*********** Homecloud service!!!
Im highly upset and disappointed by the lack of structure and service Homecloud solutions(Internet company from Telkom). I cancelled my contract months ago and they still debiting my account and are sending statements with exuberant amounts. Im very perturbed by they lack of communication this is unacceptable.
Worst of all i don't think they care for they business because they never follow us - its always a struggle.
Hi Nomonde , thank you for your feedback.
We sincerely apologise for the issue you have experienced and understand the frustration in trying to get in touch with us.
We have escalated your issue to the relevant department for urgent attention.
After running a recent customer service survey with our entire customer base, we have already started using the suggestions and feedback to improve our communications:
1. We've emailed instructions on how to Top-Up.
2. We've added an after hour support telephone line.
3. We've changed our process for customer communications, particularly with regards to incoming calls.
4. We are looking to add an automated telephone line system, which will help our customers get better help, quicker.
5. We are improving our support page on our website with more information.
6. We will be sending emails with information on how to check data balance.
For future reference; please direct your query to the appropriate email address, along with your contact details, and the relevant department will contact you as soon as possible:
Top-Ups / Upgrades: ***
Technical Support: ***
Billing: ***
Referrals: ***
Arrears: ***
Data Balance Checks / SIM Swaps: ***
Contact Numbers:
Business Hours
***
Monday to Friday: 8am - 5pm:
After Hours
***
Monday to Friday: 5pm - 2am.
Saturday: 12pm - 4pm.
WhatsApp communications available after hours.
Kind regards, Home Cloud
Hi Nomonde , thank you for your feedback.
We sincerely apologise for the issue you have experienced and understand the frustration in trying to get in touch with us.
We have escalated your issue to the relevant department for urgent attention.
After running a recent customer service survey with our entire customer base, we have already started using the suggestions and feedback to improve our communications:
1. We've emailed instructions on how to Top-Up.
2. We've added an after hour support telephone line.
3. We've changed our process for customer communications, particularly with regards to incoming calls.
4. We are looking to add an automated telephone line system, which will help our customers get better help, quicker.
5. We are improving our support page on our website with more information.
6. We will be sending emails with information on how to check data balance.
For future reference; please direct your query to the appropriate email address, along with your contact details, and the relevant department will contact you as soon as possible:
Top-Ups / Upgrades: ***
Technical Support: ***
Billing: ***
Referrals: ***
Arrears: ***
Data Balance Checks / SIM Swaps: ***
Contact Numbers:
Business Hours
***
Monday to Friday: 8am - 5pm:
After Hours
***
Monday to Friday: 5pm - 2am.
Saturday: 12pm - 4pm.
WhatsApp communications available after hours.
Kind regards, Home Cloud