Positively concluded case

Dear Mr Muscat Inglott

I wonder if you can help me with a dispute with Melita Cable. Last year I asked to be connected to 3, St Mary's Street, Mellieha. To complicate matters, within a few months, this address was changed to 65, Salvu Camilleri Street, Mellieha. At first I did not notice the error in the address.

When I realised that the address was wrong, I started calling (about 15 calls), sent e-mails and called personally at the Valletta office to point out the error. Nothing was done and since my complaint I did not receive any bills or warning letters. I was disconnected on July 15.

They do not seem to grasp that Nautica Suite is a different dwelling. I pointed out that I am willing to pay on the proviso that the address is amended. The dispute is not about payment but on the correction of the address, and therefore when an account is in dispute one is not supposed to disconnect but investigate matters.

The way the bill is presented, it looks like I am made to pay for someone else. They even had the audacity to ask for a reconnection fee when there is a big question regarding billing. Speaking to someone in authority was impossible, and therefore got no satisfaction. The billing address and the service should match. Is it to difficult for Melita Cable to understand?

I would appreciate it if you can take up this matter and let me know the outcome. (Mary Anastasi, July 24, 2006).

Ever so promptly, I received the following brief, to the point letter from Melita Cable:

Dear Mr Muscat Inglott,

Re: Account - Ms Mary Anastasi

Reference is made to the letter sent to the Customer Service Column by Mary Anastasi on July 24, 2006.

We are pleased to inform you that we have discussed the case with Ms Anastasi and concluded the case to her satisfaction.

A copy of this letter is being sent to Ms Anastasi. (Daniel d'Anastasi, Call Centre Administrator)

Within a day I received yet another letter from a very satisfied customer who wrote:

Dear Mr Muscat Inglott,

Re: Disconnection Melita Cable at 65, Salvu Camilleri Street, Mellieha.

I would like to thank you and your staff for the prompt response regarding my problem.

The engineer from Melita Cable called to re-connect. However his paperwork had the wrong door number again. From my experience, if Melita do not rectify this mistake the same problem will re-surface in a short space of time. In the meantime I have Cable service again and paid the amount outstanding and Melita on their part did not charge reconnection fees.

I am impressed at the quick service your office gave me. Keep up the good work. Kind Regards. (Mary Anastasi)

While thanking Ms Anastasi for her letter I must thank and compliment Melita Cable on their customer orientation. Indeed, this is one of those cases wherein the customer ends up with a better impression of the respective company than she or he would have got if the bad situation never occurred in the first place.