Telephone voucher

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