Recently, when a woman in Guangzhou went to the business hall to cancel her mobile phone number for her late mother, she was told that she needed to come and handle it. After the event was exposed by the media, it triggered a heated discussion. The party concerned made a sincere apology to the official of Guangzhou Mobile on the evening of May 17 The following is the full text:
Explanation on the cancellation of the mobile phone number of the deceased relative by the customer
On the evening of May 16, some media reported that "the child cancelled his mobile phone number for his dead mother, but was told to handle it in person". The company attached great importance to this and immediately established a special working group to verify the problems reflected in the report overnight. The verification is as follows:
On the afternoon of May 14, Mr. Wu, a relative of the owner of 136xxxxxxxx, came to Guangzhou Panyu Dashi franchise business hall to handle the account cancellation business. The salesperson told Mr. Wu that the cancellation of this number needs to be handled by the owner on site. "She can't come herself," Mr. Wu said.
The salesperson failed to accurately understand the meaning of this sentence. He didn't know that the owner had died. He reminded again that the account cancellation should be handled on site by himself, or no longer recharge and pay. The account will be automatically cancelled after three months of arrears shutdown. Mr. Wu left without objection, and failed to complete the account cancellation on the same day.
At noon on May 16, the owner's relatives Mr. Wu and Ms. Wu came to the business hall again to explain that the owner had died and provided death certificates and other materials. The salesperson handled the number cancellation for the customer on site.
After verifying the relevant situation, Guangzhou Mobile took the initiative to contact the owner's relatives for in-depth communication and sincere apology.
At the same time, learn from one example, reflect on and strengthen the improvement of the problems existing in the cooperation service window, such as insufficient awareness of active service and insufficient communication level, effectively optimize the service process, strengthen the personnel training of the cooperation service window, strive to improve the service level and provide better services for our customers.
Thank the news media and the majority of netizens for their supervision and attention!
China Mobile Communications Group Guangdong Co., Ltd. Guangzhou Branch
May 17, 2022
