Poor service and client treatment for an error made by Axxess!!!

I have been a client of Axxess for a while now, and my first experience with them was great. I even converted friends to them, but realised something changed as my friends did not have such great experiences going live with them.

We are moving house, and would have loved to stay with Axxess. Yet, we have to cancel our service and then re-apply for the new house. So I did that, with one month notice requested cancellation for 31 May 2018, which I asked them on 30 April to do.

The line was cut off on 1 May!! Following up on 2 May, their first response was that this was my mistake as they see it on their system as 30 April line cancellation. To this, please see below an extract of the support chat where AXXESS confirmed the date. Clearly their mistake!

Lukanyo M – 2018-04-26 14:21:09 Hi Kurt Hi There, As per your request the cancellation has been processed for the End of May 2018, so the Line will be cancelled on May, 31 2018. Kind Regards

Client – 2018-04-26 13:59:28 Hi, We have sold our house, and are moving on 31 May 2018. I would like to give notice to cancel my Fibre Line and Data entirely for 31 May 2018. Please confirm what steps I need to take, who I need to call in order to get this processed. Thanks Kurt

After a big fight, they agreed to reactivate the line. Which they initiated on Wednesday 2 may.

I followed up with a call and numerous requests on their online support with only one reply saying they are waiting for openserve to activate the line.

In between, Axxess billed me twice for the month's data and I had to request a refund for the extra charge.

I eventually called on Friday to ask what is going on, line is still not working. New lady telling again that I cancelled the line for 30 April! Are you kidding me???

So I asked to speak to a manager. The manager informed me that they are waiting on openserve (as if I didn't know that). They have to send two emails before they can escalate and I may not contact openserve directly to do so.

So I asked when did they email the second time. Answer was, just now. I asked why? and he said, he has a lot of emails to go through. I go though 500 emails as well, poor excuse!

Conclusion. Axxess made an error, takes no responsibility for this, blames the client, does not prioritise this issue which was their mistake, and in general treated me very poorly.

Still paying for data I cannot use, and without internet having tried my very best to follow the rules and communicate clearly. What else do you expect from clients Axxess?