The Postal and Telecommunications Regulatory Authority of Zimbabwe (Potraz) has instructed NetOne to reimburse all subscribers who lost airtime on the Onefusion package over the weekend due to a faulty billing system.
According to a letter sent to Netone by the Regulator, NetOne is also requested to provide a database of the affected subscribers by February 28. The Database will be used to establish if, indeed, the affected subscribers have been reimbursed.
“The authority has noted the billing challenges you are facing with the OneFusion product. We also noted that you have sent communication to your subscribers advising and admitting the same challenges,” Potraz wrote yesterday.
“Given the extent and magnitude of complaints raised to the regulator by the subscribers, we hereby direct you to compensate the affected consumers in accordance with the prejudice they endured. This is done in the spirit of promoting the consumers’ rights to complain and redress.”
Potraz said NetOne should furnish the authority with “measures that you have put in place to ensure that the challenges of this nature will not recur”.
The faulty billing system allowed Netone to bill subscribers from their airtime instead of the OneFusion package.
Netone on Saturday issued a public apology on their Facebook page:
“Please accept our sincere apologies for the inconvenience you may have experienced in respect to the failure to download videos via the Facebook bundle.
As NetOne we take pride in our endeavour to serve you; but unfortunately, have failed to meet your service expectations on this issue. Upon thorough review of the situation, we narrowed the cause to an unforeseen technical glitch.
“As a testament of our commitment towards improving your experience; our technical team is working flat out to rectify this challenge which should be resolved within the next 24 hours.”