The tragicomedy with Movistar [ESP/ENG]

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Published on Nov 22, 2022

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Hola queridos amigos de #spavlog, el día de hoy les comparto un video que he grabado unas 2 veces. Lo cierto es que no es el tipo de contenido que suelo subir. Sin embargo, he arrastrado este problema con la empresa del título y decidí hacer el video con la finalidad de hacer un llamado de atención.

MÁS DETALLES:

Algo que no comento en el video es que desde que inició el problema, los teleoperadores han gestionado la devolución unas 4 veces. Y en cada ocasión me piden esperar 15 días para la devolución del dinero, que insisto, debe ser inmediata puesto que no hubo servicio. Si se descuentan un dinero automáticamente: ¿Cómo van a gestionar una devolución en 15 días sin tener en cuenta que la persona quizás necesita gestionar el servicion con otra empresa?

Como comenté en el video tuve ayuda de unas amistades. Pero el nuevo servicio que tengo lo cancelé yo. Es decir que si todo lo hubiese pagado sola, quizás ahorita seguiría sin internet y esperando la devolución de un dinero depositado el 8 de septiembre.

Y aclaro este video lo hago, después de haber agotado las vías de comunicación. Me faltó un solo lugar al que ir. Pero estuve atenta a las comunicaciones con Indecopi y Opsitel que son empresas que pueden intervenir y ayudar. Sin embargo recibí unas notificaciones de que recibieron mis quejas y así quedó todo.

También puedo comentar, por si no quedó claro, recuperé ayer mi identificación, yo había grabado este video antes. Y sin embargo desde el 27 de octubre que fue la última comunicación con la empresa, no se han comunicado conmigo. Por eso decidí postear el video con pruebas y tengo muchas más guardadas sobre la poca atención que se ha recibido en el caso. E insisto no hago esto porque crea que solo mi historia importa, lo hago porque me parece una irresponsabilidad de esta empresa e imagino el montón de personas que están en las mismas y no tienen una voz. Así que, creo que hay que exponer estos casos para ver si de esa manera hay un poco más de consciencia y mejoras en la calidad del servicio y la atención al cliente.

Déjenme saber en los comentarios ¿qué opinan de este problema? 👀 Estaré atenta a sus comentarios.

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ENGLISH:

Hello friends, I know I did not translate the video because it was too cumbersome. However, this is a public complaint that I am making to the company that is in the title due to the irresponsible treatment I have received after requesting an internet service on September 8. I deposited 2 times to the company an equivalent of $48 and for the return of the money they ask me to wait 15 days. That is to say, that since last September 8 when they cancelled the first order, they have been processing the refund 4 times, asking me to wait the mentioned days to go to the bank and withdraw the money.

I made two payments, one on September 8 and the other on September 17. And another on September 17. Why? Because they cancelled the first order and well I needed the internet and thought it was my fault. By September 24 by a tweet, they tell me that neither of the two orders are going to be installed. And they cancelled the second one. Then the refund was arranged and it turns out that on October 10 I went to the bank and there was no money. Then I went on October 27 and there was neither of the two deposits.

The truth is that I have communicated through different channels explaining that if there was no service they should return the money immediately. And they have not done so. This is a problem that is going to be 3 months old. And I have not received any attention. So I decided to make this public complaint, since being a foreigner they ask me the money for the equipment in advance to the installation. But there was none. So they must have a protocol of attention for these cases. I have a hip injury and yet I have had to stand in banks for nothing because they have not made the deposit. Not to mention the communication and reporting failures of the company.

MORE DETAILS:

Something I don't mention in the video is that since the problem started, the telephone operators have handled the refund 4 times. And each time they ask me to wait 15 days for the refund, which I insist should be immediate since there was no service. If they automatically deduct money: how are they going to manage a refund in 15 days without taking into account that the person may need to manage the service with another company?

As I mentioned in the video I had help from some friends. But the new service I have was cancelled by me. That is to say that if I had paid for everything by myself, maybe now I would still be without internet and waiting for the return of the money I deposited on September 8th.

And I clarify this video after having exhausted all communication channels. I missed only one place to go. But I was attentive to communications with Indecopi and Opsitel, which are companies that can intervene and help. However, I received some notifications that they received my complaints and that is all.

I would add that I commented in the video that I lost my ID in this country. And I was collapsing because I wanted to pay back the money I borrowed. I can also comment, in case it was not clear, I recovered my identification yesterday, I had recorded this video before. And yet since October 27th which was the last communication with the company, they have not communicated with me. That is why I decided to post the video with evidence and I have many more saved about the little attention that has been received in the case. And I insist I am not doing this because I believe that only my story matters, I am doing this because I find it irresponsible of this company and imagine the many people who are in the same situation and do not have a voice. So, I think that we have to expose these cases to see if that way there is a little more awareness and improvements in the quality of service and customer service.

Let me know in the comments what you guys think about this problem? 👀 I look forward to hearing from you.