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CW
Chantal W

1 reviews | Active since Jan 2018

04 Jan 2018, 16:23

Terrible at handling account queries

We have been a clients of WebAfrica for many years. Unfortunately, we were bumped to Gridhost to host our domains. We are incredibly happy with WebAfrica as they are such a reputable company. Now being such a reputable company we would have thought that they would make choices that are business savvy. That is why I thought they chose Gridhost to take over their domain holding clients. What I don't know is whether Gridhost is not up to dealing with their new clients or maybe it is that we don't have 100 domains. All I know is that we have tried since the 20th of December to get an account situation sorted out. We have made two payments to Gridhost AND to WebAfrica has ALSO transferred two payments to Gridhost. That is a total of R199 x 4. We did that as we were sent an email saying that we owe them this money (we were told that it would be transferred by WebAfrica for the transition period) and we then paid as we did not know the company and did not know their business ethics. Our current statement show the one payment from us and the two from WebAfrica but not the other payment. Trying to phone them we were told to email them. We have emailed them WITH the proof of payments. A Mpumi Malimba then asked for the proof of payments again at which time our MD sent it.... AGAIN! This all transpired on 21 December. I phoned them yesterday, 3 January 2018 and was told by the person that he will escalate the issue and that they would phone me back on the number that I have called from. It is almost close of business on 4 January 2018, today, and alas..... NO CALL!!!! This is so frustrating as we are trying to resolve this issue with NO assistance from the other party. We are on the verge of looking at alternative companies to host our domains.

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Replies (3)
Gridhost
Gridhost's reply05 Jan 2018, 08:31
Official

Good morning Chantal .

Sorry to hear about the experience you had with us recently. Web Africa and Gridhost were one in the same and, until recently, decided to split their focuses and dedicate themselves to looking after their customer specific customers. The same people that you dealt with at WA before are here but in order to actually separate, GH had to get their own billing system and understandably there may be a few hickups here and there. Nonetheless, we located your account and sent it over to our billing team who will be assisting you. We will be in touch.

Regards

CW
Chantal W's update09 Jan 2018, 12:01
Reviewer Update
So someone phoned me on friday but I unfortunately missed the call. Francois phoned me back yesterday 8 January. I AGAIN had to explain my entire sorry. After deliberating about the proof of payment that We have sent two or three times before, he couldn't find it. After asking where I should be sending it, he found the proof of payments. He ended the conversation with the fact that he will phone me back when he has it sorted out. Yesterday afternoon I get this message. "Hi. Your gridhost account may be overdue. Please check and make payment using credit card or instant EFT to avoid disruption. Kind Regards, gridhost". Now I know it is probably automated but it is STILL aggravating as we have been trying to get this sorted since 20 December. The other annoyance...... Look how unprofessional that message is. "Hi"??? "gridhost"??? No respect for the client nor their own company. Oh.... I still await a resolution! :(
CW
Chantal W's update15 Jan 2018, 18:41
Reviewer Update
Here we go again..... No reply from Gridhost after the call I received from Francois on 8 January. Today we get an email saying that our services will be suspended. After Francois had said he would get back to me, I have not heard anything. This is so unprofessional and FRUSTRATING!!! "This is a friendly reminder that any invoice with a due date of 1-10 January 2018 is now overdue. To avoid service suspension, please remit payment via your Customer Zone. Our automated suspension date is Wednesday, 17 January 2018. Important Note: Manual EFT payments will result in account suspension since we can only allocate the payment once it reflects in our bank account. Please remit payment via credit card or instant EFT only. Kind Regards, The Gridhost Team" Get your act together Gridhost!!! I am sick and tired of running after you. Get my account sorted out now!