Chief Executive Officer and President
Boulevard du Roi Albert II, 27
26 March 2009
Dear Mr Bellens,
I am writing because I am very disappointed with Belgacom’s communication with its customers.
I have two very simple complaints.
1) In January I discovered that my phone line (02 230 0650) was not working. I checked by phone with the customer service line, who kindly offered to forward all calls to my GSM while the technical problems were sorted out. But when I went to my nearest Belgacom shop, it turned out the technical problem was that you had cut off my phone line, because my bills had not been paid. I had not paid the bill because you were sending it to the wrong address. I paid, and corrected the address in your records.
When my next bill arrived, I discovered that you want to charge me €120 for reconnecting the phone lines. I am not going to pay €120 for your mistake. If you had sent the phone bills to the correct address in the first place, I would have paid and there would have been no need to reconnect.
2) I discovered on 25 March that my internet speed had become very slow. It turns out that this is because I had exceeded my bandwidth allocation (there were a couple of unusually large downloads during the month). I was very surprised that I had not received any notification of the potential problem before you cut off my internet speed. It turned out that an email had been sent to inform me of this, but to a skynet.be address which I did not know existed and which I had never used.
I found this out from your customer service line, who were unable to help me further. I went again to the Belgacom shop, who offered to double my bandwidth allocation for €9.99 per month, though this would take effect only at midnight. I accepted this deal, though it meant I lost the rest of the working day today.
Later this afternoon, I was able to check on-line and discovered that you offer a different solution, the i-Office Volume Pack, costing €5 and which takes only 30 minutes to activate. I do not know why your staff in your shop on Avenue de Tongres could not tell me about this.
I am not going to pay the €9.99 for a slower solution which I do not need.
And I do not know who is going to pay for my lost time and energy in sorting out the mistakes that you have made in delivering your service to me.
They are bloody lucky that the only other telcom provider in Brussels, Tele2, actually has even worse customer service, if such a thing were possible.
The one amusing thing is that in my wrangling with their so-called customer service phoneline this afternoon I was asked to take part in a survey of customer satisfaction. You can guess what option I chose (between 1 for completely unsatisfied and 5 for completely satisfied).