About 12 hours after the first call was made to the call centre, her top-up had still not been loaded to her line and it was already too late to go to the nearby store to buy another top-up card. Gbemisola was really upset. She was to make a call in the course of the day and she had to borrow her mum’s phone to do just that. ‘How annoying can this telephone company be?!‘she thought. It had been more than 12 hours so she decided to dial the call centre again to find out what the real issue was. Gbemisola picked up her phone to dial the call centre the second time that day. She had to go through the annoying process of getting someone to talk to again. The call ended before she could get someone to talk to so she decided to try again deciding within herself that even if she had to try for an hour she was definitely going to talk to someone that night. This time more annoyed than she was initially, Gbemisola dialed again going through the process of listening to the now very annoying automated voice and the annoying music the telephone company had on when a caller is placed on hold. Minutes went by and finally she was connected to an actual person. ‘Good evening. My name is Gbenga. How may I help you?‘ ‘Good evening. My name is Gbemisola. I am calling from Ikeja.‘ Gbemisola quickly said her name and location before her time was wasted with a question and explanation she considered irrelevant at that instant. ‘I called earlier today precisely about 12 hours ago complaining that I could not load my top-up. I was told the issue will be rectified and my airtime would be loaded. Up to this very moment, my line has not been credited with the airtime‘. Gbenga waited to ensure she was done with her complaint and then went on to ask if she was calling from her own line. Gbemisola was in no mood for all these long stories but calmly replied that she was. Gbenga then told her to hold on. ‘Gbemisola I can see that a query was raised this morning concerning the complaint you just made but issues like this usually take 72 hours to resolve that is why your line has not been credited with the airtime. Is there any other thing I can do to help?‘ Gbemisola was so pissed at that moment and she could not fathom what Gbenga just told her and in addition, Gbenga was trying to get her off the phone. ‘Firstly, the person I spoke to this morning did not tell me it would take 72 hours to rectify the issue I complained about. Secondly, how can loading airtime on my line take so long?! It is just airtime o. thirdly and most importantly, why are you trying to get me off the phone when I am not even through with my complaint?! Who does that?! I am obviously upset about not having airtime on my phone to crown it up, it is too late for me to get a top-up card at this hour and the person that is meant to be helping me out is trying to get me off the phone. This is not nice at all!‘ Gbemisola was so upset and every second seemed more upsetting thanks to the Gbenga fellow. ‘Gbemisola, the airtime cannot be credited to your line in less than 72 hours because that is the protocol of this telephone company. Your query has to go through a process. I’m sorry the first person you spoke to did not tell you it would take up to 72 hours. She should have told you that, well there is nothing that can be done about that. It would take 72 hours! As for trying to get you off the phone, I have many customers I have to attend to and you are just one customer.‘ Gbemisola was yet to meet someone as rude as this Gbenga fellow. Imagine, to be told that he had other customers to attend to, as if to say she was wasting his time. She was really really pissed. ‘Excuse you! Are you insinuating that I am wasting your time? I really do not understand the purpose of the call centre. How can you tell me there are other customers to attend to as if I am not important? I am obviously upset about my top-up card and an oversight by your colleague and you just dismiss me like that? Nawa o…what a way to treat a person! Good night!‘ Gbemisola was about to click off when she heard Gbenga’s voice. ‘I apologise I did not mean to be rude. I am sorry about my colleague. Ok, how else can I help you? Please let me call you back in about 10 minutes from another line to apologise again. How about that? Is that ok?‘ For Gbemisola, the subject was closed. ‘Thank you very much. I do not need your apology and I most certainly do not need you to call me from another line. You have said all you need to say and there is nothing left to discuss. I just want my issue resolved! Good night‘ By that time, Gbenga sounded really sober but Gbemisola did not believe he was sincere; it was the appropriate thing for him to do to secure his job in case ‘management‘ listened to the recorded exchange. Gbemisola was about to click off when she heard the annoyingly rude person saying, ‘I will still try to call you from another line. Thank y….‘ Gbemisola clicked off because at that moment she did not want to be thanked, she just wanted her line credited. With eyes rolling, she got up from her location and went to join her family for prayers as the day was practically over. While the family was saying prayers led by Gbemisola, her phone started to ring. She opened her eyes while she was still praying and checked her phone, it was a number she did not have stored on her phone but she suspected it was Gbenga. She ignored the call; what else could she have done as she was the one leading the prayers. What manner of excuse would she have given her heavenly Father and earthly father for stopping prayers mid-way when it was not a case of emergency and even if it was an emergency she would not have dared. ‘Oh well! If the call is important the person would call back after prayers‘ Gbemisola thought to herself. Her phone rang again about four more times before prayers were over. The ringing almost distracted her concentration and she almost started praying amiss. Prayers over, Gbemisola reached for her phone to see if it was the same number calling over and over; indeed it was the same number! She typed the number into her other phone to see if she had it saved on her other phone but as she already knew, it was not saved on the phone. She headed to bed assuming that the Gbenga fellow really wanted to apologise and talk more nonsense. ‘Thank God we were praying sef…mscheeew. Nonsense fellow! What else did he have to say? It was not enough that he got rude to me the first time. He wants to continue with round two…well done. If they sent you, tell them you did not meet me…ehn ehn what did I want to do jare?‘ Gbemisola soliloquised. She headed for the shower and then off to bed.
*mscheeew…. kissing my teeth, hissing
To be continued…