I NEED to document my unfortunate journey about cancelling all the services of the Pakistan Telecommunication Company Ltd (PTCL) that I have been using for long. The lack of customer support etiquette at PTCL is astounding, marked by random calls seeking confirmation of ‘fixed’ services without anyone ever having visited my place.

I had sent an email to the PTCL a few days ago, asking the number of times I had to complain and how long it took to resolve it and make a billing adjustment. I do have that information, but I wanted an official word.

Recently, I got a call from PTCL helpline 1218 which I could not take. I then got another call immediately, which I answered. The gentleman introduced himself and asked if it was appropriate to talk. I told him to call the next day, but he insisted on talking at that very time. Next up, he made excuses for bad service, and informed me that the information I had sought would not be shared by the PTCL. Also, he sent an email ‘confirming’ that he had provided the information. Other telecommunication entities should avoid behaving like the PTCL.

Hasan Raza
Karachi

Published in Dawn, September 15th, 2024