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Niki E

1 reviews | Active since Oct 2018

13 Dec 2019, 15:39

BitCo, the new Telkom. (Don't use BitCo)

What a disappointing experience. When we first sat down with BitCo, we were promised all sorts of great things. However, the truth is quite the opposite. We started our project with BitCo in March 2019. It is now December 2019 and the project still has not been completed.

We were manipulated into signing up for a new fibre installation despite already having one up and running. BitCo claims they never manipulated us, however, this is not how we feel it played out.

Furthermore, we tried to cancel about 3 times to date with little or no feedback. On the second cancellation attempt, we were told to send our cancellation to another email address, which we did. There has still been no confirmation from BitCo that our services are being cancelled.

0
Replies (7)
BitCo
BitCo's reply13 Dec 2019, 16:05
Official
Good day Niki

Thank you for bringing this to our attention.

Please allow us to investigate and we will get in touch with you as soon as possible.

Kind regards,
Morne Minnaar
Customer service Manager
BitCo
BitCo's reply18 Dec 2019, 13:54
Official
Good day Niki

 

After some investigation I have found the following.

 

The projects have been completed and the connections have been live since July 2019. Please let us know what is not completed so that we can assist. All payments have been received every month for the connection and services. With regards to the new fibre, it is standard that a new fibre will be advised on due to possible faults on the existing connection.

The first cancellation request that came into the correct department with an official cancellation letter, was received on 5 December and we will process the cancellation as requested and our team will be in contact with you regarding this. Please note that there will be fees involved for this cancellation as the service has been handover and in use.

 

Please let us know should there be anything else we can assist with.

Kind regards,
Morne Minnaar
Customer service Manager

NE
Niki E's update23 Jan 2020, 15:59
Reviewer Update
Good day Morné,

It has now been a month, and no progress has been made. We just received yet another invoice (after no invoices have been sent in over 2 months), with a massive outstanding balance, and no cancellation whatsoever. What is going on? Please process our cancellation with immediate effect, as the cancellation was sent in on 5 December. Also, we never signed off on the install as we haven’t been happy with the project at all. Also, nothing provided by BitCo is in use whatsoever.

Looking forward to your most urgent response.
Niki.
BitCo
BitCo's reply23 Jan 2020, 18:13
Official
Good day Niki

I apologize for any inconvenience caused. 

I will follow up with the team and provide feedback as soon as possible. 

Will follow up with you in the morning. 

Kind Regards 
Alicia Boonzaaier 
Customer Service Consultant 
BitCo
BitCo's reply27 Jan 2020, 08:11
Official
Good day Niki

I will make contact with you personally today by phone and email to discuss the way forward.

Kind regards,
Morne Minnaar
Customer Service Manager
BitCo
BitCo's reply27 Jan 2020, 09:43
Official
Good day Niki Thank you for taking my call. As discussed, i have sent you a mail with the required information.

Please let me know should you require anything else.

Kind regards,
Morne Minnaar
Customer Service Manager
BitCo
BitCo's reply30 Jan 2020, 08:28
Official
Good day Niki

Thank you for the reply to my email.

I do apologise for the delay in getting everything resolved. As discussed we have cancelled the service as requested and there is no outstanding matters.

Kind regards,
Morne Minnaar
Customer Service Manager