It was a regular day; the sun was not shinning more than the day before, the temperature appeared to be the same as the day before and the day before that. Gbemisola Oni woke up to another day that was full of promises. A day she believed had something fresh and exciting for her. She started the day like every other; as soon as she opened her eyes, she said a prayer of thanksgiving for the gift of another day and committed all her activities for the day into the hands of the Almighty. After this, she got out of bed and went about her usual chores. The day appeared to be playing out the same way yesterday did until she remembered she needed to get top-up for her line since she no longer had any airtime on her line and needed to make a call in a couple of hours.
Gbemisola Oni took a stroll to a store close by and bought the top-up. On getting home, she entered the activation code into her phone. To her utter dismay, it came back with a message ‘You have entered an invalid activation code’ instead of ‘Your top-up has been successful’. She tried to enter the activation code two more times and she still got the same error message. Refusing to get worked up, she decided to call the ‘call centre’of the telephone company to speak to anyone who could assist her in rectifying the error message. While Gbemisola goes through the long process of getting someone to speak to her from the call centre, she was still pondering on the error message. ‘Did I do something wrong? Did I miss out a number? It was plain!’ she kept thinking to herself. After minutes of waiting to be put through to an actual person not an automated voice, she heard a female voice.
‘Good morning. My name is Christy. Welcome to our call centre. How may I help this morning?‘ Gbemisola was a bit relaxed with the friendly voice she was hearing from the other end of the line so she went on to say, ‘Good morning. I have an issue loading the top-up I bought about an hour ago. I need your help loading the top-up.‘Christy then replied, ‘For records may I please know your name ma and your location right now?‘ Gbemisola smiled and then said ‘My name is Gbemisola and I’m calling from Ikeja’. ‘Thank you ma and are you calling from your own line?’Christy said. Gbemisola decided this was the best time to log her complaint. ‘Yes I am. I called the call centre because I cannot load the top-up I bought for this line. Every time I entered the activation code, I got an error message saying the activation code is invalid. I find it really surprising because the pin code is complete and I just scratched off the seal myself‘. By this time, Gbemisola was beginning to get worked up. Christy sensed that Gbemisola was getting worked up and calmly told her to please read out the serial number she could see on the top-up card then told her to please hold on. ‘You said you couldn’t load the top-up ma and that it kept giving you an error code. I can see that the top-up is still very valid ma. This is a 500 naira top-up card ma, right? Please can I have the pin code so that we can load it from here for you ma.‘ Gbemisola goes on to verify that the top-up card is indeed a 500 naira card and then read out the pin code as seen on the card. Christy verified the pin code matched the serial number that Gbemisola had earlier read out. ‘I have logged in the complaint ma and soon after this call you will receive an SMS letting you know that your issue is being resolved. Thank you for calling this call centre. Is there any other thing I can do for you ma?‘ Gbemisola thanked her and asked again if the airtime would be automatically loaded to her line and Christy assured her that it would be ‘Thank you for calling the call centre again and do have a lovely day ma’. ‘Have a lovely day too Christy.’Gbemisola clicked off the phone and decided to patiently wait for the call centre to do its job. While she was still trying to decide whether to go buy another top-up or not, an SMS came into her phone from the call centre assuring her that her complaint had been raised as a query so she decided not to buy another top-up since the issue was soon be resolved.
To be continued…