Tigo has introduced a new service that will allow customers to query the network at anytime to get a full update on the status of products and services they have subscribed to.
The Subscription Information Menu Service, which is on short code *828# for free, will allow customers to check the status of all the services they are subscribed to and thereby prevent the situation where customers complain of being charged for unsubscribed services.
“With this, customers will know what they are paying for,” Tigo said, adding “ultimately this service will help solve the perceived problem of disputed charges between Tigo and customers.”
Tigo expects to build greater confidence in its subscribers with the introduction of the *828# Subscription Information Menu Service, thus gaining more loyalty and increased usage, in the long-term.
It said the service is available to all Tigo customers, comprising the prepaid, postpaid and hybrid customers, adding that customers could also deactivate the services they may no longer be interested in.
But the dispute between telcos and their customers over the charges for unsubscribed services goes beyond that bilateral relationship, as there are third-party Wireless Applications Service Providers (WASPs) like TXTGhana, SMSGH and others which manage those value added services (VAS) on behalf of telcos.
Beyond the genuine locally-based WASPs, there are several other foreign-based entities, which have acquired short codes through some local partners to churn out unsubscribed message to selected phone numbers at a fee.
The industry regulator, National Communication Authority (NCA) recently announced it would take over the issuing and regulation of short codes to ensure sanity in the VAS industry.
Meanwhile, the genuine WASPs in Ghana have also constituted themselves into the Wireless Applications Service Providers Association of Ghana (WASPAG) for the same purpose of ensuring sanity.
WASPAG has indeed created an opportunity for customers to “Report Abuse” on its website www.waspag.com, rather than going to the respective telco to complain.
Tigo’s *828# Subscription Information Services, comes to add to all these efforts to ensure that customers pay for only what they subscribe to, so that providers of unsubscribed services would also be easily identified and weeded out.
Other telcos would be expected to follow suit and provide avenues for their customers to monitor their subscription information.