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FINANCIAL CHRONICLE™ » FINANCIAL 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

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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


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


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


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.

monash

monash
Senior Manager - Equity Analytics
Senior Manager - Equity Analytics
Im using a corporate package.. Dialog sometimes disconnecting the line even when paying monthly bill on time. They just sending a stupid sms pay this n that before bla bla and disconnecting line.. There is a corporate sales person assigned but we never can reach him.. Same thing happened to me. They just sent a sms n within 2 days my line was disconnected.But i refused to pay. I scolded the customer care officer n got my line reconnected.

Anyway from recent years, i found Dialog customer service is terrible. They are speaking to customers over the phone in rude manner.
I found SLT has excellent customer support than some of these so called foreign networks.



Last edited by monash on Thu Jul 03, 2014 10:45 pm; edited 1 time in total

hariesha


Vice President - Equity Analytics
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 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.

Why this fool still cannot understand it is not ethical and mud slinging? Is this attitude good for a public forum?

puliyanam

puliyanam
Manager - Equity Analytics
Manager - Equity Analytics
@hariesha wrote:
@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 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.

Why this fool still cannot understand it is not ethical and mud slinging? Is this attitude good for a public forum?

 Very Happy Very Happy Very Happy 

StockGuru

StockGuru
Senior Manager - Equity Analytics
Senior Manager - Equity Analytics
Genuine Comments from Dialog Facebook Fanpage:

Ramakrishna Ptr‎Dialog Axiata
3 hrs · Colombo ·
Dialog is going to dogs!! They have a customer care center for no good reason! Great companies have fallen due to overlooking of small things ........multiplying in to numbers and finally the loyal customers getting fed up and migrating! I suppose that is what their goal is.....!! I have made two complaints and still no one has contacted me with a solution. Waste of time! I have been with Dialog for over 15 years!
UnlikeUnlike · · 14

Kaushal Thenabadu‎Dialog Axiata
3 hrs ·
Dear Dialog Axatia, I have raised a complaint under number 1-611215631. Yet to be investigated from your end. (More than 1.5 months now). This was to transfer some cash to an over paid account. Really shocking service from the company that claims to be the "future today".
UnlikeUnlike · · 11

https://www.facebook.com/dialog.lk

StockGuru

StockGuru
Senior Manager - Equity Analytics
Senior Manager - Equity Analytics
More Comments on Dialog Service Levels on Facebook:

Ashan Kumar
14 hours ago near Colombo
Dialog Axiata has overcharged one of my friends ......... over Rs. 3000 during his last billing cycle. Friends double and triple check, corporates beware! its a bad world out there imagine them cheating 100, 1000, 10000, 100000 customers. #Corporate #Horu #failed #billing #system #shitty #customer #service — feeling determined.
UnlikeUnlike · · Share
You and 31 others like this.

Anusha Wickramasinghe Ethics seems to be an obsolete word these days...
14 hours ago · Like · 1

Ramesh Seneviratne NO WONDER THEY ARE SHOWING PROFIT OVER PROFIT EACH QUARTER.
14 hours ago · Unlike · 3

Kumar de Bonsoir Geeeez
12 hours ago · Like · 1

Demi Hewa I paid my June tv bill m then few days ago...they say I have an.outstanding fr.june... a-hos
12 hours ago · Unlike · 2

Buddhika Perera Switch to Mobitel . I am not saying Mobitel is better or fair than Dialog but for me I am using my Mobitel number for about 11 years now, and I had mostly happy situations than bad ones.
12 hours ago · Unlike · 1

Tulakshana Weerasooriya Ah ha we have been cheated once too
3 hours ago · Like · 1

Fahmy Rahman MAN i should check mine then -__-

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