A couple of months ago, I received an email from a certain government office informing me that I had an outstanding debt. It was not just a debt but a huge debt!
About 2 years ago, the same organization had sent me an email of that sort and I launched my complaint and the issue was resolved. As far as I was concerned, I did not owe the organization anything. Desperate to find an answer, I contacted them via email. Their customer service team could not explain the issue to me so I was referred to another department.
Following the advice of the customer service team, I sent an email to the other department. I received two different emails from two different people citing different reasons as to where the outstanding arrears came from. I tried arguing my case on mail with the two individuals but my convincing, explanations and statements did not bear any fruit. I resolved to find time to personally go to their offices and seek answers.
This morning, I wanted answers or rather a solution. The security lady at the entrance directed me to the customer care desk. On my way to the customer care desk, a certain gentleman greeted me and asked how he could help me so I explained my case to him. He gave me a third different reason as to why I received the initial email from them. He requested me to follow him and give him my identification card.
He ran my details through their system, looked at me and smiled. He then informed me that I did not have any outstanding debt. I felt so relieved and happy. I tried to get answers but clearly, I was not going to get any answers. The lady next to him just told me “kimbia kabla system ikurudishie deni.”
I thanked him, stood up and started walking towards the exit then the guy said “Madam, si ugote basi‘ with his fist stretched out so I walked back. He then told me “shukuru Mungu na ushinde poa“.
I walked out of the building smiling coz of two things; I was debt-free and the kind of service offered to me…fast, friendly, delightful. The gentleman customized his interaction with me and spoke my language.
The organization definitely has some loopholes they can work on especially the bit of giving contradicting information but my experience when I walked into their offices this morning is something that really stood out.
