1 reviews | Active since Jun 2016
Rude, bad customer service, refusing refund after inability to deliver service
<p>I saw a sudden strong signal of a CC wifi hotspot which I did not remember. I thought CC had boosted signal or created another hotspot near me and happily decided to connect as the signal stayed fairly strong (4-5 bars on a Mac). Based on this perception I bought 10Gb on the CC site, where they state the package is valid for a month. The transaction was facilitated on the CC site by Payfast, a payment gateway. Immediately upon starting to use the service that evening (beginning of June 2016) I found the speed slow (Speedtest.net showed less than 1Mbps). I tried again the next day or two and could sometimes connect but frequently lost the connection and the speed was non-existent.</p> <p> </p> <p>When I notified CC of my experience they said they had not boosted signal or changed aything in the service and hat they will not refund as I can use the package anywhere where there is CC. Giving them the benefit of the doubt, I tried connecting in Strand with the same poor results (not that this would have helped, as I planned on using the data at home only). CC refused to refund, even on a pro rata basis, blaming the fact that Payfast is a third party service provider and saying that I should take it up with them. They then cancelled the service "to prevent ********** activity" - insinuating that I will attempt to de***** them. The owner, Michelle, also stated that I verbally abused her staff, whilst I merely stated that I will broadcast far and wide to authorities and social media what CC did. The basis is that a refund should be provided if no service is capable of being provided. Seems CC is happy to keep monies for services not provided, and will fight potential customers to keep such money, or just ignore them. </p> <p> </p> <p>The emails are available for viewing...</p> <p> </p> <p> </p>
Wifi service provision over a hotspot is a best effort service. All hotspot users self-manage their connections, their purchases, and their accounts. This is clearly stated on our website. No contracts or agreements are signed with those who choose to use the hotspot service.
You connected to a hotspot in a complex that is prone to interference from a large number of other signals on all available legal freqencies, and in which we are not permitted to broadcast from any visible equipment, decreasing the chance of successful connections from clients more than 20 metres away from our hotspot.
We are a registered and licenced communications service provider. We broadcast within the legal power requirements set by ICASA, but our perceived signal is always much stronger than the signal we would see back from your device. As wireless internet connectivity requires two way communication, this means that the 4-5 bars at which you see us, is not the strength at which we see your signal back - in other words, "we don't hear you". When someone closer to the hotspot antenna than you connects to it, your signal drops proportionately as does our ability to communicate with your device. The laws of physics and radio frequency behaviour are beyond our control.
We correctly stated that you can use purchased gigs at any of our hotspots WHICH YOU CAN SUCCESSFULLY CONNECT TO. The Spur in Strand where you tried to connect is similar to the complex you initially connected from - you can see us, we can't see you back through numerous walls and roofs, so no two-way communication can occur. That is not considered a successful connection.
When our support staff attempted to explain how a wireless signal is delivered, you threatened to sue our company, report us to any and all authorities, slander us on social media, and invoice us for your time.
A year before this incident, you asked the same questions regarding your signal strength in the complex you live in, were given the same answers, and then resorted to the same abusive tirades. Our support tickets are tracked, numbered, and reported regularly to ICASA, who have copies of all your correspondence with my company.
While you were successfully connected, our logs showed you used over 100Mb within 2 hours. You requested a refund. You were asked to contact Payfast who would be able to reverse the transaction as they have the legal authority to do so, being a secure online transaction provider. You refused.
We arranged a refund of your purchased gigs in full, closed your account permanently, and requested that you do not attempt to connect to our network again. Should you apply for service in the future, it will be refused.
Wifi service provision over a hotspot is a best effort service. All hotspot users self-manage their connections, their purchases, and their accounts. This is clearly stated on our website. No contracts or agreements are signed with those who choose to use the hotspot service.
You connected to a hotspot in a complex that is prone to interference from a large number of other signals on all available legal freqencies, and in which we are not permitted to broadcast from any visible equipment, decreasing the chance of successful connections from clients more than 20 metres away from our hotspot.
We are a registered and licenced communications service provider. We broadcast within the legal power requirements set by ICASA, but our perceived signal is always much stronger than the signal we would see back from your device. As wireless internet connectivity requires two way communication, this means that the 4-5 bars at which you see us, is not the strength at which we see your signal back - in other words, "we don't hear you". When someone closer to the hotspot antenna than you connects to it, your signal drops proportionately as does our ability to communicate with your device. The laws of physics and radio frequency behaviour are beyond our control.
We correctly stated that you can use purchased gigs at any of our hotspots WHICH YOU CAN SUCCESSFULLY CONNECT TO. The Spur in Strand where you tried to connect is similar to the complex you initially connected from - you can see us, we can't see you back through numerous walls and roofs, so no two-way communication can occur. That is not considered a successful connection.
When our support staff attempted to explain how a wireless signal is delivered, you threatened to sue our company, report us to any and all authorities, slander us on social media, and invoice us for your time.
A year before this incident, you asked the same questions regarding your signal strength in the complex you live in, were given the same answers, and then resorted to the same abusive tirades. Our support tickets are tracked, numbered, and reported regularly to ICASA, who have copies of all your correspondence with my company.
While you were successfully connected, our logs showed you used over 100Mb within 2 hours. You requested a refund. You were asked to contact Payfast who would be able to reverse the transaction as they have the legal authority to do so, being a secure online transaction provider. You refused.
We arranged a refund of your purchased gigs in full, closed your account permanently, and requested that you do not attempt to connect to our network again. Should you apply for service in the future, it will be refused.