How Jazztel's incompetence is going to make it lose (at least) 2 customers

[packosoft]

I'm setting the scene and apologizing in advance for the wall of text that's coming.
My parents have a landline with Telefonica and I have Jazztel ADSL 'up to 20Mb' on both lines (mostly because I pay for it). In the last 5 or 6 years, I haven't had any problems with either line beyond the fact that, in both cases, the copper pair is older than the sea shore, so I don't get more than 8-9Mbps.
After a long time, we get to October 3, 2012, when for reasons that don't matter, I want to change the bank account for my parents' Jazztel ADSL.
As you all know, this is such a complicated and strange incident that it could cause a buffer overflow when managing the request…
Surprisingly, the change happens normally. Or at least that's what I thought.
I stopped using the old bank, but without canceling the account despite having about 25€ in the account.
Days passed and on November 23 (Friday) I received the following SMS

telling me that I had 3 days (including the weekend) to pay the invoice by transfer for non-payment. I contacted them and they told me that they had passed the invoice to the old account because 'as the billing period is from the 1st to the 1st of each month, the invoice had already been generated on October 1st' (I know just enough about accounting to think that it's absurd that on the 3rd you can't change the payment account of an invoice…) and as there wasn't enough money in the old bank account to pay the bill, they had returned it.

I accepted octopus as a pet and paid the invoice with my card, with the understanding that the next month's invoice would arrive correctly.
Again, I forgot about the issue and'surprisingly' on December 18 I received another SMS from my friends at Jazztel

urging me to pay the pending invoice by transfer again.
I called them again and they said that there had been an error and the account number hadn't been changed correctly, so they had passed it to the old account again (which still didn't have enough balance and therefore had returned the bill).

I paid with the card again and 'threatened' that if the next invoice came back again, I would cancel. They swore and perjured that no, they had changed it.
I forgot about the issue again and after the holidays, around the 10th or so, I thought to check the invoice on the web and saw that the charge to the old account was still appearing as a payment method. I cursed the half-dozen operators I had spoken to about this issue, Martin Varsavsky and the current managers, and called again. They said that although the invoice appeared incorrectly, they had the new account well registered, so I shouldn't worry.
At that point, today, I thought I would cancel the old account once and for all, so I connected to online banking to see the exact balance and go to the bank. Now, not only do I curse everything related to Jazztel, but also the bank (iBanesto, to be precise), the former for charging the bill again in an account that isn't mine and the latter for charging me 20€ for supposed collection costs. A collection that didn't happen because no one notified me of the overdraft, so the first thing I did was call the bank to get the 20€ back since they shouldn't have paid the bill like the other times and shouldn't have charged me 20€ for a service they didn't perform, the second thing was to return the bill

and the third was to call Jazztel again (and for the eighth time with this issue).
The typical operator who doesn't know half of what he's supposed to know, who must be in a windowless room in Quito and the closest he's been to Spain is the map on the wall that shows Madrid is in the center of the peninsula. I told him the whole story for the nth time and he said no, the account number is correct. I asked for the recordings of all my calls since October 3 as I was going to claim the 20€ that the bank charged me from Jazztel and he said he couldn't provide them, that this was only for sign-ups, that the most they could do was provide the caller ID (8 in total including that one).
When he finished the litany of numbers, I asked to be transferred to the cancellations department and 'coincidentally' a Spanish woman answered who seemed to understand a little more about the issue and was almost as surprised as I was that an operation as simple as a change of address that a company of Jazztel's size does hundreds of times daily couldn't have been done correctly in 3 months. She asked me to give 24-48 hours before canceling my parents' line (and then mine would follow), that she would escalate the incident to her supervisor to see what they could do.
So here I am waiting, if by 11:15 on Thursday I don't have a satisfactory resolution that includes the 20€ that the bank charged me (and to which I will make the corresponding claim because I fear they will tell me they won't return them), they will lose 2 direct customers and all those I can indirectly.
Best regards
Packo

[Tecnho]

Between timofonica, jazztel and vodafone they owe me some and with the worst vodafone they still owe me 2 n900 from when they came out for doing the online registration, I hate telecos and more the big ones with Latin American operators, p… telecos.

You will need patience.

[Fassou]

The truth is that these things are unfortunately very common ¬¬

For next time, remember that you can't trust them, and it's better to make sure they don't pass receipts to the wrong account, by ordering the bank to reject those receipts.

And that words and phone calls are carried away by the wind, and nothing like a well-written email, so that they have no way of giving you the run-around, because it has a date, time, hair, and details ;D

Good luck, and may your complaint fall to one of the few people with bullfighting shame, who perhaps still remain in one of those big companies.

Salu2!

[cobito]

These people make you lose time in a way that is hard to believe. I don't understand what kind of company intends to survive for a long time by treating customers this way. Of course, it's that they all end up being the same.

By the way, you will tell us how you manage to pay €27 per month for 20 mbps, I have two lines with Jazztel (one of 20 and another of 6) and each one costs €42 including loyalty discount.

[Sylver]

If after the deadline they put obstacles in your way and do not return the money they have swindled from you, let me know, and I will send you a few articles of the civil code that they are violating and you scare them with the scare of the month by speaking "in the words of your legal representative", you will see that they will soon loosen up (I speak from experience, having witnessed the recovery of €150 distributed in three improper collections by a telephone company using this method)

Greetings, encouragement and luck Packo.

[Yorus]

We do these things in my company and they file a huge complaint against us, and rightly so.

I would have it very clear, downgrade in the two lines (better portability, obviously, that they fight with another company). After all, since we're at it, it's easier to call them to complain that they charge you from where they should than to call them to give you the downgrade.

The problem is that you couldn't get a similar price. If that's the case, you can always use Consumer Affairs, OCU or similar, or threaten with complaints, downgrades and so on and tell them that you want to talk to some big boss.

[packosoft]

Well, tomorrow I'll tell you about the other one I had today with Amazon because their 2-year warranty on the Kindle becomes 1 year by divine inspiration…
Others who have just lost me as a customer... And if it's up to me, AWS will disappear from my work...

[packosoft]

@Fassou:

The truth is that these things are unfortunately very common ¬¬

For next time, remember that you can't trust them, and it's better to make sure they don't send receipts to the wrong account by instructing the bank to reject those receipts.

And that words and phone calls are carried away by the wind, and nothing like a well-written email to ensure they have no way of stalling you, because it has a date, time, and all the details ;D

Good luck, and may your complaint fall to one of the rare people with a sense of shame, who perhaps still exist in some of these large companies.

Salu2!

But how am I going to think that a bank that returns 2 receipts for lack of funds will pay the third by leaving the account in the red??
The last thing has been refusing to give me the calls… From now on I'll record them on my own.
@cobito:

These people make you lose time in a way that's hard to believe. I don't understand what kind of company pretends to survive for a long time treating customers this way. Of course, they all end up being the same.

By the way, you'll tell us how you pay 27€ a month for 20 mbps, I have two lines with Jazztel (one of 20 and another of 6) and each costs 42€ including loyalty discount.

It's like talking to the wall. Sometimes I think that in interviews they hire those who understand the least because it's not even half normal.
@Sylver:

If after the deadline they put obstacles in your way and don't return the money they've swindled from you, let me know, and I'll send you some articles of the civil code that they're violating and you can scare them by talking "in the words of your legal representative", you'll see that they'll loosen up soon (I speak from experience, having witnessed the recovery of 150€ spread over three improper collections by a telephone company using this method)

Greetings, encouragement and luck Packo.

Jazztel is going to be easy, I've returned the receipt and if they don't pay the 20€ I'll do the two porting and leave the receipt pending. The bank thing might require me to file a complaint with the Bank of Spain xDDD

@Yorus:

We do these things in my company and they file a huge complaint against us, and with all the right to do so.

I would have it very clear, downgrade both lines (better portability, obviously, so they fight with another company). After all, we're changing the fact that they charge you for what they should from calling them to claim to getting them to cancel your subscription.

The problem is that you couldn't get a similar price. If that's the case, you can always use Consumer Affairs, OCU or similar, or threaten with complaints, cancellation and other things and tell them you want to talk to some big boss.

That's clear, portability to some company with permanence and run, they're screwed

[lforos]

If it's any consolation, Jazztel is no worse than all the others... I don't know if the sarcasm is getting across.

After going through hell with Orange, Telefónica, Jazztel and their mother in the house change first, then the account and finally the provider, I can assure you that the only thing that works is a formal complaint, in writing, sent by registered mail, officially from the relevant Autonomous Community and with a copy to the Consumer Office.

In the case of mediation by the Consumer Office (or the OCU if you are a member), Jazztel is obliged to respond to the complaint within a month. In fact, I have one with them now for breach of the commitment made by telephone regarding the service and I am going to file another one for having assured me that my house would receive 20Mb when it only receives 7Mb.

In the complaints I processed this way with Telefónica and Orange (the latter with threats of complaint, record of unpaid bills and so on) they ended up giving me the reason and returning what they had stolen from me (more than 300e between the two).

[Mystique]

Packo, I bet my life that the people who have attended you are from the other side of the pond (to put it well, they have burned me)

In my job we have several platforms. We are in Spain and 3 or 4 in various places (Peru, Chile, Colombia, etc.) You can't imagine how many times they thank me for:

• being Spanish
• understanding the problem
• solving the problem
• explaining the state of the breakdown (or resolution)
• and a thousand more things

I'll give you an example: the customer can't browse the internet on their mobile. They have called 3 times before talking to me and they told them that they were sending them a configuration SMS for the terminal, which is practically installing the config and it works (with Android if). The problem is that they didn't bother to check the terminal, and the customer has a crappy blackberry and the SMS does nothing. Configuring it is 1 minute. Thanks to the little guys subcontracted for four duros, you have the customer calling several times, pissed off and without a solution that is very easy.

In summary, both cutting costs achieves pissed off customers and that they leave because of how badly they are treated. Changing your account is as easy as sending a receipt to check it and put it in your customer file. That easy. That they don't know how to do it is another thing.

Claim everything you can from the company, but do me a favor (all of you) if you call and someone from Spain doesn't attend you, hang up and call again. That sucks for 2 reasons, the satisfaction survey isn't passed and the callback. This way, companies will see bad numbers in the South American contracts and they will realize that something is wrong.

Sorry for the long text, but I had to vent a little. You don't know the crap that these people do and how pissed off the customer is because of their incompetence.

P.D.: we also have to thank more than one South American customer who listens to you, speaks to you well, congratulates you on the year, and treats you like a person and doesn't insult you or demand that you do the impossible just because "they have been many years" and "they pay their bills", etc.

P.D.2: I stop here, because if I don't let go and let out a lot of crap (there are cases to get bored, one day I'll tell you about the search on Google)

[Fassou]

Count, count …

[Sylver]

+1 to Fassou xDDD
:ugly:

[packosoft]

@Mystique:

Packo, I bet my life that those who have attended you are from the other side of the pond (to put it well, they have burned me)

In my job, we have several platforms. We are in Spain and 3 or 4 in various places (Peru, Chile, Colombia, etc.) You can't imagine how many times they thank me for:

• being Spanish
• understanding the problem
• solving the problem
• explaining the state of the breakdown (or resolution)
• and a thousand more things

Here's an example: a customer can't browse the internet on their mobile. They have called 3 times before talking to me and they told them they were sending a configuration SMS to the terminal, which is practically installing the config and it works (with Android). The problem is that they didn't bother to check the terminal, and the customer has a crappy BlackBerry and the SMS does nothing. Configuring it is 1 minute. Thanks to the little guys subcontracted for four bucks, you have the customer calling several times, angry and without a solution that is very easy.

In summary, cutting costs so much gets you angry customers who leave because of how badly they are treated. Changing your account is as easy as sending a receipt to verify it and put it in your customer file. That easy. Not knowing how to do it is another thing.

Claim everything you can from the company, but do me a favor (everyone) if you call and someone from Spain doesn't attend you, hang up and call again. That sucks for 2 reasons, the satisfaction survey isn't passed and the call is returned. This way, companies will see bad numbers in the South American contracts and realize that something is wrong.

Sorry for the long text, but I had to vent a little. You don't know the crap these people do and how pissed off the customer is because of their incompetence.

P.D.: we also have to thank more than one South American customer who listens to you, talks to you well, congratulates you on the year, and treats you like a person and doesn't insult you or demand that you do the impossible just because "they have been many years" and "they pay their bills", etc.

P.D.2: I stop here, because if I don't let go and let out a lot of crap (there are cases to get bored, one day I'll tell you about the Google search)

Yes, if the problem is that, that in addition, as soon as you take them out of their comfort zone, they dedicate themselves to repeat the same thing over and over like parrots. The number of Jazztel subscribers if it were Spanish and it has flipped as much as I have.
The funny thing was in the afternoon, in Amazon orders it says that they have complaint sheets available to customers and that you contact customer service, so it took me 5 calls for someone to understand that a complaint sheet is not a web form where you put your complaint, and they sent me this link (as is)
http://www.pdf.investintech.com/preview/63725f80-d047-4770-91a4-ec93d3bb75b9/index.html

[Tecnho]

Also with amazon, you want to make an intercontinental combo, what a thing, kid.

[Mystique]

@Fassou:

Cuenta, cuenta …

I think I'll start writing it (because the recordings don't work for me) to publish a book and get rich ;D

[kynes]

@Mystique:

I think I'll start writing it (because the recordings don't give me) to publish a book and get rich ;D

No se no se… I thought of doing the same thing in my old job, but I rejected the idea thinking that no one would publish it as non-fiction :troll:

[Fassou]

The irony in these companies is the higher value of those who were never customers and those who left, over those they already have.

Salu2!

!

[Tecnho]

I also don't understand their policies, but it happens with all of them, I think, when they don't do anything to keep you and only look for new customers to mistreat almost always, I have gone through almost all the ADSL and mobile operators and the one I am most comfortable with is the one I have nearby, euskaltel, right now I have been with them for 2 or 3 years and at the end of the year when the promo ends they have always improved it for me to stay and every 6 months they call to ask if I am happy with them, it is something expensive but I prefer to pay what they told me, even if it is a bit expensive, for a good service and everyone speaks Spanish and understands when you ask them something and they solve it.

[lforos]

@packosoft:

Yes, if the problem is that, that in addition, as soon as you take them out of the ordinary, they dedicate themselves to repeating the same thing over and over again like parrots. The number of Jazztel outages if it was Spanish and has gone crazy as much as I have.
The funny thing was in the afternoon, on Amazon orders it says that they have complaint forms available to customers and that you contact customer service, so it took me 5 calls for someone to understand that a complaint form is not a web form where I put my complaint, and they sent me this link (as is)
http://www.pdf.investintech.com/preview/63725f80-d047-4770-91a4-ec93d3bb75b9/index.html

To do it in Madrid and by electronic means:
Consumer Portal of the COMMUNITY OF MADRID:

[Fassou]

To resolve conflicts with telecommunications companies in general, we also have this Portal.

Salu2!