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Ursula C

1 reviews | Active since Jun 2011

01 Feb 2020, 18:15

PURE TORTURE

After over a month of pulling teeth to cancel with the big top circus that is Afrihost i.e. PURE HELL you clowns think that by holding a customer who cancelled in the second month of your "double your money back guarantee period" to ransom by keeping the line on a "pending cancellation status" is going to keep the customer? Not only have we received ZERO customer service from your organisation, the cancellation process is tedious and there are multiple different cancellation instructions BUT, now I am sent an invoice for cancellation which was NOT brought to my attention at any point during the MULTIPLE cancellation processes, emails, WhatsApps and discussions, nor is it noted on your website where you promise a “DOUBLE your money back” guarantee if the customer is not 100% happy with the “legendary client service” – of which there is NONE!! "Satisfaction Guaranteed It’s highly unlikely, but if for some reason you’re not 100% happy with your Afrihost fibre or our legendary client service, you have 60 days to get DOUBLE your money back*. So try us out, without the risk. WE DID AND THE ONLY THING YOU GUARANTEED IS THE CANCELLATION WITHIN THE FIRST TWO MONTHS.

You will also note that as per your T&C’s “Any and all products which do qualify for the Double-Money-Back Guarantee are explicitly labelled on our website, and therefore products which do not display the "60 Day Double-Money-Back Guarantee" label DO NOT qualify.”, therefore as this guarantee is explicitly labelled on your website it does qualify for the double your money back guarantee. AGAIN YOUR "SUPPORT" TEAM CAN NOT EXPLAIN WHY I AM LOCKED OUT OF THE CLIENT PORTAL, CAN NOT TELL ME WHAT IS OWING (when you have the banking details as part of the cancellation process in spite of never having billed me because the cancellation took place within the first two months), in spite of the CANCELLATION WITHIN THE GUARANTEE PERIOD and now EXPECT ME to CALL in on Monday and waste more of my time because you are incapable of actually doing your jobs and providing a service. I highly recommend you change from being and ISP because that would infer "SERVICE" something you know NOTHING of, to just IP (*********** PRATT) as this is a far more accurate description. RELEASE THE CAPTIVE EX CLIENT THAT REFUSES TO MAKE USE OF YOUR LESS THAN SATISFACTORY INSTITUTION post haste and ensure that your ransom terms are upfront when attempting to lock in a new client.

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Replies (3)
UC
Ursula C's update03 Feb 2020, 18:13
Reviewer Update
Hey Pure HELL, so not only do your accounts and service departments NOT respond to emails, but I get referred to the client portal (which you locked me out of around the 12th January for no reason), I am then informed by your less than knowledgeable support person Tshepo M "Okay so you can call the accounts department directly to get this resolved as the account is locked when payments continue to bounce after a couple of times and only the accounts department can assist getting the Account unlocked" implying that I don't pay my accounts. Now the invoice which was received was dated 1 February (in spite of my initial cancellation being 27th December) which has the debit order run date of the 6 February - which is strange and somewhat ********* to keep an unhappy ex-customer ransom for a further 6 days due to your incompetence, only then to inform them that they are locked out of the client portal as a result of bad payment (no debits have gone through as we were in the "trial period" and we were not informed of any cancellation fees (or this would have been settled prior to cancellation UPON A TIMEOUS INVOICE). Then you email and WhatsApp accounts and "support" requesting banking details which are not supp**** on the invoice waiting another day (because the "service" you offer is so satisfactory ... ????). Proof of payment is sent and again you contact accounts and support and request a call back which you are informed via SMS will take place "bewteen 15h40-16:10" - it is now past 18:00 and no call has been received (perhaps I should have checked which decade you were referring to ????. Tell me again about your "If at any time in the first 60 days you feel that we did not live up to our promises and you choose to leave us, we'll pay you back DOUBLE what you've paid us on your package, up to cancellation - no strings and no questions! If we don't delight you and deliver on our service promise, you can choose to leave us at any time in the first 60 days, and we will pay you back double the amount you've paid us on your chosen product or package, up to that point. If we don't deliver, you don't pay - in fact, we pay you". End of DAY 3 post cancellation (which took over a month) and still not able to move ISP because the numbskulls that "work" there actually DO NOTHING. ????
UC
Ursula C's update04 Feb 2020, 08:59
Reviewer Update
Last night (3 February) I was informed by Anita that my line was released on Saturday 1 February, today (4 February) I am contacted by their "accounts" departments Lunga M " your account will be updated and the line will be released as soon as the payment reflects." Left hand not know what the right hand is doing? Afri**** you have a looooooooong way to go to reach any form of customer satisfaction!!!


UC
Ursula C's update04 Feb 2020, 13:49
Reviewer Update
The lack of satisfaction just keeps increasing with this circus, in spite of not responding to emails or advising customers of a host of un-mentioned costs that will be incurred with the cancellation within their "satisfaction guaranteed trial period", before they have even managed to release your line, they are able to call you to try and arrange collection of the router. Perhaps when you respond to my very numerous emails, release the line and the double your money back refund is reflecting in my account, I may be more amenable to have you contact me for the router collection, BUT until such time as you can respond to my queries or even call me back as per my confirmed request, do not for one second think that I am willing to give you so much as an inch if you are unable to hold up your end of a contract.