I recently got scammed while trying to withdraw money through Airtel Money in a way I never saw coming. Normally, you withdraw money by dialing *185# and following the instructions when you’re with an Airtel Money agent. So, when I arrived at a small kiosk in Kawempe – Kazo, Kampala, I started the withdrawal process. After initiating it, I received a secret code that I needed to read out to the agent to get my cash. But when I did, the agent told me the code was wrong.
I checked my balance and was shocked to see the money had already been deducted, yet the agent insisted she hadn’t withdrawn it. When I called customer care, the representative confirmed that the money had been withdrawn by an agent and provided the amount and timeframe. However, the agent number used didn’t match the one at the kiosk. It seemed like someone else had quickly withdrawn the money while I was in the middle of the process.
What also surprised me was the timing. The secret code was sent before I even initiated the withdrawal, which is strange because the code should come after you start the process.
This whole experience taught me a few things. First, once your money leaves your Airtel Money account to an agent, it’s up to you to make sure you actually get it.
Second, using USSD codes can make for a confusing and frustrating experience. Everything might start off smoothly, but can quickly go downhill, especially if customer service is poor. The customer care staff often seem undertrained and don’t have access to the information they need to help, unless you escalate the issue by visiting a physical location.
This situation really highlighted how a user can start off feeling comfortable with a service, only to end up frustrated. Negative experiences suggest there’s a big gap between the company and its product. It’s crucial for a company to ensure that every interaction a user has with their product is pleasant. They need to plan how to support users at every step of the way.
For USSD services, companies need to make the process as clear and straightforward as possible. USSD codes don’t give enough information, which can easily lead to misunderstandings. Companies should watch the entire service process closely to fix any issues. Improving customer service by continuously training staff on how to handle critical situations can make a big difference.
In the end, the goal for any product team should be to provide a seamless experience from start to finish. This means making sure that every step of the user journey is smooth and integrated, so users don’t end up frustrated.