Poor service
Customer service by calling AuMobile info about bills is under any criticism. Call yesterday on behalf of my parents, both in old age and do not understand much about payments via Internet banking, The call was due to the fact that at the beginning of the Covid19 crisis the salon was closed and parents could not go to the salon to pay the bill with a passport so I did so from my internet bank payment purpose indicating the contract number because other info such as customer No is not there. Call to find out how and where to find out the customer's No. I answer that the contract specifies the method of receiving the invoice my AuMobile, which means that the customer receives the invoice e-mail. I would like to inform the operator that the next point of the contract states that the customer does not have an e-mail. I ask where the invoice is sent, to which I cannot answer,because again it already indicates that I can not name the customer no. It is absurd that my parents have never received this customer number, because they have never received an invoice, because very simply the old men do not have an e-mail. They simply with a passport have always paid the bill in the salon with the amount mentioned in the contract ~ 20 € and keep each check. Okay, nothing to do with the payment must be made but since there is no way to find out the customer's number, so I pay and indicate the contract number at the purpose of the payment, because it is the only info specified in the contract. I pay for one month, I pay for the other and hops, the TV and internet are turned off for the parents. Thank God, when the services were switched off, the salon was already open. We are going there to find out what is to blame. (I repeat that I have indicated contract no. because there is no other info in the contract) the girl's salon is very friendly and kind to print the invoice, where we can view the customer's number and make the payment. But the bill unexpectedly high from € 20 has already grown to € 60. We go to the salon again and find out what to do, the recommendation was to take a screenshot of the payments made through ibanka and send them to e-mail so that everything can be arranged. Said done, e-mail sent but the amount of the invoice does not decrease. Call the call center instead of parents, I try to find out something, but I do not give an answer, because I can not name the invoice number and the customer service specialist points out that the customer is to blame, did not think that if the payment habits change then the customer no for the purpose of payment. Again it says that we go to the salon and register an e-mail so that we can send invoices by e-mail, I repeat again,that the customer does not have an email. The employee says the customer is to blame. Butter. Because both parents always made payments on time and always did it in the cabin with a passport. Email was never needed. I believe that the client is not to blame that the circumstance forces to change the method of payment, because the salon is really closed. The next day comes again, I go to my parents to pick up the bill number and call again. This time the lady picks up and asks for the client's NR and personal identification number. I no longer need the invoice number or I already need the customer's NR. I explained to the lady that the old NR is no longer used by anyone because it was a Vodafone prepaid card and now the parents are using a bee connection. To which I answer again that nothing can help and info without providing. The conclusion is that,each of the employees requires a different info for identification. One wants the invoice NR and blames the customer for not knowing the invoice number, the other says he needs the customer's NR and personal code and only after the personal code and customer number are already named by phone again refuses to explain. In short, what is the point of telling the NR who to call in case of uncertainty if help is not provided and employees are not interested in resolving the situation? After this situation, I can definitely say that the staff is helpless, unkind and unprofessional, because this type of ping-pong is cruel when sending a customer from one place to another to just find out what happened to his payment. Especially now, when old people are advised to stay at home and try to find out everything remotely, so that they do not have to risk their already stupid health. Sad...
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