Airtel Gabon explique sa décision très contestée par ses clients

by gabonnews on

Le Directeur du Marketing et la Directrice du service client d’Airtel Gabon ont dans une conférence de presse vendredi à Libreville expliqué la décision prise par l’entreprise de ne plus traiter les erreurs commises par les clients lors de retrait d’argent dont la somme est de moins de 10 000 FCFA à partir de ce vendredi 29 septembre 2023.

Ce qu’il faut retenir de cette rencontre avec la presse c’est que la mesure n’est pas totalement appliquée malgré l’expiration de « l’ultimatum ».

« Nous continuons à traiter les doléances des clients », a affirmé Jeanne Ster Ndong, Directrice du service client.

« La mesure n’est pas totalement retirée aussi », a pour sa part renchéri Sylvose Mve Abessolo, Directeur du Marketing.

Mve Abessolo Sylvose et Jeanne Ster Ndong Airtel Gabon / Gabonactu.com
Sylvose Mve Abessolo, Directeur du Marketing et Jeanne Ster Ndong, Directrice du service client ©Gabonactu.com

En revanche, l’opérateur soutient que son message très critiqué du 27 septembre dernier intègre une campagne d’éducation et de sensibilisation des clients invités à doubler de vigilance au moment d’effectuer un retrait d’argent auprès d’un revendeur.

« En deux jours, les erreurs ont été réduites de 15% », s’est félicitée Mme Ndong.

Par jour, Airtel reçoit entre 70 et 75 000 appels. 90% de ces appels concernent les erreurs lors des retraits d’argent, affirme Mme Ndong. Le traitement d’une erreur dure au moins 2 heures par client d’où la nécessité d’appeler tout le monde à l’extrême prudence, a-t-elle expliqué.

Exigence légale

Selon Airtel, la limitation de ces erreurs est une exigence légale, recommandée par la Banque Centrale des États de l’Afrique centrale (BEAC) qui régule les services d’Airtel money comme toute institution financière établie dans la CEMAC.

Comment va se passer ce changement ?

Les erreurs de retraits sont effectuées dans 100% des cas des points de vente Airtel Gabon. Lorsqu’un client s’y rend pour un dépôt, le point de vente valide avec le client que le numéro ainsi que l’identité du destinataire sont corrects.

La même vérification va désormais se faire pour les retraits, ce qui va drastiquement réduire le taux de transactions erronées.

Airtel Money est un service actuellement beaucoup utilisé par les usagers parce qu’il permet à ce jour d’effectuer des dépôts, retraits, paiements de services, activations d’offres, paiements de factures.

Antoine Relaxe

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85 Replies to “Airtel Gabon explique sa décision très contestée par ses clients”

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