Atrocious Customer Service

<p>After glocell bought over my Cell C contract from altech autopage it has been hell.</p> <p>Firslty they double billed me for the first month and when i queried it their response was " it is data charges and that it is my problem" after a massive argument and heated battle i was fairly fed up.</p> <p> </p> <p>I then opted to buy/ Settle my account i sent through the request on the 2nd of may and the emails went like this:</p> <p>2 May 16 - KV</p> <p>"Good day.</p> <p>I would like to terminate my contract. Please send me a settlement figure and your banking details on order for me to cancel. Attached is my ID document as per requested."</p> <p> </p> <p>3 May 16 - GC</p> <p>"Dear Kaos Valentine</p> <p>Thank you for contacting Glocell customer support</p> <p>Kindly be advised that i have escalated your request for a settlement amount and you will be contacted shortly with a settlement figure as well as our banking details.</p> <p>Regards,</p> <p>Romaine Dalliah<br />Customer Support Consultant<br />t: ********** <br />www.glocell.co.za"</p> <p> </p> <p>3 May 16 - KV</p> <p>"Thank upu romaine"</p> <p> </p> <p>3 May 16 - GC</p> <p>"Dear Kaos Valentine</p> <p>Thank you for your response</p> <p>Please note we close of tickets and can be reopened at any time. <br />As soon as we receive your settlement amount, you will be contacted and ticket will be reopened.</p> <p>Regards,"</p> <p> </p> <p>3 May 16 - KV</p> <p>"Thank you. When can i expect the settlement? "</p> <p> </p> <p>3 May 16 - GC</p> <p>"Thank you for your response</p> <p>Kindly be advised that we should receive feedback within the next 24 to 48 hours."</p> <p> </p> <p>THIS IS WHERE THINGS STARTED GOING PEAR SHAPE</p> <p>From ten i have made 3 phone calls where ive held in excess of 4 hours of total on each time.</p> <p>first time the line dropped</p> <p>2nd time someone answered spoke in the background and then dropped the line</p> <p>3rd time i just couldn't hold any longer as ive been on hold for 2 hours+</p> <p> </p> <p>5 May 16 - KV</p> <p>Good day, its been 2 days since we last spoke. I still fo not have a settlement on my account. It would appear that glocell is trying to force me into staying in this contract. I work for a car dealership and i pull settlements for motor vehicles on a daily basis. it takes me 10- 20 minutes to get a settlement figure on a CAR. If i do not have a settlement figure before the end of the day. Glocell will terminate my contract effective immediately at no cost to myself or i will esculate this further. Its month 1 with glocell and already i have more red flags popping up than ive ever had with any cellphone account. According to my calculations my settlement is R3600.00 as i believe my contract ends may 2017. <br /> That would be for my handset of R300.00 p month. <br /> You cannot expect me to pay the remainder of the smart chat 3gig or itemised billing as i will be paying for a service i will not recieve.</p> <p>Please advise urgently."</p> <p> </p> <p>5 May 16 - GC</p> <p>"Dear Kaos Valentine</p> <p>Thank you for contacting Glocell customer support</p> <p>We have not received feedback from the relevant department.</p> <p>I have escalated your request again.</p> <p>I do apologise for the inconvenience"</p> <p> </p> <p>6 May 16 - KV</p> <p>Hello ,</p> <p>This is really becoming frustrating.<br />Will i get my settlement amount today or not?</p> <p> </p> <p>AGAIN MORE UNANSWERED CALLS</p> <p>HERE I ADVISED THEM THAT I WILL BE CANCELING MY DEBIT ORDER</p> <p> </p> <p>9 May 16 - KV</p> <p>Good day,</p> <p>Please note that i will be canceling my debit order with my bank for glocell. <br /> I requested my settlement figure last week Tuesday already. It was stated that it will take 24-48 hours to draw the settlement. Yet almost a week later and after numerous emails you have chosen to ignore my reque at and this are forcing me to stay in contract with glocell. I feel that i am being cheated out of money and my billings dont add up.</p> <p>I will be settling my account at the end of the month the 25th May 2016. This will include the usage for may aswell as the handheld fees @ R300pm till the end of my contract. (May 2017) I will make my own calculations as glocell appears to be *********** in basic math. I expect my number to be ported to a prepaid package immediately.</p> <p>Thank you </p> <p> </p> <p>9 May 16 - KV - Short Period later</p> <p>To whom it may concern.</p> <p>Herewoth i formally i form you that i have stopped my debit order from glocell. I will be settling my account at the end of the month 25th May 2016. <br /> That would include the following<br /> 12 months of Handset fee @ R300.00 <br /> And the current usage of R990.84<br /> A total of R4590.84 will be paid over to glocell and expect to be migrated to prepaid.</p> <p>I will not pay a single cent more than that. I've had enough of your terrible service and lack of support. Please forward me your banking details today still so that i may make the needed arrangments.</p> <p>Regards</p> <p> </p> <p>12 May 16 - KV</p> <p>Good day,</p> <p>Judging by your silence i assume we have a formal agreement regarding by contract buy out. Im terribly disappointed that this is the manner you as a new company treat your customers. Due to this service o have recieved i will never going forward even consider a cellphone contract again.</p> <p>So without further issues. I will like my cell to be ported to pre paid before the end of the month as i will be settling come month end as mentioned in my previous email.</p> <p> </p> <p>HERE I FINALLY GOT HOLD OF SOMEONE</p> <p> </p> <p>17 May 16 - KV</p> <p>Good day</p> <p>As per our last conversation @14:45 17 may 16.</p> <p>As confirmed to me my settlement is R4790.00<br /> Your call centre consultant jas confirmed that she will send me the banking details where i can settle/buy out my contract and also the Terminatio. Letter. I'm yet to recieve that if someone can kindly assist my with that i will kindly appreciate it. Also as mentioned to her i will not have a 30 cool down period as i have sent this request through on the 2 May 16.</p> <p>Kindly advise</p> <p> </p> <p>18 May 16 - GC</p> <p>Dear Kaos Valentine</p> <p>Thank you for contacting Glocell customer support</p> <p>Please see attached termination form.<br />Once completed, send along with an ID copy of the account holder.</p> <p>Once settlement amount has been paid, please send through proof of payment with documents.</p> <p> </p> <p>18 May 16 - KV</p> <p>Please see attached my termination letter</p> <p> </p> <p>18 May 16 - KV - Again to make sure they got it</p> <p>Please see attached my cancellation letter. My ID copy was attached to the first email I sent you and you SHOULD have it on file. Once again I have not received your banking details.</p> <p> </p> <p>19 May 16 - KV</p> <p>Dear Kaos Valentine</p> <p>Thank you for your response</p> <p>Please see attached banking details.<br />Once paid, please send proof of payment so we can proceed with termination.</p> <p> </p> <p>19 may 16 - KV</p> <p>Thank you. I have received banking details and will be settling my account on the 26 May 2016</p> <p> </p> <p>19 may 16 - GC</p> <p>Dear Kaos Valentine</p> <p>Thank you for your response</p> <p>We will await your response.</p> <p> </p> <p>25may 16 - KV *INFORMED THEM THAT I WILL BE SETTLING"</p> <p>Kindly note that I will be paying the settlement for my account shortly.<br />The total amount would be R5341.73<br />Consisting of and calculated as<br />12 remaining installments @ R300ea - R3600<br />Monthly usage for may @ R1741.73</p> <p> </p> <p>25 May 16</p> <p>Good day</p> <p>Kindly see attached my termination payment along with proof of current usage. I will not be making any other phone calls from this number as to not accumulate any additional charges. I know full and we'll that I still have data coverage left. Please confirm with me that my phone will be ported to prepaid effective immediately.</p> <p>I will not stand liable for any charges after the end of today's (25 May 16) working day. As I it was glocell that has been dragging this out since the 2 of May when my first email was sent.</p> <p>Kindest Regards </p> <p>*Along i sent a screenshot of the current biilling amount as to not confuse them"</p> <p> </p> <p>25 may 16 - KV - Late afternoon</p> <p>Please confirm that you have received the payment and that my account is being Ported to prepaid. I promise you that I will not pay a single cent in this account more than I already have</p> <p> </p> <p>27 may 16 - KV</p> <p>Hello???</p> <p>I've not heard anything from glocell and I can't get through to a consultant. Has my money been received or have I been conned out of R5700+??? *Yes i made an error there*</p> <p> </p> <p>*VARIOUS ATTEMPTED PHONECALLS UNANSWERED*</p> <p> </p> <p>30 May 16</p> <p>Good day.</p> <p>This is the 4th email I have sent. Not one single glocell employee has the decency to reply to anyone of my mails. Your service and response is absolutely appalling! If glocell as a company sees their first birthday I will be very surprised.</p> <p>I trust that my contract with you people have now been cancelled. Also note that I will not give you a single cent more than I have. You're lack of communication and respect to me is as a client is atrocious. Again I say duev to the before mentioned I WILL NOT PAY YOU A SINGLE CENT MORE THAN I ALREADY HAVE. Common courtesy will be to atleast inform me that you have recieved my payment. Yet almost a week later not one single word from you. Trust me that these emails will be seen on every social media platform and the papers.</p> <p> </p> <p>1 June 16 - KV</p> <p>Good day</p> <p><br />I'm absolutely fed up with you. <br /> Herewith I formally inform you that I will not pay you a single cent at the end of this month. You have chosen to ignore my emails and getting through telephonically is near impossible as I cannot waste 2 hours just to POSSIBLY speak to a consultant. Which for your information does not happen either. If Glocell or any entity of glocell decides to book me for this month I will drag you to court. Your incompetence and lack of communication is pathetic. </p> <p>It does not take half of this effort to settle a CAR with a bank. In fed up with you people. And if you should debit my account I will report you for ***** and theft.</p> <p>I expect a reply or a phone call today!!!</p> <p> </p> <p>12 June and i HAVE STILL NOT HEARD FORM GLOCELL</p> <p>BELOW THE LAST EMAIL</p> <p> </p> <p>Good Morning,</p> <p><br />I notice that you have recieved my payment as i got a bill from glocell and the payment reflects on my statement,<br />I have not heard from glocell since 19 May 2016.<br />This to me is completely unacceptable from a customer service perspective.<br />I gave the notice that i would like to terminate my contract on the 2nd of may.<br />And thus you have chosen to willingly drag this out and try and force me to stay in contract with you.<br />To my knowledge this is ******* and a breach of my consumer rights.<br /> <br />I myself have a business that i am establishing and from a business perspective to me this is absolute sacrilege.<br />How dare you treat anyone that PAYS YOU in this manner.<br />I've asked nicely, and I've been rude, Neither one of these two ways of communication with Glocell has gotten me a Response.<br />I expect that this email will also be going ignored.<br />Once again i say that i absolutely will not pay a single cent over to glocell at the end of this month,<br />And if you dare debit my account i will take the entire company to court.<br />And if you think for a second that you are almighty i do have the Imperial Legal team on my side as i am a employee of Imperial as well.</p> <p>It is due to your negligence, poor customer service and incompetence that i have been struggling this long to get out of my cellphone contract.<br />Also i am going to the newspapers with your atrocity of what you call a company,</p> <p>I trust that my cellphone number will be ported to prepaid in due time.<br />Until then you will carry the costs of my Phone calls and any other data that occurs as i cannot purchase data seeing as my number is not on prepaid</p> <p>Regard</p> <p> </p> <p> </p>