The Battle of Mobistar ( 15 minute battle on facebook and twitter grounds )

I received another invoice from mobistar from a mobile account that hadn’t been used for over 2 years now..

I have been trying to talk to someone over there but never got any response… they ignored my calls and sent me to other people over and over again. So I wrote a small letter stating my frustration and posted it on facebook and twitter..and on their facebook and twitter.

http://on.fb.me/zJmETy  (full version of letter)

Only 15minutes later I started getting response from Mobistar.. first on twitter they found the tweet on 3 of their Mobistar pages and contacted me.. 5 minutes later my phone went off and I immediately had a person on the line.. no waiting times.. no music and no queue.

He wanted to fix the issue as soon as possible..  In that short amount of time he had already looked into the file with a colleague, he was able to tell me the last time I tried to call and that they knew that I already tried to stop the contract..He told me that under normal circumstances they cannot cancel an account over the phone but he was willing to make an exception this time…

A Short time later I got confirmation via Facebook and Sms on my phone that they suspended the account and that I would receive a credit note of 19euro.

and I received it from the official number of Mobistar…