MTS and IBA Finance: Solve the Problem
The problem described in this post, they began to solve and it pleases me. There is only one question - why couldn’t it be decided immediately? You pay money, but you don’t get service for them. In total, it was spent 1.5 days to solve the problem (which was obviously not the fault of the client), until the time of writing the post on Habré. After (thanks again to the MTS PR department) - they started to solve the problem. The claims department was connected to the case and the debriefing began. The error was on the part of MTS, which transferred incorrect data to the collection office. If everything goes as they say in the claims department, then today the IBA Finance has sent a notification that the problem has been resolved. I hope that it will be possible to get some kind of confirmation so that we can clearly protect ourselves from continuing the showdown.
Well, one question remains open - why in such cases in MTS offices they can not help customers? As I understand it, the claims department deals with such controversial issues. Claims are considered for about 20 days. In a letter to IBA Finance there was a demand to pay the “debt” within 3 days. Discrepancy is obtained. It was possible to write a claim, which would be considered longer than the IBA finance started a collection case. The client becomes a hostage of circumstances.
And here we must pay tribute - companies read large resources, surf the network, get acquainted with the reviews. It's a shame that only those who are responsible for the image of the company care about the problems, and those who are responsible for the services have no problems with the clients.
Update final: It ended up pretty well. No more calls, no letters. The employee of the claims department, which was engaged in solving the problem, took the coordinates for every fireman, so to speak. I, as was already written above, in some confusion. Thank you to the PR department and claims department. A huge minus to the employee of MTS, who made a mistake in the process of work, because of which incorrect data was sent to the collection office. A huge minus to the MTS service offices and the entire first line of the subscription department, as in principle, they could not help with anything and refused to accept claims.
Well, one question remains open - why in such cases in MTS offices they can not help customers? As I understand it, the claims department deals with such controversial issues. Claims are considered for about 20 days. In a letter to IBA Finance there was a demand to pay the “debt” within 3 days. Discrepancy is obtained. It was possible to write a claim, which would be considered longer than the IBA finance started a collection case. The client becomes a hostage of circumstances.
And here we must pay tribute - companies read large resources, surf the network, get acquainted with the reviews. It's a shame that only those who are responsible for the image of the company care about the problems, and those who are responsible for the services have no problems with the clients.
Update final: It ended up pretty well. No more calls, no letters. The employee of the claims department, which was engaged in solving the problem, took the coordinates for every fireman, so to speak. I, as was already written above, in some confusion. Thank you to the PR department and claims department. A huge minus to the employee of MTS, who made a mistake in the process of work, because of which incorrect data was sent to the collection office. A huge minus to the MTS service offices and the entire first line of the subscription department, as in principle, they could not help with anything and refused to accept claims.