what a *******
<p>This is what was promised to us, 30% cheaper and we even gave our current NEOTEL account</p> <p>And the service would be better but none of their people get back to a person</p> <p> </p> <p>I was **** to and told that it will be cheaper, service better I will not have to do a thing<br />everything will be done by them<br />But after I get my first bill, still paying Neotel and Telkom I get told that Bitco doesn't lift a finger that is all up to us with no regard that I am now paying multiple people for one service.<br />When I inquire about the lady that sold me all these lies I was told that they can't get hold of her as she doesn't actually work for them and that you never meet the people that sell your product and misguide your customers as they use outside people and don't really care about what they told us.</p> <p>After numerous "managers" came to see us and still nothing happens.</p> <p>They charge for fibre installation when our building already had fibre</p> <p>And now they won't even take my calls</p>
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BitCo's replyOfficial
02 Feb 2017, 14:28
Good day
We acknowledge receipt of your complaint and we will be investigating all avenues of this and provide feedback as soon as possible.
Best regards,
BitCo's reply02 Feb 2017, 14:28
Official
Good day
We acknowledge receipt of your complaint and we will be investigating all avenues of this and provide feedback as soon as possible.
Best regards,
BitCo's replyOfficial
03 Feb 2017, 12:07Good day Dean,
Please see below the feedback after an investigation was done.
In December 2016 one of our Customer relations consultants got in touch with you regarding your connectivity and account balance. We supp**** you with a payment plan since BitCo had not received any payment since inception of your services. The consultant then passed your account to the Customer relations manager (CRM), whom then proceeded to set up a meeting to resolve all outstanding problems.
During the meeting, you raised the costing of the fibre connection and the fact that you still have a Neotel and Telkom bill that you receive every month. It was explained to you that BitCo is not responsible for cancelling the accounts you have with other service providers, but we will be able to assist with the cancellation. We also mentioned that BitCo still needed to port the Neotel number for us to connect your phones, but before the port could take place you would need network points installed (LAN). The CRM and project manager agreed that they would raise the costing with BitCo’s CEO to see if there was anything that could be adjusted, however they would only be able to provide feedback in the new year.
In January 2017, you contacted our offices and spoke to our Customer service manager. You refused to deal with any of the above-mentioned people and a meeting was setup to discuss a way forward.
During the meeting, there was an agreement with the customer service manager that we would get a team on site to install the equipment needed (excluding the installation of network points) to connect your phones and port the number. A quotation was signed in the meeting for the required equipment. BitCo would also send another team to site, to get the fibre switch installed in a cabinet. Once again it was mentioned in the meeting that the costing will be discussed with the CEO.
A team went to site to install the fibre switch in a cabinet. Another team was dispatched to install the phones, only to find that no network (LAN) had been installed. The work could therefore not be completed. The customer service manager sent you an email explaining that BitCo could recommend a network partner to assist with the installation of network points (LAN), at a reduced cost. The email also explained that the existing monthly fees could not be reduced, however BitCo will be able to double the current bandwidth at no additional cost to you.
You then queried the fact that the call charge would be over and above the monthly fixed fees. The customer service manager then explained that the calls are charged at certain tariffs (per second rates) and do not form part of the fixed monthly costs as call volumes vary and are not fixed each month.
Since no payments were received since inception of your services, a suspension notice was sent to your company requesting payment. After no payments were received, your service was suspended.
Best regards,
BitCo's reply03 Feb 2017, 12:07
Official
Good day Dean,
Please see below the feedback after an investigation was done.
In December 2016 one of our Customer relations consultants got in touch with you regarding your connectivity and account balance. We supp**** you with a payment plan since BitCo had not received any payment since inception of your services. The consultant then passed your account to the Customer relations manager (CRM), whom then proceeded to set up a meeting to resolve all outstanding problems.
During the meeting, you raised the costing of the fibre connection and the fact that you still have a Neotel and Telkom bill that you receive every month. It was explained to you that BitCo is not responsible for cancelling the accounts you have with other service providers, but we will be able to assist with the cancellation. We also mentioned that BitCo still needed to port the Neotel number for us to connect your phones, but before the port could take place you would need network points installed (LAN). The CRM and project manager agreed that they would raise the costing with BitCo’s CEO to see if there was anything that could be adjusted, however they would only be able to provide feedback in the new year.
In January 2017, you contacted our offices and spoke to our Customer service manager. You refused to deal with any of the above-mentioned people and a meeting was setup to discuss a way forward.
During the meeting, there was an agreement with the customer service manager that we would get a team on site to install the equipment needed (excluding the installation of network points) to connect your phones and port the number. A quotation was signed in the meeting for the required equipment. BitCo would also send another team to site, to get the fibre switch installed in a cabinet. Once again it was mentioned in the meeting that the costing will be discussed with the CEO.
A team went to site to install the fibre switch in a cabinet. Another team was dispatched to install the phones, only to find that no network (LAN) had been installed. The work could therefore not be completed. The customer service manager sent you an email explaining that BitCo could recommend a network partner to assist with the installation of network points (LAN), at a reduced cost. The email also explained that the existing monthly fees could not be reduced, however BitCo will be able to double the current bandwidth at no additional cost to you.
You then queried the fact that the call charge would be over and above the monthly fixed fees. The customer service manager then explained that the calls are charged at certain tariffs (per second rates) and do not form part of the fixed monthly costs as call volumes vary and are not fixed each month.
Since no payments were received since inception of your services, a suspension notice was sent to your company requesting payment. After no payments were received, your service was suspended.
Best regards,