Useless/Inefficient customer care

Most *********** call centre and over the counter assistance. Cannot access finance staff either. I have been trying for 2 months to sort out my billing - account is in credit but am constantly being told I owe them money. After getting no joy from call centre regarding this, I went to their offices - spent about 2 and half hours with the counter assistant Cleavon Fynn who clearly does not understand how debtors accounts/payment allocations work.

This all started with the "Access charges" - I installed Explorer and was told by the call centre I had to pay for "CatchUp" and in good faith accepted this - never received statements despite requesting this time after time so I could not see the status of my account. I was told they don't send out statements - we have to request - what kind of operation is this - how is one supposed to know what is being billed, especially in my case - had I known that I was being billed for "Access" I would have queried this right away.

I insisted on them sending me a statement only to find additional charges for "Access" - queried if this was for Catchup - did not get clarity - I googled this and found that this charge had nothing to do with Catchup and also that my Premium subscription is inclusive of this charge.

My access was also disconnected twice in February- 1st time - my payment was due on the 5th (2 days before it was actually due) and before the day was over (5th) they disconnect service. Again 2 days later service was again disconnected - as according to them I still owed some money - this despite my balance being in Credit.

After my visit, received call that afternoon informing me that I, yes, I reversed my payment on the account and I tried to explain that I had not access to their systems or their bank account to do this, but insisted that I had done this - requested to speak to their finance department but was refused access to them. Subsequently sent a copy of my bank statement to prove that I "did not reverse anything" - got acknowledgement of email but nothing since - now 2 week later - sent email requesting feedback as well as enquired about the "Access Fees" and the price increase effective 1 April18 - as to whether the VAT was at 14 or 15%.

No response received. No feedback either!!!! Tried calling the direct line - recorded on my mobile when they called me, phone gets picked up and cut off (service for you)

After this mess, I will not be paying my next instalment - I can do without this service and this inefficiency.

My advise to others, please do not allow then to debit your account - if they can add charges onto one's account without your consent, can you image how many others are being billed for and are paying for services they have not requested

B Govender