I’m Stuck Again After Using Online Banking

So here’s something interesting that happened to me yesterday. I’m a postpay subscriber of a renowned mobile phone services company and my bill payment was due. I decided to pay the bill online although I was pretty skeptical about it. Unfortunately in Pakistan you can’t depend on online transactions because somehow they always get messed up. But I still took a chance with it because otherwise what’s the point of having online banking, right? This is what happened.

I paid my bill online and received 2 emails from the bank. One telling me that my transaction had been registered and the other telling me it had been processed. I breathed a sigh of relief but then almost 7 hours after making that payment I received an SMS from the phone company saying that my bill payment was overdue. I was like “Excuse me?” When I checked I found that my number had been blocked. I was furious and I was most certainly not looking forwarding to getting tangled over this issue with both the phone company or the bank. Why? Because I knew what would happen when I’d call the phone company; they’d say they didn’t receive the transaction from the bank and that I should check with the bank. Firstly, I have a problem with that right there! If there’s a communication problem between the bank and the phone company, how’s that my problem? Why should I call the bank and ask them to check? I completely disagree with the notion of dumping this internal problem on the customer, which in my case happens every time. So any way, I called the phone company and as expected, they told me they hadn’t received the payment and that I should check with the bank. I told them that they should have a way of doing that themselves but they gave me a lame excuse that they have no way of doing that. To me that shows unwillingness to solve a problem. You can always redesign your process/flow to handle this. Anyway, the more interesting thing is, when they told me to call the bank, I said I can’t because you’ve blocked my number. So now the CRO was a little confused and the only solution she had was to activate my number so that I could contact the bank. She told me she’d activated my number for 2 days.

I then called the bank and they told me that usually payments get processed within 24-48 hours and since I’d made the payment 24 hours ago he implied that I should wait another 24 hours. Nevertheless, he forwarded my request to their tech team and told me that my issue would be resolved within 3-4 working days. Yes 3-4 working days, of which my number would be active for only the first 2 if they don’t fix the problem earlier. See what I’m getting at?

Here are my questions:

Why did I receive confirmation from the bank about successful transaction when actually it hadn’t been processed at all?

Why didn’t any of the bank’s emails say that the transaction would take 24-48 hours to get processed?

Why is the customer responsible for corresponding between bank and phone company over their internal communication problem?

Why was my number blocked in the first place if I was supposed to do the above?

Will the phone company charge me for the 2 days they’ve activated my number when it should actually be blocked? I don’t think they should because technically it’s not my fault that my payment didn’t get processed. It’s completely unfair to charge me, the customer, for a job that they should be doing, i.e. coordinate with the bank.

There, now I think I’ve poked enough holes in this process to make you see the point and at the same time vent my frustration 🙂

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Building Schools: Tameer-e-School Can Leverage The Power Of The Internet

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The Tameer-e-School project (TSP) is an initiative of the Khyber Pakhtoonkhwa (KP) govt for the rehabilitation of public schools in the province.

I first heard about it in a radio advert and so I decided to check out their website. I was pleasantly surprised to see the site load so quickly :). It’s a rarity to see any Pakistani govt site load quickly and this was a nice exception. It also made me explore the site a bit more. Continue reading

Yes I Am Angry Today

 

Hopeless

I can’t hold it back anymore. I started this blog because I wanted to let my thoughts out. Soon enough, I realised that most of my thoughts were negative. Especially when they came to Pakistan. They were full of anger, frustration and pessimism. Soon after, I decided that I won’t just write about the negatives. I’ll try to highlight the positives too for God knows there is potential for that too in this God forsaken country. So I tried to change. Continue reading

What Does The Ban On Youtube In Pakistan Mean?

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I’m not sure how many of us are aware of the Net Freedom Case or more popularly, the Youtube case that’s ongoing in Pakistan. The case has been filed by Bytes for All, a non-profit organization that works towards securing digital rights and freedom of expression in Pakistan. The focus of the organization is on protection of human rights with respect to how they can be violated by the use of technology. Continue reading

Designing a Product

Designing a product is keeping five thousand things in your brain and fitting them all together in new and different ways to get what you want. And every day you discover something new that is a new problem or a new opportunity to fit these things together a little differently.
And it’s that process that is the magic.

Steve Jobs on Product Design

Are You Wishing Someone Happy Holidays This Christmas?

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If you’re a Muslim, I’m happy to see that you’re doing this. Why? Because you are simply respecting the beliefs of another person. It’s much like respecting the beliefs of a fellow Muslim belonging to a different sect of Islam.

When it comes to religion, everyone has a certain set of beliefs and they have their own interpretation of those beliefs. It’s not necessary that everyone else subscribe to your set understanding or interpretation. Also, respecting someone’s beliefs doesn’t mean you are setting aside your own.

So, if you have a colleague who’s celebrating Christmas today, go ahead and wish them. You will earn their respect. Moreover, you will promote harmony.