I’ve been using Cubatel for years, probably since the beginning, and I’ve always found the app and customer service helpful and able to resolve issues. However, my last experience this December led me to delete app and not use anymore because its management and, or ownership obviously has changed. I used the market to send food to Cuba. Whereas before, the app would warn you and let you know that you could only order from one of their sellers at a time, now you can put items from different stores in same basket, not a big deal I thought as long as I knew delivery charges which were less than $30 per the order. However when one of the items did not arrive, I called them and informed them that they still charged for the coffee that never got there. They explained that they were out of it, but when I asked for my money back for the coffe, all of a sudden it became a delivery charge so that they charged over $70 for delivery of products that totaled about the same. Despite my dispute and insistence that this was not what my order stated and that I would have never agreed to such an outrageous charge, they maintained their position with no reimbursement in sight. Around the same time, my husband sent a recharge that unfortunately was sent to a relative’s phone which was temporarily down, reason they didn’t get the email with notice of recharge. When he called Cubatel and informed them that recharge was never received and asked that they send another email, they refused stating that the recharge went through and if he didn’t get email that was too bad but he would have to fix in Cuba, and of course, he never could.
These incidents would not have occurred before as their customer service was excellent. Now, I feel that Cubatel is being run by individuals who are only interested in getting all the money they can from their clients, reason that I will not ever use their app again and will use other services and apps instead..
