No Communication from Glocell
<p>Good Morning</p> <p>I would appreciate any form of response from Glocell regarding the cancellation of my contract. I’ve dealt with your company on e-mail, Facebook, HelloPeter and on the phone. I unfortunately cannot spend hours every day sitting on hold with your call centre. I need confirmation in writing regarding the status of this query.</p> <p>I’ve recently received SMSes saying I am now on an EasyChat tariff plan. What does this mean? What does this mean regarding the amounts due on my account after this was not cancelled? Please kindly confirm this in writing.</p> <p> </p> <p>My original query</p> <p> </p> <p>1. At the end of February, I called Glocell in order to tell them I will not be renewing my contracts and that I would like them to be cancelled when the contract period was over. I have two contracts, one for an Ipad Air 2 and the other for an LG G3. The man assisting me said he would action this but asked whether I would like to convert the iPad Air 2 contract into a sim only 1gb contract instead. I agreed. That was the end of the call.</p> <p><br />2. I did an audit of my account in May and realised that your company was still taking money off of my account. In March, an amount of R584.49. In April, an amount of R584.49. In May, an amount of R238.50.</p> <p><br />3. On the 18th of May, I called Glocell and spoke to Mpho. I asked her why my account hasn't been closed and why have I been charged for an additional 3 months (at that stage - now 4). She proceeded to say, "Sir, our cancellation procedure requires you to send through an email with a filled out form as a request to cancel" 1stly, when I called in February, the person I was speaking to mentioned NONE of this, but was very happy to downgrade my iPad ***, I would like to know what his name was, I'm sure you can see who he was if you look at which agent actioned a change on my iPad ***, your process is irrelevant to me, if your staff don't communicate it with. Telling me now that this is your process, doesn’t change the fact that my account wasn’t cancelled when I requested it to be. My 24 months was up, I wanted nothing more to do with your useless company and now, 4 months later, here we are.</p> <p><br />4. I was promised, on the 18th of May that I would receive a phone call from a Ms/Mrs Priya Narainsamy who was the supervisor or manager on duty in order to resolve my complaint. I didn’t receive any call from her. In the mean time, Mpho sent me the cancellation form, I filled it out and sent it back on the 18th of May - No Response. In June an amount of R822.99. These amounts, have no consistency and show mismanagement of my account and my request to cancel.</p> <p> <br />I have since taken matters into my own hands and have reversed your debit order. I will no longer allow you ***** my hard earned money.</p> <p> <br />Lastly, after this unknown man changed my iPad account in February to a 1gb contract. I received a sim card in the mail. TO DATE. This Sim card has not been activated. Which means for March, April and May i have received nothing. It literally says No Service. It clearly has not been activated.</p>
Good day Emmanuel,
Please see the feedback from our Call Center Supervisor to your previous Hello Peter post:
Continued billing after cancellation
At the end of February, I called Glocell in order to tell them I will not be renewing my contracts and that I would like them to be cancelled when the contract period was over. I have two contracts, one for an Ipad Air 2 and the other for an LG G3. The man assisting me said he would action this but asked whether I would like to convert the iPad Air 2 contract into a sim only 1gb contract instead. I agreed. That was the end of the call.
I have requested for the sales call which was concluded by EC3 and can confirm that the customer did make mention of cancelling a contract which was the data contract MSISDN *** and not the voice contact MSISDN *** however the sales agent convinced the customer to upgrade to a sim only data contract @ R69.00 – upgrade was concluded on data contract MSISDN ***
The voice contract, customer wanted to upgrade to a more expensive voice line and wanted to wait for the Samsung S8- note that this is the line that the customer is now disputing for termination
We can send the call to the nearest Glocell outlet for the customer to go through and listen to the call – from the onset the termination request was for the data line which was eventually upgraded- customer was undecided on the upgrade for the voice line – no termination was ever requested for the voice contract as per the call
I have emailed EC3 to confirm if there are no additional further calls to the customer as Justin advised the customer that he will call back regarding the upgrade of the voice contract to the S8 or S7 edge – if not then the above confirms no termination request – will provide update by tomorrow
2. I did an audit of my account in May and realised that your company was still taking money off of my account. In March, an amount of R584.49. In April, an amount of R584.49. In May, an amount of R238.50.
This is due to the 2 contracts still be active
3. On the 18th of May, I called Glocell and spoke to Mpho. I asked her why my account hasn't been closed and why have I been charged for an additional 3 months (at that stage - now 4). She proceeded to say, "Sir, our cancellation procedure requires you to send through an email with a filled out form as a request to cancel" 1stly, when I called in February, the person I was speaking to mentioned NONE of this, but was very happy to downgrade my iPad ***, I would like to know what his name was, I'm sure you can see who he was if you look at which agent actioned a change on my iPad ***, your process is irrelevant to me, if your staff don't communicate it with. Telling me now that this is your process, doesn’t change the fact that my account wasn’t cancelled when I requested it to be. My 24 months was up, I wanted nothing more to do with your useless company and now, 4 months later, here we are. What Mpho advised is the correct termination process- The upgrade was done by EC3- Agent Is Justin
4. I was promised, on the 18th of May that I would receive a phone call from a Ms/Mrs Priya Narainsamy who was the supervisor or manager on duty in order to resolve my complaint. I didn’t receive any call from her. In the mean time, Mpho sent me the cancellation form, I filled it out and sent it back on the 18th of May - No Response. In June an amount of R822.99. These amounts, have no consistency and show mismanagement of my account and my request to cancel.
Mpho brought this to my attention on the day of the call – advised the agent to let the customer know that he will need to complete the form in order for us to further assist and should there be no usage we will assist with further credits – however based on the current evidence as per the call no credits will be due for the voice line – 1. no termination was requested for the voice contract and there has been usage on this line since Feb meaning the monthly benefits have been used – I will provide final feedback on this point tomorrow after EC3 confirms if there are additional calls.
The termination has been loaded for this Friday.
I have since taken matters into my own hands and have reversed your debit order. I will no longer allow you ***** my hard earned money.
Lastly, after this unknown man changed my iPad account in February to a 1gb contract. I received a sim card in the mail. TO DATE. This Sim card has not been activated. Which means for March, April and May i have received nothing. It literally says No Service. It clearly has not been activated.
Justin upgraded the customer to a sim only deal – meaning nothing would have changed on his current data contract sim card- customer can continue with the old data sim card as is unless this sim card became faulty then in this case customer needed to contact us to process a sim swap- we do not process sim swaps on sim only deals unless requested by the customer.
Based on usage the old sim worked during the above mentioned months– based on this evidence no credits will be due to the customer – please advise the customer that his old sim is still working – unless faulty he can then do a sim swop to the new sim card provided
Kind Regards
The GloCell Team
Best regards,
Good day Emmanuel,
Please see the feedback from our Call Center Supervisor to your previous Hello Peter post:
Continued billing after cancellation
At the end of February, I called Glocell in order to tell them I will not be renewing my contracts and that I would like them to be cancelled when the contract period was over. I have two contracts, one for an Ipad Air 2 and the other for an LG G3. The man assisting me said he would action this but asked whether I would like to convert the iPad Air 2 contract into a sim only 1gb contract instead. I agreed. That was the end of the call.
I have requested for the sales call which was concluded by EC3 and can confirm that the customer did make mention of cancelling a contract which was the data contract MSISDN *** and not the voice contact MSISDN *** however the sales agent convinced the customer to upgrade to a sim only data contract @ R69.00 – upgrade was concluded on data contract MSISDN ***
The voice contract, customer wanted to upgrade to a more expensive voice line and wanted to wait for the Samsung S8- note that this is the line that the customer is now disputing for termination
We can send the call to the nearest Glocell outlet for the customer to go through and listen to the call – from the onset the termination request was for the data line which was eventually upgraded- customer was undecided on the upgrade for the voice line – no termination was ever requested for the voice contract as per the call
I have emailed EC3 to confirm if there are no additional further calls to the customer as Justin advised the customer that he will call back regarding the upgrade of the voice contract to the S8 or S7 edge – if not then the above confirms no termination request – will provide update by tomorrow
2. I did an audit of my account in May and realised that your company was still taking money off of my account. In March, an amount of R584.49. In April, an amount of R584.49. In May, an amount of R238.50.
This is due to the 2 contracts still be active
3. On the 18th of May, I called Glocell and spoke to Mpho. I asked her why my account hasn't been closed and why have I been charged for an additional 3 months (at that stage - now 4). She proceeded to say, "Sir, our cancellation procedure requires you to send through an email with a filled out form as a request to cancel" 1stly, when I called in February, the person I was speaking to mentioned NONE of this, but was very happy to downgrade my iPad ***, I would like to know what his name was, I'm sure you can see who he was if you look at which agent actioned a change on my iPad ***, your process is irrelevant to me, if your staff don't communicate it with. Telling me now that this is your process, doesn’t change the fact that my account wasn’t cancelled when I requested it to be. My 24 months was up, I wanted nothing more to do with your useless company and now, 4 months later, here we are. What Mpho advised is the correct termination process- The upgrade was done by EC3- Agent Is Justin
4. I was promised, on the 18th of May that I would receive a phone call from a Ms/Mrs Priya Narainsamy who was the supervisor or manager on duty in order to resolve my complaint. I didn’t receive any call from her. In the mean time, Mpho sent me the cancellation form, I filled it out and sent it back on the 18th of May - No Response. In June an amount of R822.99. These amounts, have no consistency and show mismanagement of my account and my request to cancel.
Mpho brought this to my attention on the day of the call – advised the agent to let the customer know that he will need to complete the form in order for us to further assist and should there be no usage we will assist with further credits – however based on the current evidence as per the call no credits will be due for the voice line – 1. no termination was requested for the voice contract and there has been usage on this line since Feb meaning the monthly benefits have been used – I will provide final feedback on this point tomorrow after EC3 confirms if there are additional calls.
The termination has been loaded for this Friday.
I have since taken matters into my own hands and have reversed your debit order. I will no longer allow you ***** my hard earned money.
Lastly, after this unknown man changed my iPad account in February to a 1gb contract. I received a sim card in the mail. TO DATE. This Sim card has not been activated. Which means for March, April and May i have received nothing. It literally says No Service. It clearly has not been activated.
Justin upgraded the customer to a sim only deal – meaning nothing would have changed on his current data contract sim card- customer can continue with the old data sim card as is unless this sim card became faulty then in this case customer needed to contact us to process a sim swap- we do not process sim swaps on sim only deals unless requested by the customer.
Based on usage the old sim worked during the above mentioned months– based on this evidence no credits will be due to the customer – please advise the customer that his old sim is still working – unless faulty he can then do a sim swop to the new sim card provided
Kind Regards
The GloCell Team
Best regards,
Good Day
*Your first point*
To clarify, a request was made for both contracts (*** and ***) to be stopped when the 24 month period was up. The sales agent asked if I would like to rather upgrade the account to a newer phone. I told the sales agent that I would but the phone I wanted is not out yet and that I would see closer to when the S8 was out on whether I wanted to get a contract with the S8, or if I would rather just go for the S7 edge. This does not mean that the original contract stoppage request was null and void. Bare in mind, that this is not a cancellation. It is the end of the contractual period of 24 months. The agent then asked if I would like to go with a downgrade of the *** contract for it to be a 1gb R69 a month contract. I agreed to this. I will not be travelling to one of your stores, if you would like to dispute the above then please email me a copy to ***
*Your second point*
Your feedback stating that "This is due to the 2 contracts still be active" still needs further clarification. The amounts: March, an amount of R584.49. April, an amount of R584.49. May, an amount of R238.50 do not align with my statements or your own. My cell phone contract ***) amounts R486.49. For March and April, I was charged R584.49. This leaves a difference of R98.00. The downgrade to the iPad contract should cost R69? So why R98.00? and why was I charged R238.50 in May for the cellphone? My final question on this is why your company requires a months notice cancellation in writing but you can simply upgrade or downgrade a contract over the phone without any documentation needing to be signed.
*Your third point*
I am now AWARE of your policy. as told by Mpho. Did Justin communicate this policy on the original phone call? I would like this phone call with Justin to be sent to me.
*Your third point*
I can appreciate that this is the feedback you gave to Mpho. However, I received no further communication on that day by either Priya or Mpho. Let alone a response to my cancellation email to date. Why is this? Why ask for a cancellation email and not respond to it? That is terrible customer service and leaves customers in the dark.
*Your fourth point*
After Justin downgraded my iPad account to a sim only deal. I received a sim card in the mail. I replaced my current sim with this one sometime after that but it continues to say "No SIM" I do not have the other Sim any longer. Why would I keep a sim card if I have received a new one? Clear lack of communication. What was this second SIM for anyway? Please kindly send me a report of when last the old sim was used. I'm not disputing anything on the iPad contract regarding usage or whether data was used. What I'm disputing is that I received a sim card from you which does not work and my question is WHY? This is incredibly inconvenient because I discarded my old sim for this new faulty one.
Lastly, For May and June. I've received invoices where I'm being charged R238.50 for ***. Now I'm sure you will tell me it's because I'm no longer paying for the handset on the cell phone deal. and just for the data and minutes. But why was this only actioned for May and June? When my 24-month contract was set to end at the end of February? What happened to March and April - Why was I charged for the handset during these months?
Good Day
*Your first point*
To clarify, a request was made for both contracts (*** and ***) to be stopped when the 24 month period was up. The sales agent asked if I would like to rather upgrade the account to a newer phone. I told the sales agent that I would but the phone I wanted is not out yet and that I would see closer to when the S8 was out on whether I wanted to get a contract with the S8, or if I would rather just go for the S7 edge. This does not mean that the original contract stoppage request was null and void. Bare in mind, that this is not a cancellation. It is the end of the contractual period of 24 months. The agent then asked if I would like to go with a downgrade of the *** contract for it to be a 1gb R69 a month contract. I agreed to this. I will not be travelling to one of your stores, if you would like to dispute the above then please email me a copy to ***
*Your second point*
Your feedback stating that "This is due to the 2 contracts still be active" still needs further clarification. The amounts: March, an amount of R584.49. April, an amount of R584.49. May, an amount of R238.50 do not align with my statements or your own. My cell phone contract ***) amounts R486.49. For March and April, I was charged R584.49. This leaves a difference of R98.00. The downgrade to the iPad contract should cost R69? So why R98.00? and why was I charged R238.50 in May for the cellphone? My final question on this is why your company requires a months notice cancellation in writing but you can simply upgrade or downgrade a contract over the phone without any documentation needing to be signed.
*Your third point*
I am now AWARE of your policy. as told by Mpho. Did Justin communicate this policy on the original phone call? I would like this phone call with Justin to be sent to me.
*Your third point*
I can appreciate that this is the feedback you gave to Mpho. However, I received no further communication on that day by either Priya or Mpho. Let alone a response to my cancellation email to date. Why is this? Why ask for a cancellation email and not respond to it? That is terrible customer service and leaves customers in the dark.
*Your fourth point*
After Justin downgraded my iPad account to a sim only deal. I received a sim card in the mail. I replaced my current sim with this one sometime after that but it continues to say "No SIM" I do not have the other Sim any longer. Why would I keep a sim card if I have received a new one? Clear lack of communication. What was this second SIM for anyway? Please kindly send me a report of when last the old sim was used. I'm not disputing anything on the iPad contract regarding usage or whether data was used. What I'm disputing is that I received a sim card from you which does not work and my question is WHY? This is incredibly inconvenient because I discarded my old sim for this new faulty one.
Lastly, For May and June. I've received invoices where I'm being charged R238.50 for ***. Now I'm sure you will tell me it's because I'm no longer paying for the handset on the cell phone deal. and just for the data and minutes. But why was this only actioned for May and June? When my 24-month contract was set to end at the end of February? What happened to March and April - Why was I charged for the handset during these months?
It seems like I have to write a new review every time just to get a response from your company
It seems like I have to write a new review every time just to get a response from your company