Saturday 21 September, 2019

Lisa slams ‘bad customer service’ at toll booth amid ‘cash only' policy

Lisa Hanna

Lisa Hanna

Member of Parliament Lisa Hanna on Thursday expressed annoyance with the customer service meted out to her by a sales agent at a toll booth along the North South Highway as she attempted to make her payment via credit card.

Hanna, in a post to Instagram, said the sales agent refused her payment per company policy – she said the agent explained that highway operator China Harbour Engineering Company (CHEC) only accepted cash for toll payments despite having credit/debit card machines.

The upshot is that Hanna had to “wait for someone to drive from Kingston to the Caymanas Toll with $450” in order for her to make the payment to get through the toll.

But while Hanna expressed frustration with CHEC’s ‘cash only’ policy, she appeared more annoyed with the attitude of the sales agent.

“The sales agent was passive aggressive in her demeanor and said there was nothing she could do because even if I bought the pass for $30,000 it wouldn't be activated to get me through the toll,” Hanna wrote.

“Why do our own Jamaican people make life so difficult for their own Jamaican people?” she continued, arguing “Suppose it was a situation of life or death and a person just didn't have the money? Why must we give people who are trying to give you money (or not) bad customer service in the sales office?”

She described the experience as “probably the worst customer service I’ve ever had”.

See Hanna’s post in full below.

 

CASH ONLY ... But why if you have a credit/debit card machine you won't accept credit card/ debit payments for the toll?

I had to wait for someone to drive from Kingston To Caymanas Toll with $450.00 because unless you have cash or US$ the Chinese will not let you through. It's their policy. The sales agent was passive aggressive in her demeanor and said there was nothing she could do because even if I bought the pass for 30,000.00 it wouldn't be activated to get me through the toll.

When the person arrived with the $450.00 a Supervisor finally called down to the sales office where I was to say that they will accept my payment via credit card. This was after I was prepared to buy a pass for the road which they estimated would cost me $30,000.00. I eventually made a credit card payment of $38,450.00 (2,450 toll, 6000 for the device & 30,000 for credit) to CHEC after feeling sever frustration with the customer service.

Why do our own Jamaican people make life so difficult for their own Jamaican people? Why won't the Chinese Highway accept other forms of payment? Suppose it was a situation of life or death and a person just didn't have the money? Why must we give people who are trying to give you money (or not) bad customer service in the sales office? CHEC needs to make back their money on their investment to build the road. But it's no excuse for a Jamaican worker to give bad customer service. That's the issue. I am calling on China Harbour to look at their toll policy. It's already very expensive for us as motorists to use the highway but on top of it we receive bad customer service.

We don't encounter this problem on the North South Highway ...May 3, 2017 Thanks to the supervisor. I have formally made a complaint and offered suggestions to the CHEC head office.

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