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mBank mobile clients complain about pre-paid top-ups


2007-06-14

The Office of Electronic Communications (UKE) has reported that it is receiving complaints from the subscribers of mBank mobile, an MVNO, about the operator’s customer service. Any complaints refer to the rules of pre-paid top-ups.
The customer who tops up the account after the previous top-up has expired and outgoing calls have been blocked receives a new period for the calls but it is reduced by the number of days between the expiration of the previous period and the new top-up. On 4 June the regulator asked mBank mobile for an explanation and the operator now has 14 days to provide it.
The operator stated that this situation complies with the rules of service provision and that it is caused by the billing system. It declared, however, that the rules will be changed and that all complaints lodged by the clients to the operator are being processed in the clients’ favour.
mBank mobile is the first MVNO to have launched its services in Poland on the basis of the infrastructure of Polkomtel, the operator of Plus and Sami Swoi mobile networks. Since it commenced operations in mid-December 2006, it has attracted 40,000 clients. It offers telecommunications services to the clients of mBank, the largest Polish online retail bank.


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