Positively concluded case

Rather than pending cases I am featuring two letters of a positively concluded case:

'A few weeks ago, I applied for a new residential telephone service with Go, which was installed within a few working days. To my disappointment, I found I cannot use the same number for my Hello line because the number Go gave me was previously owned by another subscriber who had already registered it on his Hello line. I called Go Customer Service to complain about this and asked to have my number changed to any other number.

'However, I was told by Customer Care that I had to pay €13.74 (Lm5.90) if I wanted to have my number changed. I was told that I should have informed Go in my application form about using this number for another phone service. I remarked that giving a pre-owned number was a fault on their part and that there was also nothing relating to this matter in the application form.

'I most strongly object to having to pay for someone else's mistake, and refuse to pay to have my number changed. (Wilfrid Buttigieg)

Here follows the positively concluding letter:

'Patrick Gatt, manager Customer Centricity at Go, kindly called me to explain that in accordance with the Data Protection Act, neither Go nor Hello could divulge, or are reluctant to, share any information regarding numbers allocated to subscribers. He explained to me that not even if I paid for a new number, would I be assured that I could use the same number on Hello.

'While thanking you for your very kind attention, I consider this case closed, and no further action is being requested.'

Excellent customer service, Mr Gatt.