Luis Rondon Paz
HAVANA TIMES — Cuba’s telephone company monopoly has admitted it is experiencing problems with its systems and that it is stealing money from users.
Some time ago, I wrote an article for Havana Times that revealed that Cuba’s telecommunications company (ETECSA-CUBACEL) was unable to respond to the concerns of unsatisfied users and that I was hoping to get some good news regarding an improvement of its services. Since September 3, the date in which changes to the company’s platform began, these services, rather than improve, have actually gotten worse.
I was able to confirm this when Igori Moya, a CUBACEL user, alerted me to the fact that the voice-box service was using up people’s credit without them even using the service. When we did a test using my phone, it turned out to be true. For every call from a landline in which a user leaves a message in one’s voice-box, the system automatically deducts sixteen CUC cents from one’s balance. This is somewhat contradictory, as the system is allegedly programmed to deduct credit only when one listens to one’s messages and the connection costs twenty cents the minute.
Faced with this situation, I asked Igori to give me more information about this. He gave me a detailed description of everything he had done so far.
He told me that, some days before, he had gone to CUBACEL’s customer services office, located at the intersection of Obispo and Habana, Old Havana, to register a complaint. On that occasion, they were unable to see him in the office because he arrived after working hours. While he waited outside, however, one of the employees did confirm that his cell phone balance showed irregularities and she suggested he return on Thursday, September 11, so that their supervisor could see to the matter directly and process his complaint through the proper channels.
When he returned to the office, the supervisor sent his complaint, with a detailed description of the problem, to three email accounts set up to address any incidents arising as a result of the changes that began to made on September 3.
Two days after presenting his complaint at ETECSA’s customer services office, Igori was getting restless: his balance continued to decrease. On Saturday, September 13, he called the office again to find out whether the complaint he had made had received any response. They informed him that none of the three email addresses had yet replied.
Igori then asked if there was any other office that could process his complaint. They suggested he approach the multi-services center located in the Focsa building, in Vedado, and to contact the head of communications for the locality.
When he went there, he was informed that the manager in question was not at his office. He was seen by the supervisor on duty at the time, who had no knowledge as to how the voice-box system worked. This was clear to me when Igori told me that she and the “experts” there claimed that the system automatically deducts from one’s credit when a voice message is left. Igori then explained to them the service didn’t work that way and used solid arguments to describe what the service was all about. The reply was that he should address his concerns to the customer services office located on the intersection of 7th and 28th Streets, Miramar.
A supervisor at the company Vice-President’s office heard Igori’s story. She told him he had been given the runaround and informed him that the customer services office located in Vedado’s Focsa building offers the same services in terms of customer complaints. When she finished explaining this, she proceeded to do the same thing the employees in the Obispo office had done. When Igori saw that he had hit the same wall, he again asked to see a superior. The supervisor replied that their superiors didn’t work on weekends.
On Sunday, September 14, I called Igori again and suggested the two of us approach the customer services office on 7 and 28, Miramar, to register a complaint anew, as we (and who knows how many more people) continued to have problems with the voice-box service. I told him that higher-ups were almost always at work Monday mornings. He agreed, as his balance had almost run out because of the problems with the voice-box.
On Monday, September 15, Igori again went to the office in Miramar. I went with him this time, because the problem affected us both.
At the reception, we were told that customer complaints and suggestions were received a different day of the week. We replied by demanding to see an employee who would address our complaints, explaining to them that our balance continued to be depleted as time passed.
Shortly after this, an employee showed up and took Igori to his office, in the company of the employee who had received him on Saturday. Once inside, the employee explained to her superior everything that had happened and what had been done with the complaint so far – that they had proceeded as is established for these cases. They tried to calm Igori down using nonsensical arguments that made him feel even more mistreated and unsatisfied.
He then asked them to check his call history, so that they too would become convinced that his cell phone balance showed irregularities.
At that moment, the only registered call was one made on the 13th. He asked them to look for a more up-to-date balance so they could see the charges for calls received and the fact they did not match his cell phone balance. He told them again that the service had been disconnected without him having made a single call as a result of the malfunctioning voice-box service.
In response, the employee told him that, to receive a call history report, he had to put 3 CUC (3.30 USD) into his phone balance, something he felt was a strategy to wriggle out of the situation and a show of indifference towards the unjust treatment he had received on behalf of the company.
Igori was not willing to budge and the higher-up noticed this. She then opted to lay the blame on the employees who had seen him at the customer services office in Old Havana, saying they should have introduced his complaint into the computer’s complaint registry. The employee who had seen Igori there the previous day said that she hadn’t done that either because that slows down the process. Her superior then instructed her to introduce the complaint into the system immediately. Then, she asked my friend when credit had been deducted from his balance the last time in order to consult with other experts over the phone.
When she was done consulting, she had no choice but to concede that the system wasn’t working properly and she assured my friend that the credit that had incorrectly been charged him would be reimbursed within 24 hours.
Regrettably, nothing happened within that time.
Two days went by and Igori had not gotten his credit back. Mine also continued to go down. We decided to take our complaint to an even higher level. This time around, we presented our complaint at the customer protection office located on the third floor of the Miramar Trade Center.
There, we were received by David Ramirez, who works for the Customer Protection Office. We submitted a formal letter of complaint explaining the seriousness of the matter. At first, Mr. Ramirez questioned us for having taking the matter to that level. After reading the letter and finding out what had happened, however, he placed himself entirely at our disposal.
Immediately, he picked up the phone and called Vivian Falcon Perez, the supervisor who had received Igor on Monday, September 15. Ramirez informed us of the problems they’d been having since September 3 and again acknowledged that the voice-box service was not working properly.
In a little over two hours, our complaint was finally introduced into the nationwide system that registers customer complaints (something which hadn’t yet been done) and we were assured we would be contacted over the phone as soon as the voice-box service was working properly and that all of the balance deducted would be reimbursed.
They committed to reimbursing us the money they had charged us by mistake as soon as the problems were fixed. They took Igori’s letter of complaint and again asked us to be patient, telling us that the service would be back to normal within 15 days.
On Monday, September 22, we were reimbursed the balance deduced, but the voice mail system continues to have problems. During a telephone conversation with company executive Rubidalia Perez, we were told that all people affected had received their balance back. We were again told to be patient; that they were working to fix the problem.