Bad Service Received

On the 10th February 2018, I signed up for a product with Axxess. Payment was effected and confirmation received via email that everything was in order. All contact details including the delivery address was captured online. The same day, we received verification that the payment was received.

On Wednesday at 12h40, I received an sms to confirm that I will be contacted to verify the delivery address. Reference number 51432 however no call was received.

Another sms was received on the same day stating that the order was received by Digital Planet who is the delivery company and they will contact me within 24 hours for deliver but still no call. There was no contact number given on the sms

On the 15th February 2018, another sms came through stating that they have not received a delivery address and the order is at risk of being cancelled. They still stated that they will call within 24 hours. Nevertheless, I contacted Axxess who confirmed that the order has not been cancelled and it still remains active and they will check with dispatching and advise me. No feedback received.

On the 16th, another sms came through stating that the order was cancelled. The sms had a contact number ********** . I immediately contacted the number and they advised that the order is not cancelled and I should wait a few days. They also advised that they will confirm with their team leader and call back. No feedback received. They also asked me to contact Digital Planet however there was no success there as they keep dropping the lien whilst you are on hold.

We contacted them on Saturday the 17th February 2018. The consultant was helpful at Axxess but had limited resources to assist as their dispatching department was closed.

Axxess was contacted on Monday 19th as well as today 20th and they are still insistent that my order is active and has not been cancelled. They asked me to contact Digital Planet which is their delivery company. On both days I contacted Digital Planet, 3 times on Monday and 6 times today. Every time switchboard transfers us to customer services, we are placed on hold and the call is dropped. We finally managed to contact Axxess again in the afternoon and the matter was discussed with Claudia. She advised that she escalated the matter to her team leader and was going to contact me after feedback was received. She advised that her systems show that the product is still active and not been cancelled. They cannot do anything until Digital Planet updates their status.

I called Digital Planet and spoke to Mbali who advised that their systems show that they called me on the 14th, 15th and 16th but my number did not exist. This is quite strange.

She also insisted that they cannot do anything on their side as they are only a dispatching company and Axxess needs to reinstate the order.

Between Axxess and Digital Planet, their service is something to be looked at. It is unacceptable that the client is given the run around and the client must continue to call them to sort the issue out.

We have paid for a service and expect delivery of the service.

We hope that this matter is resolved ASAP