The Courier Week 43

Page 1

Edition 43

www.thecourier.es

Friday, December 16, 2011

HOTLINE TO HELL EXCLUSIVE by DONNA GEE

A SHOCKED expat couple were subjected to a deluge of obscenities and threats during an ongoing battle with Movistar over a faulty telephone line.

Ivie and Diana Davies of El Raso understandably switched to another supplier after being called “sh*t’’ and told to “F**k off’’ by a customer service operator during a 44-day period in which they had no fixed-line service. During that time, they contacted Movistar no fewer than THIRTY NINE times while the problem persisted. And in a damning indictment of the Telefonica-linked service, Diana fumed: “They should be nationally exposed, not only their comrepair. When my husband address, he would make our plete lack of customer servresponded, “What part of six lives very difficult. ice, but also for total incomdays is the two?”, she dis“At no time during the 28 petence.’’ connected the call. minutes duration of the call The problem began on “Worse was to come. On was the verbal abuse and October 25, when the couple’s telephone line stopped October 31, a male operator expletives prompted or called my husband “stupid’’ encouraged by us. functioning. “Ivie did ask the operator Diana told The Courier: “It and said he was “sh*t” and for his name. He refused to only came back into use should “f***k off”. “When this individual was give it – and that's when he some 44 days later after we had cancelled our Movistar reminded that the calls were received more obscenities. contract and taken one out being recorded, he repeated But he had an Eastern Bloc accent and almost certainly the expletives. with Orange. “I took over the call and was not Spanish or English’’. “It took 39 emails and daily Diana and Ivie subsecalls by my husband from his was given a barrage a fourmobile to 1004 and 1002. letter words. I said I would quently contacted the conAfter six days he was report him to the Guardia. He sumer organisation OMIC informed by a customer serv- responded by threatening (Organismos Publicos de ice operator that we would me, saying that as he knew Consumo) but all they have to wait 48 hours for a my husband’s NIE and our received was an automated

‘S**t’ customers threatened in four-letter Movistar fury reply giving their address. Ironically, exactly one year ago Diana and Ivie lost their landline for nine days with exactly the same symptoms. At the same time, Ivie received over 58,000 unsolicited Arabic emails in one evening, on his then telefonica.net address. Diana added: “This was reported to them and, again, nothing was done. The email address had to be changed as the emails kept coming in their hundreds each day.’’ Not surprisingly, their patience finally snapped. Diana added: “It is well known that Movistar have little or no customer respect or service. There are a multitude of stories of bad service, even the Spanish nationals who we have spoken to agree with this statement.’’ Ivie registered an official complaint with Movistar “regarding the disgraceful manner the customer services treated my wife and

Turn to Page 14

Diana and Ivie Davies: They filed an official complaint

IF you are collecting plastic bottle tops for the Help Aitana campaign, The Courier and Professional Business Support’s offices at c/Luis Canovas Martinez 1, Aguas Nuevas in Torrevieja, will arrange distribution. Call 966 923 963 or 617 935 721 for further information about drop-offs. Campaign update on Page 6.


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