JEDDAH, 19 April 2003 — Customers are disturbed at STC’s monopoly on phone services even after privatization. They say complaints are often delayed or ignored completely, a situation they link to the fact that STC operates without competition. There are also complaints about STC’s new blacklisting process for customers who are late in paying their bills.

Customer Husam Muhammad told Al-Madinah newspaper the service charge was excessive given the quality of service from STC. “The service is very bad and sometimes the call does not go through. If you get cut off for late payment and pay the bill, it takes a long time to get reconnected.

“If you apply for a cell phone in the morning, they often tell you to come back the next day, rather than the afternoon of the same day. That is very strange. Clearly there is something wrong with their system of administration.”

Ramzy Al-Jizani encountered a confused company. “I wanted a new land line in my house but later changed my mind and canceled it,” he said. “They said fine, but later they disconnected my home and cell phone. Of course they hadn’t canceled the application, so they thought I hadn’t paid the bill for my second land line. But someone else was using my number, and was running up bills in my name. When I explained my problem they said: ‘Pay first, complain later.’”

Saleh Al-Ghamdi told a disturbing story. While his phone bill is usually around SR400 a month, on one occasion he found himself with a bill of SR1,500, which he was unable to pay. It turned out that his 15-year-old son had applied for another line using the family ID card and run up a huge bill. “I am angry with my son,” Al-Ghamdi said, “but not as angry as with STC. How can they let a 15-year-old register a phone line?”

STC’s monopoly is disturbing to businessman Bassam Abuzeed. “Our fate is in the hands of one company. They don’t listen to complaints or feedback. That is bad for business, and it’s unprofessional.

“When there are problems, we have to pay first and discuss them later. You have to pay the bill, otherwise they cut you off, and then you have to pay a late payment charge as well. If you dispute the bill and you are successful — should they admit a mistake at all — it takes a long time to get your money back. It’s as if STC are saying: Take it or leave it. As long as there is no competition, it seems they can get away with anything.”

Proper competition would force STC to shape up, according to customer Adel Yahya. “As it is, we pay too much money for services that are slow and bad, and even after the recent price cuts many people are losing confidence in the company.”