I HAVE been using services of the Pakistan Telecommunication Company Limited for the last 14 years and a particular number, with their Smart TV service, for two years.

However, when I forwarded an online application for the transfer of my phone connection 23 days ago, on May 26, the operators assured me that my phone connection would be transferred within seven working days as per company policy along with Rs500 as transfer charges.

But to my chagrin, after eight working days, on June 11, the company informed me that I had cancelled the request for the transfer of connection.

When I got irked, they apologised as they always do and assured me that my complaint had been forwarded to the department concerned and an investigation would be held regarding the issue.

Furthermore, they assured me that my request would be dealt with on a priority basis and it would be addressed within 72 hours. When I asked if I had to pay the bill for this period, they calmly replied `yes`.

When I called them after three worl(ing days, they informed me that my request for the transfer of connection had been cancelled on June 11, and no complaint had been forwarded in that regard, and I would have to go through the procedure again.

I would highly appreciate it if someone could tell me what is going on.

Taha Sajid Multan