Thu, 11 Mar 1999

Wrong information on discount time

I'd like to complain about the service of a 104 (international) operator who gave me false information. On Jan. 15, at about 9:45 I decided to make an international phone call to Germany from 7704240. Before I dialed the number, I had called 104 asking when the discount time was for a call to Germany as I needed to talk for a few minutes. The operator told me that this time was between 03.00 and 11.00. Since it was within that period, I dialed the phone number in Germany directly through Indosat (001).

As I saw the phone bill of January on Feb. 5, I realized my international call charge was fairly expensive. Then I contacted the service section of Indosat by phone. After having been informed of the list of the dialed numbers, I found out that the international call to Germany was not discounted. Being curious, I once more called the 104 operator and asked what the discount time was for a phone call to Germany. The answer was again "between 03:00 and 11:00".

Later I found out that the real discount time for a phone call to Germany was between 23:00 and 07:00. This means, because of the incorrect information I received, I had to pay a higher phone bill. If I had known this earlier, I would have not made a phone call to Germany beyond the 03:00-11:00 interval. This is a shame, because, first the customer was given incorrect information (the authorized party) and secondly, because of this the customer paid more.

Why did this happen? Wasn't there any communication between Indosat and the 104 operator?