Telecom is investigating a Wanganui woman's claims she received a text message from a Telecom call centre which said "f***you customer" after she complained texts to her family were taking hours to get through.
The woman, known only as Vanessa, raised her complaint with Wanganui mayor Michael Laws during his Radio Live show today.
Her call was prompted after Laws said he was becoming increasingly concerned with Telecom's level of customer service to Wanganui residents in the wake of further XT network outages affecting cellphones.
Vanessa said she wanted help from Mr Laws in getting an apology from Telecom.
"Vanessa did complain after receiving the offensive text and tracing it to the Telecom call centre," Laws said.
"But that complaint has remained dormant. I'm receiving similar treatment after Telecom voided my email account with neither cause nor explanation. New Zealand is now full of such stories and the resultant indifference."
Telecom said it was conducting an internal investigation into the "highly unusual" occurrence.
Spokesman Nick Brown said that because of the serious nature of the complaint and any repercussions, the company needed to be very thorough in its investigation.
Telecom had spoken to Laws this afternoon and was also getting in touch with the woman.
"Our customer service teams all set themselves the highest standards and therefore behaviour such as that reported by Mayor Laws would equate to serious misconduct," Mr Brown said.
