Two officials: The system works automatically... and provides services after consuming the package

Customers demand the right to cancel the “maximum usage” in telecom bills

The system aims to keep the customer in touch and not to interrupt his work.

archival

Telecom operators said that the “maximum usage” imposed by the telecom operator when subscribing to the “invoice system” raises the value of their telecommunications bills by rates that exceeded 81% in cases, exceeding their financial capabilities.

And they demanded that customers be informed of the existence of this “limit” before subscribing, without obligating them to it, and giving them the right to cancel it, or determine the value that suits their financial capabilities without imposing it.

In turn, two officials in the two telecom companies said that the “maximum usage” is set automatically by the system, noting that it varies from one bill to another and from one consumer to another, in addition to that it achieves the interests of subscribers, as it allows them to benefit from the services Even after consuming the full value of the package.

maximum

In detail, the customer, Ahmed Jamal Al-Din, said: “The value of the monthly bill that he pays for subscribing to a specific package with one of the telecom operators is 160 dirhams, but he was surprised by a message last month asking him to pay a bill of 290 dirhams, an increase of more than 81% over the value of the bill that he paid. contract it.”

He added, "He contacted the call center, who informed him that he had exceeded the value of the scheduled package, as a result of making international calls, and that (the maximum allowed) to use it reaches 500 dirhams per month, 290 dirhams have been consumed.

The customer was surprised that the operator activated the “maximum usage limit”, despite his request from the company’s employee upon subscription, to pay the value of the agreed package only, and to stop the communication services in case it exceeded it.

And he demanded not to obligate all dealers to the so-called "maximum usage", and to cancel it for those who do not wish to use it, or to allow dealers to determine its value, according to their needs and circumstances without imposing it on everyone, with values ​​that exceed their financial capabilities.

Service package

For her part, the dealer, Samia Mustafa, said: "She is subscribed to a service package worth 210 dirhams per month, but she noticed that the value of the bill exceeded 340 dirhams last month, an increase of 62%."

She explained that "the call center informed her that the value of the bill is correct, referring the high cost to the increase in her use of the Internet," noting that the "maximum allowed" for her to use is 600 dirhams.

Mustafa confirmed that she was not aware of the existence of a maximum usage limit, pointing out that this means that she may have to pay 600 dirhams in some cases, without realizing that she exceeded the allocated monthly package, which she refuses as it is beyond her financial ability.

And she demanded, through "Emirates Today", the necessity of informing customers of the existence of this system first before subscribing to the package, and giving them the freedom to accept or reject this service without imposing it on everyone, provided that the value of the "maximum" is determined by the customer, not the company.

automatic service

In addition, an official in one of the two telecommunications companies, (MD), told "Emirates Today", "The system (the system) sets the (maximum usage limit) automatically, and that it is not unified for all dealers, and it changes from one bill to another and from one subscriber." etc".

He stressed that the subscriber can change the "maximum" through the official application of the operator, or by communicating with his telecom operator.

Customers' interest

In turn, another official, who preferred not to be named, said that "(the maximum usage) is a system followed with the various packages, and that (the system) sets its value automatically, and in a different way according to variables, most notably the value of the package."

He stressed that this system achieves the interests of customers, as it allows them to benefit from telecommunications services even after consuming the full value of the package, pointing out that the system aims to continue the communication of the customer, not to be disrupted from his work, and to use services in emergency situations even if the package runs out for any reason suddenly.

mandatory application

The dealer, Kamal Salah, presented his experience, saying: "He pays 120 dirhams a month as a bill for each of his three sons."

He added that he was "surprised that the value of the bills ranged between 160 and 180 dirhams," noting that he discovered that the maximum usage limit for one subscription was up to 300 dirhams.

He said, "He refuses to compulsorily apply the system to everyone," calling on the service operator to transparently inform customers of the existence of this system before subscribing, and that the customer has the right to cancel this system, or agree on its value before subscribing.

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