On July 19, 2013, the online top-up method was used to apply credit to my Digicel phone. The message that followed clearly stated: "You have received JMD800 with Digicel Online Top Up. Your balance is $818.18. Online top-ups of $800 or more get up to 200% bonus.1206# to check bonus".
I proceeded to check my bonus credit, like I have always done after applying the credit. However, to my surprise, there was no bonus credit. I continued checking until the following day. Still no bonus credit.
The customer service representative (CSR) asked me to read the message to him, which I did. After a lengthy pause, he asked me repeatedly if "I'm sure that is what the message says, and if maybe it says $,1800 instead of $800".
I repeated that the message clearly stated once you topped up with $800, you are entitled to bonus credit of up to 200 per cent.
After being placed on hold for quite a while as he checked on something for me, he came back with an explanation that must have been aimed at insulting my intelligence. He 'explained' that if I had, in fact, got the message before I topped up, Digicel would be liable to give me the bonus credit.
However, since I went ahead and topped up, I was not necessarily entitled to any bonus credit. I told him he must be joking, and that Digicel must honour whatever was advertised. I further told him that I must be 'entitled' to the bonus credit as the message instructed me to dial1206# to check for the credit. After another long pause, I was again placed on hold.
This time the CSR returned and told me, "Oh! But you had gotten the credit, I'm seeing where you got $200." I told him that I checked my bonus balance right before calling and there was none. He told me that I was to dial12012#, which I did while he was on the line, as sometimes this is used to check the bonus balance.
I saw $194, which was surprising, as I had not made any calls since the credit was applied and if, in fact, $200 bonus credit was added to my account, it should all have been there. Even though I was far from pleased, I thanked him and ended the call.
My concern was posted on Digicel's Facebook page on July 22, 2013, after which they immediately replied advising me that I should send a message to their inbox with my number so they could investigate the matter. This I did, and was told that a representative would make contact within 24 hours.
I am yet to receive a satisfactory response. This type of service is unacceptable, to say the least.
'I am yet to receive a satisfactory response. This type of service is unacceptable, to say the least.'
firstname.lastname@example.orgEltham Park, Spanish Town,St Catherine