Ismart Cellular backdoor tactics
<p>My wife was contacted telephonically by a Ismart salesperson 02 April 2015.This salesperson conviced her that Ismart had a better phone than the one she was using then and eventually she accepted the contract on the condition that she could immediatly return the phone if she was not satisfied with the product.The phone was evetually delivered on 13 April 2015 and on comparing phones she saw that the Ismart phone was of lesser quality as well as lower ranking phone as it was the same make as hers.She then informed Ismart on 14 April 2015 within the cooling off period and the phone was collected and returned on 15 April 2015 in it origional sealed status as on delivery.</p> <p> </p> <p>However when she phoned Ismart to cansel the contract the salesperson informed her that the phone as well as the simcard was already registered on 13 April 2015 on the Rika system.This was againts a written notice on the receipt that it would be done within 72 hours of her activating the phone and simcard.The represetitive became very arrogant during the conversation before proceeding to arrange for the courrier for collection.The contract was canselled and the and the sim de-activated on 16 March 2015.</p> <p>Ismart then still proceeded to collect money from her bank account via an debet order for 5 times afterwards. My wife had to cancell and reverse the Debet order 3 times with Ismart receiving money on two occasions.Repeated phonecall between Ismart and her could not remedy the situation.</p> <p> </p> <p>On 04 January 2016 She received a phone call from Ismart demanding that she owed R8886.00! The very same day she received an sms from Sunclaire Finacial Attorneys stanting that she has been handed over.After a lot of phonecalls to Ismart they admitted fault and re-inbursed. The re-inbursment was only agreed to after they deducted R385.00 for canselling and return fees. A manager called " Maja" confirmed telephonically on 05 February 2016 that they matter was solved as well as retracted by the attorney</p> <p> </p> <p>Regardless of the above two diffrent attorneys , Gert v/d Merwe Attornies and HTN Attorneys <br />was appointed to persue the matter. Gert v/d Merwe Attornies on 10. 09 June 2016 and HTN Attorneys on 20-Apr-17. In both cases She and myself attempted to get Ismart to react to the Attorneys but they seem to refuse to do so.Our last attemp to get a account statement from Ismart was also ignored.</p> <p>The current Attorney does not want to communicate with Ismart and insisted that it is her duty to do so and to return with supporting documentation.The dilemma she finds herself in now is that the attorney on the one side does not beleave her and wants her to commit to their demands. Ismart client services on the other hand confirms a nil balance and refuses to hand over supporting documents.My stance is to take Ismart on for harrasment and claim from them.</p> <p>Ismart Cellular cannot be trusted and refuses to sort out this mess. The client services on number ********** does not eculate communications and their amangers does not return calls. They do not provide numbers of managing people and everything seems to end at the client services officials.</p>
Good Day Mr Van Dyk,
Thank you for your time.
As per our discussion, your wife's account is being looked into and feedback will be provided to you on Tuesday as to what the outcome.
Kind Regards,
Sabi
Customer Service Representative
Good Day Mr Van Dyk,
Thank you for your time.
As per our discussion, your wife's account is being looked into and feedback will be provided to you on Tuesday as to what the outcome.
Kind Regards,
Sabi
Customer Service Representative
Thank You
Thank you for the allmost immediate phonecall after my report was posted.
Looking forward to Tuesday's feedbank.
Meiring van Dyk
Thank You
Thank you for the allmost immediate phonecall after my report was posted.
Looking forward to Tuesday's feedbank.
Meiring van Dyk
Good Day Mr Van Dyk,
Thank you again for your time.
As discussed, your wife's account has been successfully closed and retracted.
Kind Regards,
Sabi
Customer Service Representative
Good Day Mr Van Dyk,
Thank you again for your time.
As discussed, your wife's account has been successfully closed and retracted.
Kind Regards,
Sabi
Customer Service Representative
Sabi
Thank you, I acknowledge receipt of the e-mailed retraction letter.
However as per discussion on the phone on 05 May 2017 between yourself and me the following.
I still dispute the fact my wife is held responsible for returning the sealed package to Ismart after refusing the phone. My reasons Follows:
1. The saleslady, Melissa, knew well that my wife was in possession of a Samsung S4 and still brought her under the impression that the package or contract included a better-quality phone.
2. According to documentation is my possession I smart activated the phone on 13 April 2015 at 09:11 the exact time my wife received the package. How is that even possible if your documentation clearly reads “Activation of your handset/sim – please not that on signing your cellphone will be activated within the next 72 hours”. The phone package stayed sealed and was collected in the same condition as per delivery.
3. On receiving the package on 13 April 2015, the cancellation of the contract was done within 24 hours on 14 April 2015. The was done within and long before the required cooling off period.
4. Not withstanding the cancellation of the contract Ismart continued to deduct fees via debit order from her bank account on five consecutive dates. Three of the four debit orders could be reversed and Ismart collected two credits. My wife arranged with Ismart for a re-imbur*****t which was agreed to but did not happen within the promised timeframe.
5. On 04 February 2016, she received a phonecall and a sms from Ismart regarding R2793.00 as well as a SMS from Sunclaire Financial claiming R8886.00
6. On 05 February 2016 “Maja “confirmed telephonically that the case was withdrawn from the attorneys.
7. The first time when liability for cancellation/ Return fees was brought up was when I inquired about the credit on the Ismart system still owing to my wife. R385.00 was withheld for these purposes and R399 paid into my wife’s bank account on 12 February 2016.
8. Contrary to the assurance of retraction of collection of fees Ismart still insisted to hand over the case to two other attorneys for collection. With each case we had to Phone both Ismart and the relevant attorneys to sort out the mess on our expence.Your staff in the customer services department never returned calls as promised neither did the supervisors. All our request for relevant documentation fell on deaf ears. Why does it take two years to null and void this contract?
9. The Amount that was held back for so called cancellation/ Return fees is a money-making scheme if taken in account that Ismart activated the handset / sim card on the very same time and date when my wife signed for the sealed package. How is this even possible when taking in consideration that a courier service did the delivery? The very same service collected the sealed package the next day without handing over a waybill!
10. In the case where the pakkage was opened, Sim card inserted and switched on the it would have been a different story
I am going to instruct my Lawyer to take up this matter. My wife cannot be held responsible for any amount including the cancellation/ Return fees if all the facts is taken in consideration regardless of what your policies and procedures states. Ismart cannot expect customers to be liable for *********** sales procedures and still insist on harassment after a sale has failed.
Sabi
Thank you, I acknowledge receipt of the e-mailed retraction letter.
However as per discussion on the phone on 05 May 2017 between yourself and me the following.
I still dispute the fact my wife is held responsible for returning the sealed package to Ismart after refusing the phone. My reasons Follows:
1. The saleslady, Melissa, knew well that my wife was in possession of a Samsung S4 and still brought her under the impression that the package or contract included a better-quality phone.
2. According to documentation is my possession I smart activated the phone on 13 April 2015 at 09:11 the exact time my wife received the package. How is that even possible if your documentation clearly reads “Activation of your handset/sim – please not that on signing your cellphone will be activated within the next 72 hours”. The phone package stayed sealed and was collected in the same condition as per delivery.
3. On receiving the package on 13 April 2015, the cancellation of the contract was done within 24 hours on 14 April 2015. The was done within and long before the required cooling off period.
4. Not withstanding the cancellation of the contract Ismart continued to deduct fees via debit order from her bank account on five consecutive dates. Three of the four debit orders could be reversed and Ismart collected two credits. My wife arranged with Ismart for a re-imbur*****t which was agreed to but did not happen within the promised timeframe.
5. On 04 February 2016, she received a phonecall and a sms from Ismart regarding R2793.00 as well as a SMS from Sunclaire Financial claiming R8886.00
6. On 05 February 2016 “Maja “confirmed telephonically that the case was withdrawn from the attorneys.
7. The first time when liability for cancellation/ Return fees was brought up was when I inquired about the credit on the Ismart system still owing to my wife. R385.00 was withheld for these purposes and R399 paid into my wife’s bank account on 12 February 2016.
8. Contrary to the assurance of retraction of collection of fees Ismart still insisted to hand over the case to two other attorneys for collection. With each case we had to Phone both Ismart and the relevant attorneys to sort out the mess on our expence.Your staff in the customer services department never returned calls as promised neither did the supervisors. All our request for relevant documentation fell on deaf ears. Why does it take two years to null and void this contract?
9. The Amount that was held back for so called cancellation/ Return fees is a money-making scheme if taken in account that Ismart activated the handset / sim card on the very same time and date when my wife signed for the sealed package. How is this even possible when taking in consideration that a courier service did the delivery? The very same service collected the sealed package the next day without handing over a waybill!
10. In the case where the pakkage was opened, Sim card inserted and switched on the it would have been a different story
I am going to instruct my Lawyer to take up this matter. My wife cannot be held responsible for any amount including the cancellation/ Return fees if all the facts is taken in consideration regardless of what your policies and procedures states. Ismart cannot expect customers to be liable for *********** sales procedures and still insist on harassment after a sale has failed.
Good Day Mr Van Dyk,
Thank you for your query.
I will look into this matter with the relevant department as per our conversation earlier, and revert feedback to you latest by Monday.
Sabi
Regards,
Customer Service Representative
Good Day Mr Van Dyk,
Thank you for your query.
I will look into this matter with the relevant department as per our conversation earlier, and revert feedback to you latest by Monday.
Sabi
Regards,
Customer Service Representative
Telephonic feedback via Sabi with my wife on Monday 08 May 2017 was as follows :
Ismart will refund between Wednesday - Friday, 10 - 12 May 2017.It is now 11:40 on 12 May 2017 and nothing refelects in the bank.
After two telephonic conversations , where the first agent had me on hold for 12 minutes , I had to hear from the second agent that payment will only take place by next friday 19 May 2017. The second agent, to my amazement , doubled the refund amount after telling me how sorry she is.
For the record I am not going to stop this hello peter reviews up an untill Isart comes to the party.I will update this record for as long as possible and also make use of other public media platforms to expose Ismart's methods starting as from now. I have recorded telephone calls between Ismart and myself , documentation,correspondace and telephone calls records from 3 different attorneys and myself as well as phonebill records over the period spanning from 2015 to date to prove my effort and endeviours
with Ismart to get this case settled.Your house is clearly not in order and many others will come forward when I go public. I am very serious about this make no mistake !
All relevant documentation will be handed over to my attorney this afternoon.
Like · Reply · 21 hrs
Telephonic feedback via Sabi with my wife on Monday 08 May 2017 was as follows :
Ismart will refund between Wednesday - Friday, 10 - 12 May 2017.It is now 11:40 on 12 May 2017 and nothing refelects in the bank.
After two telephonic conversations , where the first agent had me on hold for 12 minutes , I had to hear from the second agent that payment will only take place by next friday 19 May 2017. The second agent, to my amazement , doubled the refund amount after telling me how sorry she is.
For the record I am not going to stop this hello peter reviews up an untill Isart comes to the party.I will update this record for as long as possible and also make use of other public media platforms to expose Ismart's methods starting as from now. I have recorded telephone calls between Ismart and myself , documentation,correspondace and telephone calls records from 3 different attorneys and myself as well as phonebill records over the period spanning from 2015 to date to prove my effort and endeviours
with Ismart to get this case settled.Your house is clearly not in order and many others will come forward when I go public. I am very serious about this make no mistake !
All relevant documentation will be handed over to my attorney this afternoon.
Like · Reply · 21 hrs
Good Day Mr Van Dyk,
Thank you again for your time.
This is to confirm as per our discussion, that the refund amount has been successfully paid into your account.
Apologies again for any inconvenience that may have been caused.
Kind Regards,
Sabi
Customer Service Representative
Good Day Mr Van Dyk,
Thank you again for your time.
This is to confirm as per our discussion, that the refund amount has been successfully paid into your account.
Apologies again for any inconvenience that may have been caused.
Kind Regards,
Sabi
Customer Service Representative