Some people subconsciously turn on the speakerphone when they take a call, and Ge Dagen was no exception.
As soon as the call was connected, a gentle voice with standard Mandarin emanated from the phone, "Hello? May I speak to Mr. Ge Dagen?"
Ge Dagen nodded, "Yes, who is this?"
"Here’s the thing, I am a customer service representative from the Ocean Fundraising Platform. Our management has learned from the internet about the incident where our former employee demanded a benefit fee from you. We deeply apologize for what you have experienced. It’s due to our management negligence that such an incident occurred... We have now restored your frozen account to normal, and your withdrawal request has also been approved... Could we ask you to help clarify the matter online?"
Not only Ge Dagen, but Jiang Ning standing beside him also heard the customer service’s voice.
Ge Dagen sought help with a glance towards Jiang Ning.
Ge Dagen was not familiar with smartphones, let alone the internet.
He couldn’t quite grasp what the customer service was saying; he only understood that his account, which had just been frozen by Chen Deshuang, was now supposedly back to normal.
As for the last thing the customer service said, Ge Dagen didn’t understand it at all.
Jiang Ning, catching Ge Dagen’s plea for help, took his phone and said to the person on the other end, "Clarify what? Is Chen Deshuang an employee of your company? Did he demand processing and hardship fees from us? Is the power to freeze a requester’s account at will something your company permits?"
Jiang Ning didn’t know if the Ocean Platform was aware of what Chen Deshuang had done behind the scenes, but it was undeniable that Ocean Company bore certain responsibility for his actions.
As a public service platform that claimed to have "zero processing fees" and to "wholeheartedly serve the impoverished," Ocean Company’s management negligence had led to situations where external gangs scammed donations and its employees demanded benefits from those asking for help.
The customer service rep was startled, then quickly responded, "I’m sorry for the poor support experience you had. Our company dismissed Chen Deshuang this afternoon after learning about this matter.
Jiang Ning realized what Ocean Company was intending to do upon hearing this.
Clearly, Ocean Company wanted to eliminate Chen Deshuang from its ranks and extract itself from the incident.
But how could such a large company only have one "Chen Deshuang"?
When one cockroach appears before you, there might already be millions of others crawling behind the scenes.
Jiang Ning said to the customer service, "We are not very satisfied with this resolution. As for the clarification statement, I am afraid we are unable to issue it right now."
Jiang Ning was not quite satisfied with the way Ocean Company was currently handling the situation.
For a public service platform that receives from the people to give to the people, if it cannot fully serve the public, then it goes against the very spirit of charity.
Just like the two groups of wrongdoers Jiang Ning caught today, the platform’s negligence and system flaws allowed criminals to take advantage and prevented donors’ good intentions from reaching those truly in need, while the money ended up in the hands of lawbreakers.
When identifying these issues, the platform should not think about how to confuse the public or whitewash peace, but rather how to make amends, self-examine, and serve the people better.
If they could do the latter, Jiang Ning would be more than willing to help them clarify.