Telephone voucher
I bought a Mentari telephone voucher for Rp 110,000 at the Bank Central Asia (BCA) ATM in Wisma Argo Manunggal, Jl. Gatot Subroto, Jakarta, on March 20, 2001.
The above amount was debited to my BCA account on that date, but since I could not get the relevant purchase slip (the ATM had run out of paper), I immediately reported what had happened to Hallo BCA by phone. I was told to make a written report by fax requesting Hallo BCA to credit the purchased voucher to my husband's mobile phone (I mentioned his mobile phone number in my fax). I was also told that it would take not more than 14 days to deal with the matter.
A week later, I found that no voucher had been credited to my husband's mobile phone and, again, I reported this to Hallo BCA. When the 14 days were up, I started calling Hallo BCA nearly every day, and was repeatedly told by operators Gusti, Niesye and Devu respectively that the case was being dealt with by Hallo BCA.
On April 6, 2001, Devy, in answer to my call, to my surprise told me that on March 24, 2001 the voucher in question had been credited to mobile phone number 0816 140 7477, a number that belonged to some third party.
On April 10, 2001, Netty from Hallo BCA called my husband and me, and informed us that the case was being taken care of and assured us that the problem would be settled within 30 days.
Having done everything they told us to do, we received no further news from BCA. On April 25, 2001, I called them again and was told by Tyas that on the day I bought the voucher at the ATM in Argo Manunggal everything was working correctly. This gave the impression that I had made a false report.
I am extremely disappointed with BCA's way of handling my case.
I do not want to know who is responsible for my case, Mentari or BCA, all I want is to get my money back and have it credited to my account. It is certainly not the amount of money that matters, but BCA should be responsible for those of their customers who have been disadvantaged by the system.
SEKAR TUNGGAL
Jakarta