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Dr Busingye Kabumba @bkabumba
, 26 tweets, 24 min read Read on Twitter
Ok. Let’s go down this route. I had refrained from it, for professional reasons, but @Morhonnie, in his wisdom, has taken us down this lovely path. Let’s proceed.
I resorted to Twitter because I had had not one but THREE unhelpful interactions with @mtnug customer care agents since yesterday. @UCC_Official #MTNUgandaMweddeko
It is ONLY when I resorted to Twitter that any serious response to from @mtnug was forthcoming. Prior to that, the most that had come through was a message yesterday indicating that a reversal had ‘been initiated’ @UCC_Official @Morhonnie #MTNUgandaMweddeko @MTNza
Even then, I quickly realized that the public ‘response’ from @mtnug was little more than an attempt at the usual ‘pr handling’. At that point, though, I was willing to be ‘handled’ if this was to have the funds actually reach the intended recipient @UCC_Official @Morhonnie
That intended recipient is a young lady in Bukomansimbi who buried her father on Friday. The funds were intended to defray her burial expenses. I may have/have had the time to wait. She DOES NOT. For her sake I gave your ‘PR machine’ a chance. @mtnug @Morhonnie @UCC_Official
So when @mtnug played it’s usual game of ‘DM your reference number’ with the ka hashtag ‘#MTNcares’ I played along. I DM’d my reference number. @Morhonnie @MTNza @UCC_Official
Sure enough, I received the ‘30 minute’ call from @mtnug customer care. The one you @Morhonnie so cynically referenced as something I should somehow be very grateful for! Since you have brought up that call, let me describe it. I took notes. @UCC_Official #MTNUgandaMweddeko
I spoke with a gentleman who later admitted that his name was ‘Ronald Muwaya’. He referenced the Twitter complaint, noting that the other/another ‘Ronald’ had alerted him to my complaint. @mtnug @Morhonnie @UCC_Official @MTNza #MTNUgandaMweddeko
’s Mr. Ronald Muwaya said that, according to @mtnug Guidelines, a 24 hour window had to be allowed to allow @mtnug to try to contact the ‘wrong recipient’.I then enquired as to what would happen at the end of this 24 hour window. @Morhonnie @UCC_Official #MTNUgandaMweddeko
His response was, and this is a direct quote, from my notes: ‘We just have to wait’ @mtnug @MTNza @Morhonnie Apparently, this is what the @mtnug guidelines stipulated! My next qn was as to what would happen if my call went through and the wrong recipient did not answer.
According to the @mtnug agent, in that case, I had to inform @mtnug who would then ‘contact him’ directly. Apparently, the matter would then be resolved ‘within 24 hours’. @mtnug @MTNza @Morhonnie @UCC_Official #MTNUgandaMweddeko
My next enquiry to the @mtnug agent was then this, what would be the position if, as had been the case thus far, the call did not actually go through but kept being dropped. His response was that if this continued for 24 hours the transaction would be reversed @Morhonnie
At this point, I then enquired into the logic of requiring me to wait ANOTHER 24 hours (with dropped calls) if the preceding 24 hours (of dropped calls) had been unavailing! @mtnug @Morhonnie @UCC_Official This is when it got interesting 👇👇
The hitherto polite Mr Ronald Muwaya of @mtnug ‘exploded’!He said, and I quote from my notes: ‘I cannot spend 10 minutes explaining the same thing’. I didn’t know he’d been counting minutes 😏 It seems this is an @mtnug thing,since @Morhonnie also referred to the ‘30 minute’ call
As an aside, it seems @mtnug are once more, anxious to talk 🙄🙄 Just took a quick call from a ‘Fred’ just now on the same matter 👇👇My @mtnug people, you started this, let’s continue this in public! @Morhonnie @UCC_Official But, I digress, the story continues below!
The good Mr Muwaya of @mtnug informed me that they ‘had a long queue of people waiting to be assisted’. It occurred to me, at that point, that the ‘accidental mobile money’ issue is a very frequent occurrence, with many aggrieved Ugandans holding up @mtnug ‘customer care’ queues!
When I (somewhat! politely) pointed out that I was a customer too, with a genuine concern which needed attention, the good Mr Muwaya of @mtnug exploded even further!!He asked, and I quote: ‘But do you accept that it was wrong for you to send money to a wrong number’? @Morhonnie
That question at once surprised, angered and saddened me! Did @mtnug view accidental transfers as some kind of ‘offences’ requiring some kind of punishment? @Morhonnie @MTNza @UCC_Official Of course, I had made an accidental transfer. But had I done something ‘wrong’? No!!!
This seems to be the crux of whatever is wrong with this @mtnug policy/guideline/practice! It somehow views accidental transfers as ‘offences’ committed by @mtnug customers which must somehow be ‘punished’ by a laborious and drawn out process of reversal @Morhonnie @MTNza
Let’s be clear, @mtnug it is ridiculous to require a customer to jump through hoops to recover money erroneously sent from THEIR OWN accounts. The spurious arguments you are trying to make to the contrary @Morhonnie amount to nothing more than a ‘Kyelondela taba mubi’ approach!
The @mtnug ‘guidelines’ you @Morhonnie reference defeat all logic and seem to aid and abet unjust enrichment and fraud! The practice is shown to be even the more spurious given that another industry player @Airtel_Ug effects instant reversals in such circumstances! @UCC_Official
To expose the plain lack of logic or good faith, consider this: Assuming X erroneously sends Y UGX 20,000 meant for Z’s food for the week. Does @mtnug seriously mean to suggest that the only way X/Z can recover that sum is by securing a ‘court order’? @Morhonnie @UCC_Official
If the answer to this question is ‘no’, then @mtnug (and you @Morhonnie ) must have the grace to admit that this, apparently cherished, @mtnug policy is,frankly, silly.If the answer is ‘yes’, then again, I would hope it similarly triggers your urgent review of that loved ‘policy’
I note that you @Morhonnie have decided to call it a night. Sleep well. However, the lady for whom the funds were meant remains in Bukomansimbi, and the funeral expenses and other expenses arising from father’s burial on Friday remain outstanding. She has had two sleepless nights
This is the VERY HUMAN cost of the VERY UNCONSCIONABLE policy apparently robotically pursued by @mtnug. REAL people are affected by these ILLOGICAL and FISHY practices @Morhonnie @UCC_Official For once, drop the ‘corporate’/‘sleek’/‘PR’ talk and simply do the right thing!
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