Excelcomindo's service

I have found Excelcomindo's short message service (SMS) very beneficial. As mentioned in the ads, customers can send 10 free messages per day. Unfortunately they don't mention that the 10 free messages include failed ones.

On Jan. 27, 2001 I experienced some inconvenience of having some of my messages fail. Therefore, I kept trying to re-send my failed messages. But since Jan. 28 I haven't been able to send any more. So I called the customer service on Jan. 29 at about 5 p.m. and was answered by Ms. Widya. She said that I had sent more than ten messages. As a result, I was not able to send any more messages, yet my prepaid card is valid until Feb. 27. I am absolutely sure that if the company honestly checks its data, it would find that I had sent less than 10 successful messages.

What I wasn't aware of is that Excelcomindo counts every failed message, which I find very unfair and illogical. Firstly because the failed messages are really not the customer's fault. Secondly, I am absolutely certain that no customers has ever been informed about this until the time they file a complaint.

What I expect is the company to inform its customers about this policy. Since it has not been made known publicly the company should be considered as concealing information. Consequently, customers have to buy a new voucher even though they still have credit in the card to make phone calls.

I would like the company to provide a satisfactory solution to this problem.

DEVINA MARISKOVA

Jakarta