIL in error, please immediately notify the sender by telephone and return this EMAIL to the sender at the address above. Thank you.
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From: L. Dean [mailto:@gmail.com]
Sent: Friday, October 17, 2008 2:01 PM
To: 'dinna.diaz@telefonica.com.co'
Cc: 'Servicio Web Telefonica'
Subject: Attn: Juan Pablo Gonzalez
Importance: High
Dear Mr. Gonzalez;
As you have requested, attached are copies of the documents I have and as presented to Bridgette at the Tunja Office. I have also elected to contact Mr. Gonzalo Fernandez de Angulo, Chairman of the Service Quality and Customer Service Committee to the Telefonica Group in Spain. I am awaiting a response from his office as well as from a formal complaint issued through Telefonica web site in Spain.
As outlined to you in our telephone conversation, I presented all of the required documentation to the Tunja Office of Movistar for a corporate account along with several documents related to the transfer of 5 specific cellular numbers. Specific arrangements were made as to the 5 cellular numbers as to the dates that the numbers would be transferred. Furthermore, there were specific discussions as to the plans per cell phone and it was VERY clear that all phones were to have Unlimited Inter-Corporate Calling. Bridgette, the corporate representative for Movistar, was to provide me with a copy of the contract prior to submission for approval. She failed to do this, and failed to provide us with a copy of the completed contract. She had not finished filling out the contract in its entirety at the time stating that the contract had to be approved first.
Problems as outlined are also VERY clear. As you will clearly see in the attached documents, American Enterprise is in my name and the NIT is noted in the Chambers. This coincides with the NIT provided to me by DIAN. As you review the account information, you will see that Movistar has input my company name and assigned to a different individual. You will further see that the cedula also assigned to the account is mine. Additional review of the account will show that the numbers were not transferred as requested, and the plans are not as outlined by me in front of 4 witnesses. Furthermore, 1 cellular has not yet been transferred, yet that person is listed as the company owner in your system. Yet, the billing is coming to me directly.
As it is suppose to be and as discussed with Bridgette.
American Enterprise – L. Dean , Owner
Since Julio 2002, Tunja, Boyacá, Colombia South America
NIT: 0000000-5
C.E. 000000
Assignments and Plans:
REMOVED TO PROTECT CORPORATE INDIVIDUALS
I learned about these disturbing problems when Mrs. was curious as to why she did not have minutes left in her plan while she was primarily calling within the corporation. She was rudely notified that she would have to change her plan to illimtado, yet she was responsible for the upcoming billing for the overages. She contacted Bridgette who had transferred to Duitama due to the Office closure in Tunja. We went to another office nearest the old office in Tunja where we attempted to add a line. We learned that the account was not set up correctly with my company name and information. We also learned that there were other issues as I had outlined.
It is absolutely necessary that this matter be resolved as soon as possible. I have taken other steps as discussed here as well as formalized communications with the General Manager for Tunja and have asked that another member of this company, contact Tony in Bogota, VP of Client Services (?) at extension 29161 at Telefonica Corp in Bogota. I am not only seeking to have these matters addressed and corrected at this time. I am seeking to have the accounts properly affixed in the plans requested, Account information be corrected. The cellular numbers be assigned be correctly. Additionally, myself and Mr. require phone upgrades and will be adding another line to the company account. We would expect a generous discount on the phone upgrades as a result of the tremendous problems we have encountered with Movistar in this matter. The delay in being able to add the 6th line has cost my company time and money. My time in addressing this matter has also taken from company matters unnecessarily. We also require that the current billing be corrected on all numbers to reflect the original intentions of this account.
Be there no mistake in this. It makes absolute good business sense to have all corporate numbers in the unlimited calling plan as well as establishing the specific rate plans outlined. The whole intent of having the corporate plan with Movistar was to take advantage of the unlimited calling feature within the corporate structure to save money. Had I known that there would be issues in the handling of the account by Movistar representatives in Bogota and Tunja. I would have opted for another carrier. I see that Telefonica enjoys advertising “Quality Customer Service”. I have yet to experience it here in Colombia. I have had the fortunate experience of Telefonica Subsidiaries in the United States as have close contacts of mine in the Business Networking and Information Technology Industries there. Many of them former clients of mine whose businesses continue to thrive even under these poor economic times as a result of my consultations.
If Telefonica wants to grow its business ventures here in Colombia, then living up to the Quality Customer Service it promotes is tantamount to its success here. Having to close offices due to financial issues says allot about its current level of services here.
At this point we consider this matter fraud and a matter of regular practice of Telefonica owned MoviStar. We have given them a final opportunity to respond and correct the matter by 12 pm today. We intend to refer this matter to the authorities for investigation as we have learned that other persons and companies have been treated in like kind.
Comment #7 carlos armando ospina vallejo at 04/13/09 23:52
