SVDW
Samantha Van Der Westhuizen
1 reviews | Active since Apr 2016
01 Sept 2017, 09:35
Consumer protection act?
I was sold the wrong product, and have been trying to cancel my contract with GloCell which under the consumer protection act I am in my full rights to do. Its been 2 weeks, and my issue has not yet been resolved I have sent e-mails, they sometimes respond after about 4 or 5 days, but the query gets left half way and is therefore still not resolved.
I have tried calling but I get cut off after about 16 min...and this morning I see they also seemed to have debited my account incorrectly. What I don't understand is why they can sell you the wrong product, and still want to argue with you about whether you are allowed to cancel, and then charge you unexpected amounts...I mean all this stuff is supposed to be against the law now right? but somehow these guys are getting away with it, and there defense seems to be ... to make themselves unreachable...please can someone assist?
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Replies (6)0
Replies (6)SVDW
Samantha Van Der Westhuizen's updateReviewer Update
04 Sept 2017, 07:09Can I ask why no one from GloCell has responded on this issue? Why is it ok to give such bad service, sell your customer the wrong product and debit their account for amounts they did not authorize? I am pay as you go, how can you debit me for more than what the agreed contract amount is?
SVDW
Samantha Van Der Westhuizen's update04 Sept 2017, 07:09
Reviewer Update
Can I ask why no one from GloCell has responded on this issue? Why is it ok to give such bad service, sell your customer the wrong product and debit their account for amounts they did not authorize? I am pay as you go, how can you debit me for more than what the agreed contract amount is?
Glocell's replyOfficial
04 Sept 2017, 10:51Good day Samantha,
Thank you for taking the time to air your disgruntlement.
Please accept our sincerest apologies for the perturbing service you have experienced, as well as for the disgruntlement caused.
I have requested for all call recordings with regards to the incorrect agreement. Once we have received these, we will be in touch.
Kind Regards,
The GloCell Team
Best regards,
Glocell's reply04 Sept 2017, 10:51
Official
Good day Samantha,
Thank you for taking the time to air your disgruntlement.
Please accept our sincerest apologies for the perturbing service you have experienced, as well as for the disgruntlement caused.
I have requested for all call recordings with regards to the incorrect agreement. Once we have received these, we will be in touch.
Kind Regards,
The GloCell Team
Best regards,
SVDW
Samantha Van Der Westhuizen's updateReviewer Update
04 Sept 2017, 13:30I would appreciate the feedback, I struggled to get someone to answer me on providing the recordings. It took about a week for them to get back to me on the recordings, and then said I have to go into a store to listen to them. Is this standard practice? why can the file not be e-mailed?
Also please do not forget to address the billing issue, when you listen to the recording you will hear what deal I was sold...and hopefully you can compare that to what was billed. There is no way that what was debited from my account was what I agreed to.
SVDW
Samantha Van Der Westhuizen's update04 Sept 2017, 13:30
Reviewer Update
I would appreciate the feedback, I struggled to get someone to answer me on providing the recordings. It took about a week for them to get back to me on the recordings, and then said I have to go into a store to listen to them. Is this standard practice? why can the file not be e-mailed?
Also please do not forget to address the billing issue, when you listen to the recording you will hear what deal I was sold...and hopefully you can compare that to what was billed. There is no way that what was debited from my account was what I agreed to.
SVDW
Samantha Van Der Westhuizen's updateReviewer Update
07 Sept 2017, 07:23Please explain why its taking GloCell more than 3 days to get your hands on the recording? It is becoming clear that GloCell knows they sold me the wrong product and do not want to do what needs to be done to fix it. I got a response from one of your people to say they have put in a credit note for the double billing issue, so thank you for that.
However I am still waiting for someone to convert my number to pre-paid so that I can port my number to my new service provider.
Its not hard, you sold me the wrong product I was very clear on the call I didn't want 1 gig day time and 1 gig night time...that is NOT 2 gig anytime minutes. I don't understand what the hold up could possibly be, you cannot hold me to this contract because I didn't agree to what you gave me. Now can GloCell please sort this issue out, its been weeks there is no way it can take this long. How is this legal???????
SVDW
Samantha Van Der Westhuizen's update07 Sept 2017, 07:23
Reviewer Update
Please explain why its taking GloCell more than 3 days to get your hands on the recording? It is becoming clear that GloCell knows they sold me the wrong product and do not want to do what needs to be done to fix it. I got a response from one of your people to say they have put in a credit note for the double billing issue, so thank you for that.
However I am still waiting for someone to convert my number to pre-paid so that I can port my number to my new service provider.
Its not hard, you sold me the wrong product I was very clear on the call I didn't want 1 gig day time and 1 gig night time...that is NOT 2 gig anytime minutes. I don't understand what the hold up could possibly be, you cannot hold me to this contract because I didn't agree to what you gave me. Now can GloCell please sort this issue out, its been weeks there is no way it can take this long. How is this legal???????
SVDW
Samantha Van Der Westhuizen's updateReviewer Update
08 Sept 2017, 09:43So GloCell eventually comes back to me, and gets the whole thing wrong again...they give me some half baked response and have probably closed the query. so now I am going to have to start from scratch with some new person, and they will probably also get it wrong. so my issue is still not resolved, and they say I can phone their customer support but when I do I am on hold and after 16 odd minutes I am cut off, Can GloCell PICK UP THE PHONE AND PHONE YOUR CUSTOMER!!!!!!!!!
SVDW
Samantha Van Der Westhuizen's update08 Sept 2017, 09:43
Reviewer Update
So GloCell eventually comes back to me, and gets the whole thing wrong again...they give me some half baked response and have probably closed the query. so now I am going to have to start from scratch with some new person, and they will probably also get it wrong. so my issue is still not resolved, and they say I can phone their customer support but when I do I am on hold and after 16 odd minutes I am cut off, Can GloCell PICK UP THE PHONE AND PHONE YOUR CUSTOMER!!!!!!!!!
SVDW
Samantha Van Der Westhuizen's updateReviewer Update
08 Sept 2017, 09:59On second thoughts please can someone phone me, I will pay your penalty to reverse the contract...even though you are in the wrong. I am so tired of GloCell I would actually PAY TO GET RID OF YOU!
SVDW
Samantha Van Der Westhuizen's update08 Sept 2017, 09:59
Reviewer Update
On second thoughts please can someone phone me, I will pay your penalty to reverse the contract...even though you are in the wrong. I am so tired of GloCell I would actually PAY TO GET RID OF YOU!