B-Wallet strikes again

Another incident affects Bank of Bhutan account holders

ICT: Many customers who attempted to avail a Bhutan Telecom (BT) promotion last week did not receive the requested top-ups nor the 40 percent bonus but still had their accounts deducted.

Many who attempted to top-up using BT’s B-Wallet service or the Bank of Bhutan’s (BoB) M-BoB mobile application on August 12, were informed by SMS of the failed transaction the next day. But on checking their accounts, many found that money had been deducted.

As of yesterday, many customers had still not received the top-up nor got their money back.

The problem affected only BoB account holders. It has been learned that both BoB and BT are currently examining the issue on a case by case basis.

BT spokesperson, Sonam Choden, attributed the high number of B-Wallet users with BoB accounts for the problem. “The failure of transaction from B-Wallet via BoB is because of the huge B-Wallet customer base holding BoB accounts,” she said. “During offer time, customers use the service at the same time which sometimes clogs the network and hence congestion occurs.”

It is not known why transactions made through the M-BoB mobile application also failed.

And this has raised another issue among affected customers. While making their complaints to BT some were told they would not have received the bonus anyway, if they had used the bank’s mobile application.

Customers have pointed out on social media that there were not aware that using the M-BoB mobile app would not qualify as an e-load. They have also pointed out that using B-Wallet would have been impossible anyway as a result of congestion.

“We have mentioned in our SMS and announcements in media that bonus is available only in e-Load and B-Wallet recharges,” Sonam Choden said.

BT has also responded on social media that M-BoB is a BoB application and therefore not configurable for such promotions.

Some customers did not understand why using M-BoB could not qualify for the bonus when it can be used to top-up electronically.

“Surprised BT has already started to differentiate between their products and that of M-BoB services. At the end, the goal is to provide BT customers with good services,” said Nawang P Phuntsho, a BT customer who was affected by the transaction failures on August 12.

Sonam Choden pointed out that BoB account holding customers will still receive the 40 percent bonus or discount. “If the transaction was made from e-Load and B-Wallet, not M-BOB, they will definitely receive the promotion provided they have made the transaction on that day,” she said.

On what is being done to resolve the issue and prevent further incidents, Sonam Choden pointed out that the BoB is upgrading their system. “The congestion takes place mostly for the B-Wallet recharges via BoB account … However, since BoB is in the process of upgrading their system, we are hoping that the B-Wallet service congestion problem will be solved.”

In an earlier interview, it was pointed out by a BoB spokesperson that such congestion problems only occur when BT provides promotional top-up offers. While a number of fixes has been attempted by the bank in solving the B-Wallet issue, they have not been successful. The bank anticipates that the problem will be fixed when its core banking system is in place in January 2016.

By Gyalsten K Dorji

4 replies
  1. chopel
    chopel says:

    WELL IF THE SCHEME IS FOR FEW SELECTED, WHY DO BHUTAN TELECOM (BT) EVEN START THIS FOR GENERAL PUBLIC? DID THEY EVEN CARE TO DO BIT OF RESEARCH LIKE CUSTOMER SURVEY, NO. OF BOB ACCOUNT HOLDER AND BT USER. USING THE SIMPLEST PROBABILITY MATRIX, ANY LAYMEN COULD DETERMINE THE CAPABILITY OF THE SYSTEM REQUIRED.BT AS A SERVICE PROVIDER, BT SHOULD NOT BE BLAMING THE HIGH USER OF B-WALLET, BLAME THE PROJECT MANAGER OF THIS SCHEME. PROJECT MANAGEMENT HAVE NOT DONE THEIR JOB WELL. AS FAR AS SIMPLEST BUSINESS POLICY I KNOW, MORE CUSTOMER MEAN MORE GROWTH. I HAVE A FEELING BT HAS DIFFERENT ONE.

  2. khope
    khope says:

    If you are a sensible customer, I would stay away from M-BOB app. BOB sent me another customer’s bank information, complete with Name, email address, mailing address, phone number, Citizenship ID number, M-BoB user ID, account number, and the M-PIN/Password to my email. Even after contacting BoB, they sent another email with all these information to the same email address. If I were someone other than me, I could use it to drain that person’s bank account. I just delete emails from BoB now. And no, I am not a BoB customer. I don’t think BoB management have any idea of security.

  3. amrithdiary
    amrithdiary says:

    This is one reason why I am afraid to use technology in Bhutan especially when it comes to financial transactions. I don’t know why but the public service delivery has hardly improved despite the introduction of various forms of sophisticated technologies. Firstly, I was wondering why there was no IOS version of M-BOB app and now I am shocked to hear of this news. The concerned authorities and IT personnel must really work hard to curb such issues in the future.

  4. Dorji
    Dorji says:

    BoB and B.mobile together packs all its costumers with lies. I never use to believe in free offers which you never get at all. I wonder how many of the costumers really do get the bonus?????????

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