The National Authority for Public Services (ASEP) was granted this power by law and decided to exercise it without prior notice. Leading the operation were the Director of National Telecommunications (TELCO), Alkin Saucedo, and the Director of Customer Service, Edwin González, accompanied by technical and legal teams. During the operation, internal verifications, customer interviews, and process reviews were conducted at both agencies. According to Saucedo, they found 'opportunities for improvement' that will now be evaluated under administrative procedures. The intention is to visit all telephone company stores nationwide because, as he stated, the responsibility is to ensure that users do not have to wait hours to resolve a problem. Among the main complaints detected are service quality failures, interruptions due to fiber optic work, and billing for full periods in which the service was suspended, forcing people to go in person to fight for refunds. During the inspection, ASEP officials even intervened in some cases of advance payments, guiding users in real time. It was a simultaneous inspection to see how customer service is being handled. The operation reviewed waiting times, quality of attention, and whether user rights are being respected. It was clear: if measures need to be applied, they will be applied as the law mandates. In turn, González assured that this is just the beginning. The message was clear: supervision will be permanent in the telecommunications sector. The National Authority for Public Services (ASEP) descended without prior notice on Saturday, February 21, on the agencies of Tigo and Más Móvil within Multiplaza, in San Francisco.
