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To the email of Plovdiv24.bg we received a complaint from Krasimira Valentinova Yovcheva, which was also sent to Chief Insp. Georgi Mashonov, head of RU 02 Plovdiv. We publish it without editorial intervention:
Mr. Mashonov,
I would like to make a complaint about the behavior of the two female employees under your charge (they did not introduce themselves and there were no name badges, so I will have to be more descriptive) who work in the passport office – accepting documents, taking photos for passports and ready passports are taken from them.
My husband and I had to use their services on 06/29/2022 around 10:00 am. We went to apply to renew our passports and got in. numbers 623/4525 and 623/4526.
The behavior of the two women was brazen to say the least. They talk to the customers, arguing with them. With each one! They don’t miss! They expect the other party to be aware of all the procedures and administrative details of their work, without clarifying absolutely anything, they don’t answer questions, they “roll their eyes”, demonstrating their absolute unwillingness to do what they are hired for.
They speak in “you”, use sarcastic and disrespectful words, have the feeling that they are irreplaceable and all people waiting in line for documents are obliged to take care of their work comfort. They look for an argument with everyone and do not miss a person to fight, or at least make him regret having to work with your institution.
In our particular case, the woman taking the photos scolded my husband about where he left his completed paperwork (when I say scolded, you mean she really raised her voice and yelled at him). She then said that I will not take a picture of him and let the woman who was waiting after us take a picture before him “as a punishment” for being in a hurry – “Everyone is in a hurry, you will wait now, aaaaamaha”, were her words.
The other woman, whose seat is closer to the door, got into an argument with her colleague (in front of us, about some of their questions) and then took her anger out on the conversation with us.
For a total of 20 minutes of staying with these two women, we were yelled at the entire time, did not receive adequate service, or had our questions answered. Instead of a good day, we were used to asking for a form to fill out, and we generally understood that these women urgently needed training in many serious areas.
Today, 26/07/2022, around 10.00 am I went again to get the new passports. Along with me, there was a family of four inside – parents with a baby girl and a boy about 5 years old. They wanted to submit documents for issuing passports for the two children and the woman.
They went through the same farce I described to you above, and one of your employees (the woman whose seat is closer to the door) was not embarrassed even by the crying of the baby to scold the parents for not writing something in the right place. I spoke to the people on the way out, they will respond with a detailed description of the conversation with the woman and the reason for the scandal if you ask them.
The two women, your wards, received verbal reprimands from me twice when we submitted our papers on 06/29/2022, but after today’s fiasco I realize they will need to be given more serious attention.
Maybe they don’t want to work that, maybe they don’t want to be there, maybe they have personal problems, or mental disorders, whatever, that shouldn’t be a problem for the customers and everyone who’s out of work, for to come get their documents.
I will write to you about the cumbersome and unclear complaint procedure, combined with the ignorance that pervades the department, another time. Working with your wards is a real torture and I sincerely hope that you will look more seriously at this matter. I expect an incoming number and subsequent constructive development, not just a standard form that is sent within a statutory deadline for calling the number.
To give you a little more incentive, I will also send a copy of this complaint to several media outlets, in the hope that something will change after all. My suggestion is that you take the trouble to ask for feedback from the people who have used the services of your employees, so that you understand that the dissatisfied are not one and two, but rather 90% pass…
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