Everyone was pretty beaten up. The past two days were packed with errands, changes, schlepping and a lot of hard work. We were all thrilled that the the Rasoul´s had not only moved into their first apartment, but also that we were able through teamwork to set them up with the most important furniture needed. What was missing was the internet - a crucial tool nowadays that helps refugees tremendously with their independence amongst other things.
I had browsed through several options of various internet providers and had asked friends and Tony about their recommendations before meeting up with Shamse and taking her to the T-mobile store.
Everything seems perfectly fine at first. The employee was helpful and kind and I explained the situation from the very beginning. We went for the lowest rate to begin with, when I was asked for Shamse´s residence registration. She didn´t have it on her, neither did I.
I called Tony and asked him if he could stop by and bring the copy that I kept in the apartment and a few minutes later when he walked into the store I thought we were all set.
While the employee was working on the contract, I used Google translate to tell Shamse that we would also purchase a web protection package for the internet because of the children. Google translate left me hanging. I had to simplify my suggestion so I entered "porn". Shamse´s jaw dropped and she said "Nein, nein, nein" and shook her head. I laughed a lot. Even though she understood the word, I was not sure how to explain the relation between porn and her internet package. I was able to reach Mo, my translator friend. He´s originally from Syria himself and when I asked him to please translate the web package to her to protect children from watching porn and simliar things, he was a bit uncomfortable talking to Shamse about it but promised me he would find a wording to make her understand. I handed the phone over. Shamse spoke to Mo, laughed a bit, turned red, looked at me and gave me the phone back. I asked Mo if everything was clear and he said that she understood very well and that instead of choosing the word "porn" he talked to her about "nasty websites". She got the point and it was written all over her face. :D
The tables turned when the employee printed out the contract and asked Shamse for a paystub. I looked at him in disbelief and explained to him one more time that she was a refugee and currently unable to work. By now we had spent a good 40 minutes in the store and the employee told me that under these circumstances Shamse would not be able to sign a contract for the internet.
I took a deep breath and asked him to please at least try. Shamse was getting a monthly allowance by the state. It was a form of income. After chatting him up for a while, he picked up the phone and called headquarters who turned his request down. I asked to speak to headquarters myself but that was against the policy.
I was fuming. Not only had he waisted our time but now we were supposed to leave empty handed? No way José. There is always some other way. So I kept talking to the employee and asked him to think of an option when he finally said that it was possible to set up a contract if i would be the one under contract. I agreed and we finally received the internet box for Shamse.
By now I had received another donation which would cover the initial costs of the internet and the first few months. I tried to explain to Shamse that starting February I would add her bank account to the contract and use the donation to cover the costs in the meantime. She was incredibly happy. She was also very embarrassed as the process of just getting a contract had been strenuous for all of us but what embarrassed her above all was the fact that I had signed a contract for her on my name.
I am convinced that times will change, that all these processes will get easier in time as they will need to adapt themselves in response to the emigration of nations. I just hope that it will happen sooner rather than later. However the feedback of thoughtful employees on the ground who face customers, refugees or not, is crucial for change. They report and its their reports that will be heard.
No comments:
Post a Comment