We have reimbursed bundles lost during shutdown: Mobile operators

The country’s mobile operators, Netone, Telecel and Econet have denied allegations that they did not reimburse everyone who bought bundles and were not able to use them during the internet shutdown that happened in January.

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The country’s mobile operators, Netone, Telecel and Econet have denied allegations that they did not reimburse everyone who bought bundles and were not able to use them during the internet shutdown that happened in January.
The country’s mobile operators, Netone, Telecel and Econet have denied allegations that they did not reimburse everyone who bought bundles and were not able to use them during the internet shutdown that happened in January.

The country’s mobile operators, Netone, Telecel and Econet have denied allegations that they did not reimburse everyone who bought bundles and were not able to use them during the internet shutdown that happened in January.

This came out during a tour of the three companies by the Parliamentary Portfolio on Information Communication.

The PPC Chairman Charlton Hwende asked the operators if they had given back bundles to customers that were not able to use them during the internet shutdown and they all said they had since refunded their customers.

“There is just a general complaint by members of the public about the events that happened when the network was shut down, I think there are some people that have not yet been refunded their data bundles so we have been asking around all the networks.

“This is the third network that we have visited and all of them, they are saying they have refunded so I just thought maybe it would be unfair if we leave without you being given an opportunity to also answer that question because when the instruction was given by POTRAZ there were some people who were affected.

“There are also some business people that were affected and you were affected as well,” Hwende said.

In response Econet Chief Operating Officer Fayaz King assured the PPC that they had since refunded everyone who was affected during the time.

“I would like to reassure you that everyone who had bought a bundle and did not have an opportunity to use that bundle had their bundles returned to them and they were compensated, money was returned.

“We are extremely conscious of the fact, when a consumer or customer buys anything from us and they are unable to use the service for whatever reason, we will go all out to ensure that they are compensated correctly so we do our analysis and we did it very, very quickly so it was almost on a daily basis,” Fayaz said.

Fayaz said Econet had all the records of people who were affected and all of them had been refunded.

“We looked, we saw who was unable to use that day and who had bought, who was purchasing and we duly refund them.

“If there is anyone out there that claims that they did buy a bundle and they were not compensated during that day, we are more than happy to look at that particular case because I think our risk department, our revenue assurance department; our customer services excreta are extremely diligent and very weary of these things. If there is anyone out there who still believes that they were not compensated, please, you can refer them to us.

“We have all the records of all transactions that were done and from the records anyone who was affected by the shutdown was duly compensated,” he said.