The absurd incident experienced by Hari Bucur Marcu in a DIGI headquarters in Sibiu: “We don't need recalcitrant customers”

The security expert Hari Bucur Marcu was the protagonist of an absurd incident, which he narrated on his social media page. He told how he ended up being kicked out of the headquarters of a telephone and internet company in Sibiu, after trying to help an elderly man.

Good luck Mark. Source: THE TRUTH

He published the account in the form of a complaint addressed to DIGI, in which he claims that an employee of the company told him to look for another service provider.

“Dear DIGI Romania, today, Saturday, December 20, 2025, I had a discussion with one of your employees, at one of DIGI's public contact points in Sibiu, a discussion that ended with the employee's definitive reply: “We, at Digi, do not need recalcitrant customers like you! So all you have to do is go to another company!””he reported on his Facebook page.

Hari Bucur Marcu reported that he arrived at the company's headquarters wanting to exchange an old SIM card with a compatible one for an immobile customer, aged 85, but its employee refused on the grounds of “procedure”.

“What was my 'recalcitrant' attitude? Simple. I asked Mr. Operator to find a solution for me when a DIGI customer bought a new phone, in which he could not insert the SIM card with the phone number he wanted to continue using, because the card turned out to be an older model. The problem that I was asking Mr. DIGI to solve was that the customer is elderly (85 years old), visually impaired and immobilized at home due to a spinal fracture and, as a result, I, also a DIGI customer, had to go to a DIGI point, where I could change the SIM card incompatible with the new phone model to a compatible one. The gentleman from “we at DIGI” told me briefly that there was no way to change my card, because the “procedure” he had to perform required the presence of the contract holder at the work point, at performing the exchange of the old card with the new one”, he said.

The security expert added that he asked the employee to show him the text of the SOP (Standing Operating Procedures) where this condition would be provided.

“He told me to look it up myself in the customer guide,” says Hari Bucur Marcu.

She then asked him to put her in touch with someone higher up, to which he replied that “all the bosses are on the weekend and can't be bothered!”. At some point, the situation became absurd, according to his account.

“He told me that there would be a possibility to represent the immovable client, through a power of attorney.

What kind of power of attorney? I asked.

«One like this», he answered me and showed me a sheet of paper, with the letterhead DIGI and the title «power of attorney», putting his finger on the place where the immovable client should put his signature.

Perfect, I was happy. Give me a copy, I'll go sign it and bring it back.

It's not possible!, says the young Mr. DIGI. The contract holder must come and sign the power of attorney in front of us!”, reported Hari Bucur Marcu.

Sent to another phone company

He stated that he realized that the situation had become absurd, “worthy” of a play by Eugen Ionesco, but the company employee assured him that it was real.

“Of course I wanted to convince myself that I'm not in an absurd play (louder than anything Eugen Ionesco could have written): so you're telling me that since a person can't move, he has the option of giving a power of attorney to another person who can move, only that the power of attorney wouldn't be valid unless it's signed by the agent on the spot, that is, after he's moved to the DIGI point?!?

«Yes, this is the procedure!», the DIGI employee assured me calmly and with a superior smile on his face.

“Are you kidding me?” I asked, to be sure that's what he was doing.

“If it doesn't suit you, you can only go to another company! At DIGI, we don't need recalcitrant customers like you!” reported Hari Bucur Marcu.

Angry at the phone company

At the end of his complaint, the expert asked the company to send him the actual procedural documents (SOPs) that the employee was citing from memory.

“And if that's what it says there, that an immovable client can be represented by another person, empowered by that client through a power of attorney whose validity is obtained only by moving the immovable to the DIGI workplace, I will admit that you are strong, gentlemen! Too strong for me to remain your client. What does the 3,000 lei per year that I spend to you matter to such a big and smart company I'm a customer!”he said.

Hari Bucur Marcu recalled that all he wanted to get from the DIGI point in Sibiu was a SIM card compatible with modern phones, in exchange for the SIM card already in his possession.

“I didn't want any information about the customer, about the contract, about the content of the DIGI services provided to that customer, about the phone calls or text messages, about the data traffic or anything else. All the poor operator had to do was to open a cabinet or a drawer, from which he could choose a new model SIM card, which he would exchange with the card I had in my hand. It seems too complicated to you, or was Mr. that one even more sub-intelligent than one who doesn't know how to cross the street alone?”, he concluded.

Company representatives did not comment on the incident.