Hidden billing

I called PTCL helpline at 1236 and inquired about the “Double Advantage” packages which provide monthly internet access and 750 free on-net minutes. I specifically asked the staff if the “Super Sunday” offer (all on-net calls made on Sunday are free) shall be applicable if I opt for Double Advantage, upon which the PTCL support staff explicitly asserted that “All local calls on Sunday are free, with disregard to the package chosen” and also stated that the 750 free minutes shall be utilised on all days except Sunday, as all on-net calls on Sunday are “automatically” free.

However, despite the above claims, I found “Local call charges” of over Rs 1300 in my January 2012 bill (021-34989218)despite the fact that even 750 minutes were not fully utilised throughout the month (on non-Sundays).

When I complained to PTCL Stop Shop (Gulshan-e-Iqbal), I was informed that Sunday Free Calls was not applicable on my package. When I asked why the PTCL support staff at 1236 stated otherwise, I was informed that 1236 staff was misleading subscribers and that Sunday Calls are charged on all PTCL packages.

I asked them to confirm with their staff, and they did and heard directly from the support staff who insisted that all on-net calls made on Sunday are free, despite the package selected by the customer. This same assertion was also made by PTCL revenue officers at Nipa PTCL exchange.

PTCL manager at the One Stop Shop was very helpful and courteous and he stated that this miscommunication and confusion between the customer care staff of 1236 and billing department of PTCL shall be looked into.

However, the revenue office of PTCL said that they do not have the technical expertise/infrastructure to see details of local calls made by my number, and therefore my claim of Sunday calls being charged cannot be verified.

Vide this letter, I request the Competition Commission of Pakistan (CCP), the Pakistan Telecommunication Authority (PTA) and PTCL’s top management to kindly take strict notice of this malpractice and take effective remedial action in the larger interest of thousands of innocent customers, who are being misguided and are being taken for a ride by PTCL. PTCL should be forced to reverse these unjustified charges imposed on me and the regulatory authorities should penalise PTCL for misleading their customers.

JIBRAN SYED

Karachi