The Telecommunications Regulatory Authority affirmed that “in the framework of our role in protecting users’ rights and achieving a balanced relationship between users of telecom services and their providers, the leaders of Vodafone Egypt were summoned to investigate the incident of a quarrel that occurred in one of the company’s branches in the presence of the user who caused the quarrel, Mr. Ahmed Bayoumi.”
The statement added: “This matter comes to find out the circumstances of that incident and to review the procedures and policies applied by the company in dealing with users and to reveal any shortcomings that may negatively affect the relationship with users.”
The photographer tells the details
The photographer of the incident indicated that the Vodafone company’s role reservation machine was out of order, and that the owner of the incident, who was attacked, had a problem with the line, and he went out to answer the phone, so they asked one of them to come forward instead.
He continued, “When the owner of the incident returned and the employee decided to postpone it, he objected and intervened, asking the customer service to speak in a proper manner, and from here the incident of the assault began, so that I filmed the incident and gave the video clip to the wife of the abuser, who published it on social media.”
The photographer of the incident noted: “There is a crisis in the numbering of customers, and the dispute that occurred is normal, and that the existing customer service employee did not solve the problem in a civilized way.”
And he stated: “I did not intervene to defend the owner of the incident. I was satisfied with filming and documenting the event, because I thought that filming would come against him. I did not imagine that this would happen in an international company like Vodafone.”
Consumer Protection Intervene
The head of the Egyptian Consumer Protection Agency, Ayman Hossam El-Din, confirmed in a statement to “Sky News Arabia” that the agency “monitored the video circulating about the incident and decided to investigate it, as it is entrusted with protecting consumers, controlling their relationship with companies and ensuring their rights.”
He stressed that the matter will be dealt with in all transparency, and the results of the investigation will be announced, and the measures taken based on the results.
A video clip showing a violent fistfight between employees of “Vodafone Egypt” and a customer who was severely beaten inside one of the company’s branches, had spread on social media.
The company issued a statement saying that “a report was issued regarding the incident, then the parties reconciled and apologized by both sides. Vodafone’s administration does not accept any abuse of customers under any circumstance, and this incident is being investigated to take the necessary measures.”