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FINANCIAL CHRONICLE™ » CORPORATE CHRONICLE™ » How Dialog earns over Rs.30 Billion revenue per month unethically and over Rs.1.8 bn unethical interest through Overpayments of over 10 Million customers

How Dialog earns over Rs.30 Billion revenue per month unethically and over Rs.1.8 bn unethical interest through Overpayments of over 10 Million customers

+10
schemer
ccsentha
sashimaal
gamaya
piyalpy
Aubrey Perera
puliyanam
Jiggysaurus
yellow knife
StockGuru
14 posters

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StockGuru

StockGuru
Senior Manager - Equity Analytics
Senior Manager - Equity Analytics

This below extract is a latest complain from Sri Lankan Dialog Customer from Dialog Fan Page of Facebook...Probably Dialog might later delete it.

It is an idea to discuss and an important issue that has a National Significance...and National level interest...

Sri Lanka's so called flagship communicator Malaysia owned Dialog Telecom PLC who is also selling all incoming foreigners information of our country to Malaysia by the Customer Database by giving a free SIM...last two billing cycles Dialog has overcharged me over Rs. 3000 extra simply because billing department send me messages to mention that my bill will be disconnected where as I keep paying when I wanted not Dialog to disconnect my line and I have overpaid to Dialog over Rs.6000/- during two billing cycles...When I wanted to make a complain on the same problem, the agent Selvasothy Kanesh Kanwshtraveen of Dialog Contact Centre kept me over 35 minutes without putting a complain and I insisted him that I need to put a complain against him which he still avoided.But finally he put...But Dear Sri Lankans imagine if 10 million customers of Dialog have been overcharged and if those customers over-pay over Rs.3000/- every month to Dialog Axiata company unethically earns over Rs.30 billion every month and at current Sri Lankan interest rate of 6% per annum company can at least earn over Rs.1.8 billion interest income...ThinkWise Sri Lanka...Dialog Unethical ...it is question of a Malaysian owned Telecom Company Unethically earning Money From Sri Lankans at expense of customers. #Dialog #Axiata #berhad #malaysia #Customerisnotking #dialogovercharging #illegal #tourism #lk #srilanka #colombo #telecom #world #sec #cse #stocks #economy #finance

Extract from original Customer Statement further references could be provided upon request.



Last edited by StockGuru on Thu Jul 03, 2014 3:40 pm; edited 2 times in total

yellow knife


Senior Manager - Equity Analytics
Senior Manager - Equity Analytics

this is the best of social networks... I appreciate even this forum for publishing above post. No so called Media will ever give a chance of publishing such an article. But the world is changing. People are no more afraid of fake Brand Images. Even coca-cola get hit with youtube

Jiggysaurus

Jiggysaurus
Assistant Vice President - Equity Analytics
Assistant Vice President - Equity Analytics

One foolish customer overpaying 3000 a month does not mean that all 10 million customers are foolish enough to over pay 3000 every month. So the headline is BS, the complaining customer should have the decency to say that he overpaid due to issues with dialog customer service without pulling ridiculous numbers to say that dialog is cheating customers out of 30 billion.
One stupid customer does not equal 10 million stupid customers.

puliyanam

puliyanam
Manager - Equity Analytics
Manager - Equity Analytics

I seem to be missing something here. The groups total income for a quarter is LKR 15-16 billion. Per month it work out to around LKR 5 billion... LKR 30 billion is a lot of money... you may want to re-look at your calculations.

StockGuru

StockGuru
Senior Manager - Equity Analytics
Senior Manager - Equity Analytics

these are extimated costs and figures...that if dialog did the same thing for all customers..but imagine @Jiggy it is not customer who overpaid with foolishness...it is dialog who persuaded the customer to overpay by forcing customer via sms messages...so imagine if dialog did it for 1,000,000, (1 million) customers...still it is extra 3 billion...and if 10 million customers overpaid Rs.100 still dialog is earning Rs.1 billion unethically...

Understand the issue...That is why it is of National Interest.

Also Dialog is owned by Malaysia...and Sri Lankan department of Immigration and Emmigration has signed up with Dialog to send all complete tourist information when Visa is issued to all tourists at airport counters since Dialog is distributing a free SIM to tourists via Department of Immigration and Emmigration counters..ultimately Sri Lankan don't understand that being a Malaysia's Axiata owned company Dialog can sell their customer database for Malaysia in terms of commercial purposes...

Which is Malaysia is a competitor for Sri Lanka in tourism industry...

Customer was not foolish...he brought up that issue...as light of hope...and to awaken Sri Lankan minds...Numbers are all estimated figures if in case Dialog do it to all customers...the intention of this post was to awake customers before Dialog does that



Last edited by StockGuru on Thu Jul 03, 2014 2:29 pm; edited 1 time in total

StockGuru

StockGuru
Senior Manager - Equity Analytics
Senior Manager - Equity Analytics

On the other hand as typical Sri Lankan and Global accountants we all know how companies do not account all transactions they enter in financial statements...

It is all creative accounting and chrony capitalist accountants who prepare official listed financial statements of companies.

Jiggysaurus

Jiggysaurus
Assistant Vice President - Equity Analytics
Assistant Vice President - Equity Analytics

StockGuru wrote:it is dialog who persuaded the customer to overpay by forcing customer via sms messages...

If you don't pay on time obviously you will get sms messages. How can you be forced to pay by SMS. Must be a very powerrful jilmart. So either pay on time or pay the exact amount without bringing jilmart numbers to sling mud.

The customer (is it the same as the poster?) should not use BS numbers to sling mud just because he did a stupid thing. If the foolish customer doesn't like dialog service he can switch to mobitel or hutch or airtel. Nobody is forcing him stay with dialog just like no one gets forced by sms, it's not decent to use fake numbers to sling mud.
Tell the truth, say you over paid 3000 rupees because you got scared by an sms and say you don't like dialog service. The customer being a fool and over paying because of an sms will not lead to 10 million being scared of sms messages. Be realistic.

StockGuru

StockGuru
Senior Manager - Equity Analytics
Senior Manager - Equity Analytics

Jiggysaurus wrote:
StockGuru wrote:it is dialog who persuaded the customer to overpay by forcing customer via sms messages...

If you don't pay on time obviously you will get sms messages. How can you be forced to pay by SMS. Must be a very powerrful jilmart. So either pay on time or pay the exact amount without bringing jilmart numbers to sling mud.

The customer (is it the same as the poster?) should not use BS numbers to sling mud just because he did a stupid thing. If the foolish customer doesn't like dialog service he can switch to mobitel or hutch or airtel. Nobody is forcing him stay with dialog just like no one gets forced by sms, it's not decent to use fake numbers to sling mud.
Tell the truth, say you over paid 3000 rupees because you got scared by an sms and say you don't like dialog service. The customer being a fool and over paying because of an sms will not lead to 10 million being scared of sms messages. Be realistic.


@Jiggy...go to Dialog has already apologized from the customer...and you are trying to make a scene without knowing the real situation...go to Dialog fan page and respond to customer post from your official profile then he will reply to you with proper references and you will then know it is not a jilmart and you will see references.

Jiggysaurus

Jiggysaurus
Assistant Vice President - Equity Analytics
Assistant Vice President - Equity Analytics

StockGuru wrote:
Jiggysaurus wrote:
StockGuru wrote:it is dialog who persuaded the customer to overpay by forcing customer via sms messages...

If you don't pay on time obviously you will get sms messages. How can you be forced to pay by SMS. Must be a very powerrful jilmart. So either pay on time or pay the exact amount without bringing jilmart numbers to sling mud.

The customer (is it the same as the poster?) should not use BS numbers to sling mud just because he did a stupid thing. If the foolish customer doesn't like dialog service he can switch to mobitel or hutch or airtel. Nobody is forcing him stay with dialog just like no one gets forced by sms, it's not decent to use fake numbers to sling mud.
Tell the truth, say you over paid 3000 rupees because you got scared by an sms and say you don't like dialog service. The customer being a fool and over paying because of an sms will not lead to 10 million being scared of sms messages. Be realistic.


@Jiggy...go to Dialog has already apologized from the customer...and you are trying to make a scene without knowing the real situation...go to Dialog fan page and respond to customer post from your official profile then he will reply to you with proper references and you will then know it is not a jilmart and you will see references.

who gives a xxxx, as a moderator you have put a headline that slanders dialog claiming that they are stealing 30 billion. It is very low class and not good for the forum. You as a moderator should change the heading to be more realistic (it's one fool over paying not dialog stealing 30 billion).

Jiggysaurus

Jiggysaurus
Assistant Vice President - Equity Analytics
Assistant Vice President - Equity Analytics

Not good for the forum when moderators put fake jilmart headlines but can't be surprised after all the jilmarting that has happened in this forum.

How Dialog earns over Rs.30 Billion revenue per month unethically and over Rs.1.8 bn unethical interest through Overpayments of over 10 Million customers Captur10

Aubrey Perera


Vice President - Equity Analytics
Vice President - Equity Analytics

Jiggy do you work for dialog ?

StockGuru

StockGuru
Senior Manager - Equity Analytics
Senior Manager - Equity Analytics

no jilmarts...as post mentions it is about of a topic that has a National Interest where as Capital Market, Securities and Exchange Commission, Government of Sri Lanka,Department of Emmigration and Immigration,Telecom Regulator and consumers should look in to...

This plans out that Sri Lanka may need a Telecom Ombudsman to look in to rights of Telco Service consumers

Jiggysaurus

Jiggysaurus
Assistant Vice President - Equity Analytics
Assistant Vice President - Equity Analytics

Aubrey Perera wrote:Jiggy do you work for dialog ?

Nope but it's very low class to accuse dialog of stealing 30 billion when the issue is that one fool has over paid.

The bigger issue is that a forum moderator is putting up the headline slandering and mud slinging (the headline and the issue are totally different).

I thought the low class actions that happened in the forum had finished but looks like the same level of jilmart is continuing with this level of moderatorship.

StockGuru

StockGuru
Senior Manager - Equity Analytics
Senior Manager - Equity Analytics

Jiggysaurus wrote:
Aubrey Perera wrote:Jiggy do you work for dialog ?

Nope but it's very low class to accuse dialog of stealing 30 billion when the issue is that one fool has over paid.

The bigger issue is that a forum moderator is putting up the headline slandering and mud slinging (the headline and the issue are totally different).

I thought the low class actions that happened in the forum had finished but looks like the same level of jilmart is continuing with this level of moderatorship.

it is an argument clause in terms of legal education...the sentence starts with 'How' so it is not mud slinging...nor jilmarts...so neither mis-representation...may be @jiggy need to go for Critical Thinking Classes which is a subject according to global education standards for many Graduates in the world that comes under University Education (Tertiary Education)...as announced this gives a light of hope and glimpse of thought for the consumers to think...to fight for consumer rights...the post says anybody who needs references could be provided.

Jiggysaurus

Jiggysaurus
Assistant Vice President - Equity Analytics
Assistant Vice President - Equity Analytics

StockGuru wrote:
Jiggysaurus wrote:
Aubrey Perera wrote:Jiggy do you work for dialog ?

Nope but it's very low class to accuse dialog of stealing 30 billion when the issue is that one fool has over paid.

The bigger issue is that a forum moderator is putting up the headline slandering and mud slinging (the headline and the issue are totally different).

I thought the low class actions that happened in the forum had finished but looks like the same level of jilmart is continuing with this level of moderatorship.

it is an argument clause in terms of legal education...the sentence starts with 'How' so it is not mud slinging...nor jilmarts...so misinterpretation...may be @jiggy need to go for Critical Thinking Classes which is subject according to global education standards for many Graduates in the world that comes under University Education (Tertiary Education)...as announced this gives a light of hope and glimpse of the consumers to think...

Ayyo better learn grammer before you talk law. But why don't you tell how dialog unethically earns 30 billion when one fool overpays by 3000? You should talk to the dialog legal department since this defa a national issue.

Anyway it is up to the Admins to decide whether to leave this mud slinging headline and jilmart statements and whether to have this level of moderators.

piyalpy


Manager - Equity Analytics
Manager - Equity Analytics

This is not dialog fault. It is the concerned individual fault. He has to maintain his financial transaction well. Otherwise, he may have to put blame many companies in near future not only dialog.

StockGuru

StockGuru
Senior Manager - Equity Analytics
Senior Manager - Equity Analytics

piyalpy wrote:This is not dialog fault. It is the concerned individual fault. He has to maintain his financial transaction well. Otherwise, he may have to put blame many companies in near future not only dialog.

Learn the comment and read properly...customer overpaid means customer paid extra than what was his bill amount and Dialog has still been disconnecting during the said billing cycle which means customer maintained his financials properly...it is Dailog billing system fault...although customer gives too much credit to Dialog keeps charging unethically...that is why Dialog is wrong...

gamaya


Assistant Vice President - Equity Analytics
Assistant Vice President - Equity Analytics

Sri Lanka's so called flagship communicator Malaysia owned Dialog Telecom PLC who is also selling all incoming foreigners information of our country to Malaysia by the Customer Database by giving a free SIM..... NOW THIS IS A STRATEGIC MOVE SRI LANKAN TOURISM GURU S WILL FIND HARD TO UNDERSTAND..

sashimaal

sashimaal
Manager - Equity Analytics
Manager - Equity Analytics

While agreeing to Jiggysaurus, as an ex Staff member of Dialog Axiata who was involved with the Mobile Business Unit's operations in depth, let me clarify the concerns of the Customer.

First, i should mention that it would be important to know the the Customer's phone number to give a specific answer after cross checking. However, the following will clarify the confusion that had arisen:

- Dialog sends reminder smss for people who have not paid the bills by the due date (first one sent 3 days prior as a reminder, next on the expected date and the 3rd about a day prior to disconnection - which is after 35 days from the billing period). This is apart from sending a physical bill to the Customer giving about 2 weeks of time to pay.

These processes are automated and will apply to the 500,000 non Corporate Post Paid Customers (not 10 million as mentioned above where over 90% Cusomers are pre paid and nearly 40% of post paid base is Corporate connections).

The Bill SMS will have the amount outstanding for the billing period mentioned (which needs to be paid to avoid disconnection) as well as the total outstanding as at date (as each Customer has a Credit Limit and the line will get cut if the credit limit exceeds as well - due to the usage related to the current month).

Seems like the Customer has paid the total outstanding as at the time of payment - and he has mentioned that as Dialog asking to over pay.
Note: Even if there is an over payment also the amount goes to his/her account and s/he can take the money back from Dialog at any given time.

This confusion could have been easily sorted out if s/he asked an Agent on what these amounts meant. These procsses are similar in almost all contries and across industries such as credit card payments, etc.

Coming to the next confusion,
- Dialog sharing Customer information: Dialog does not in any way share the Customer information and is legally bound not to do so. May i ask in how many Countries activates a SIM without Customer details? For legal, security and operational purposes, this information has to be taken from the Customer.  

Just for your information and to the clarify above mentioned issue - to activate the Tourist SIM, the Tourist has to go to a particular USSD menu and provide the passport number and date of arrival (this is not done by the Immigration) and the automated system will do a cross check with the Immigration's IT system and activate the SIM.

Next matter:
- Complaint entering delay: The Customer was on line for 35 minutes without a proper reason. If this is so, it is unacceptable and that wlll be looked into seriously when the complaint is handled.

On a seperate note, Dialog is the only Company that has not violated floor rates which were imposed by the Regulator - when doing so has resulted in serious churn for Dialog (loss of Customers). There were times where we suggested to do the same, however Dr Hans has always strictly adviced us not to do so, eventhough the Company's performance levels have been affected for more than a year.

Trust my explanation will clear any doubts that you may have had.
Sashimaal

Disclaimer: I am an ex Staff of Dialog and have no reason to cover up Dialog ; and in my humble opinion i do have knowledge to answer the above questions raised.

Jiggysaurus

Jiggysaurus
Assistant Vice President - Equity Analytics
Assistant Vice President - Equity Analytics

sashimaal wrote:

Seems like the Customer has paid the total outstanding as at the time of payment - and he has mentioned that as Dialog asking to over pay.
Note: Even if there is an over payment also the amount goes to his/her account and s/he can take the money back from Dialog at any given time.

This confusion could have been easily sorted out if s/he asked an Agent on what these amounts meant. These procsses are similar in almost all contries and across industries such as credit card payments, etc.

So a foolish customer has over paid because he couldn't read an sms and is now mud slinging at Dialog.

Unfortunately looks like forum admins and the SIRA group are ok with headlines saying that dialog steals 30 billion so maybe a matter for dialog legal department to take up with SIRA IT department.

ccsentha


Vice President - Equity Analytics
Vice President - Equity Analytics

It is some what correct, i have seen few others too with the same problem.

I have also seen dialog over charging customers by mistake(ever month bill) and it took about 2 years to get it sorted out

schemer


Senior Manager - Equity Analytics
Senior Manager - Equity Analytics

dialog is not a saint. they just dump so many promotions smss to unsuspecting consumers. if you just click yes button even by mistake every time you loose 2 rupee.daily you will receive so may sms uninvited and big chance to hit yes for one or two even if you do not want.

so be careful when you see dialog service sms.

better you call them shout and stop these promotion sms dumping on your phone by force.

slmarket2


Manager - Equity Analytics
Manager - Equity Analytics

national interest = one fool = 10 mil fools = half the population of sri lanka incl babies Very Happy Very Happy

Market R

Market R
Assistant Vice President - Equity Analytics
Assistant Vice President - Equity Analytics

@schemer - you can stop that service by going to Dialog service menue on the phone and you can de activate the 077 live service.

Market R

Market R
Assistant Vice President - Equity Analytics
Assistant Vice President - Equity Analytics

I worked at Dialog as a Customer Service Officer long time ago.
I experienced lots of these kind of complains, most of them are fake because lak of knowladge. If Dialog did above mentioned for all the cx Dialog cant manage to keep these kind of cx base. Also dialog activating around 200000 pre paid connections per month.

Also note that Dialog have the one of the best KPI in Sri Lanka.

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