Poor service from LIME customer care agent

THE EDITOR, Sir:

Having noticed that each time I added credit to my phone it would mysteriously disappear before I could get the chance to make calls, I decided to seek assistance from LIME in order to stop this from happening. Now, I'm the first to admit that I am not the most tech-savvy person there is, but I suspected that my credit drain had something to do with the fact that I have a smartphone.

When I finally got through to a customer care agent, I could detect - that is, if my knack for deciphering accents wasn't fooling me - that the agent had a Spanish accent. Anyway, as I proceeded to express to her my problem, she then went on to remind me of my call history for the day before. I explained to her, once again, what my problem was, and she proceeded to review my call history for the day before that.

To add to that, the agent continually referred to me as "Sir", which I didn't bother to correct, considering that if my high-pitched voice didn't indicate my gender, if she cared to address me correctly, she would have asked. I wouldn't even mention the periods of dead silence where I thought the call had ended without my knowledge.

Needless to say, my concerns weren't addressed. This had only served to remind me of a similar experience I had with Digicel, except that their customer care agent, who understood me clearly, was equally incapable of offering any assistance.

Sadly, I was left feeling defeated, misunderstood and frustrated by yet another of our utility providers. Writing this letter has, so far, been my only source of consolation.

ZANDREA BANTON

Montego Bay