AS
Andre S
1 reviews | Active since Jul 2018
30 Apr 2025, 14:44
All sunshine and roses till you want to cancel
Cancelling my services after being a loyal customer for multiple years (5+). I logged tickets multiple times to report that my soft phone was no longer receiving calls. Gave them months to fix it and now that I want to move to another provider, they put my cancelation request on a 90 day notice period, meaning I have to lose another 3 months of calls to my business. Shocking way to treat a customer and this is ********* seeing as the reason I am cancelling is because of their failing service.
Helpful (0)
Replies (4)0
Replies (4)
iConnect SA's replyOfficial
02 May 2025, 07:49Thank you for your feedback. We're currently investigating your support history and cancellation case. Based on our initial review, we’ve located one formal support ticket from February 2025. If there were additional interactions, we’ll review our call records and internal processes to ensure nothing was missed.
We’ll provide a detailed response once the review is complete.
_____________________________________________________________________________
We regret that your recent experience fell short of expectations.
_____________________________________________________________________________
We regret that your recent experience fell short of expectations.
After reviewing your account, we found one formal support ticket from February 2025 regarding the softphone issue. If additional calls were made to our support team, they unfortunately did not result in logged tickets—meaning no trackable case history or escalation was possible on our end.
This is a gap we’re actively addressing with internal teams to ensure all technical issues are formally tracked moving forward.
Regarding your cancellation:
Our 90-day notice period is contractually standard, designed to ensure continuity of service and avoid abrupt service disruptions. However, when legitimate faults impact service delivery, we encourage clients to follow our formal complaints escalation process, which allows for exception handling. We will review whether this option was adequately offered to you.
Our 90-day notice period is contractually standard, designed to ensure continuity of service and avoid abrupt service disruptions. However, when legitimate faults impact service delivery, we encourage clients to follow our formal complaints escalation process, which allows for exception handling. We will review whether this option was adequately offered to you.
We thank you for your feedback and your loyalty over the years.
iConnect SA's reply02 May 2025, 07:49
Official
Thank you for your feedback. We're currently investigating your support history and cancellation case. Based on our initial review, we’ve located one formal support ticket from February 2025. If there were additional interactions, we’ll review our call records and internal processes to ensure nothing was missed.
We’ll provide a detailed response once the review is complete.
_____________________________________________________________________________
We regret that your recent experience fell short of expectations.
_____________________________________________________________________________
We regret that your recent experience fell short of expectations.
After reviewing your account, we found one formal support ticket from February 2025 regarding the softphone issue. If additional calls were made to our support team, they unfortunately did not result in logged tickets—meaning no trackable case history or escalation was possible on our end.
This is a gap we’re actively addressing with internal teams to ensure all technical issues are formally tracked moving forward.
Regarding your cancellation:
Our 90-day notice period is contractually standard, designed to ensure continuity of service and avoid abrupt service disruptions. However, when legitimate faults impact service delivery, we encourage clients to follow our formal complaints escalation process, which allows for exception handling. We will review whether this option was adequately offered to you.
Our 90-day notice period is contractually standard, designed to ensure continuity of service and avoid abrupt service disruptions. However, when legitimate faults impact service delivery, we encourage clients to follow our formal complaints escalation process, which allows for exception handling. We will review whether this option was adequately offered to you.
We thank you for your feedback and your loyalty over the years.
iConnect SA's replyOfficial
07 May 2025, 13:54We regret that your recent experience fell short of expectations.
After reviewing your account, we found one formal support ticket from February 2025 regarding the softphone issue. If additional calls were made to our support team, they unfortunately did not result in logged tickets—meaning no trackable case history or escalation was possible on our end.
This is a gap we’re actively addressing with internal teams to ensure all technical issues are formally tracked moving forward.
Regarding your cancellation:
Our 90-day notice period is contractually standard, designed to ensure continuity of service and avoid abrupt service disruptions. However, when legitimate faults impact service delivery, we encourage clients to follow our formal complaints escalation process, which allows for exception handling. We will review whether this option was adequately offered to you.
Our 90-day notice period is contractually standard, designed to ensure continuity of service and avoid abrupt service disruptions. However, when legitimate faults impact service delivery, we encourage clients to follow our formal complaints escalation process, which allows for exception handling. We will review whether this option was adequately offered to you.
We thank you for your feedback and your loyalty over the years.
iConnect SA's reply07 May 2025, 13:54
Official
We regret that your recent experience fell short of expectations.
After reviewing your account, we found one formal support ticket from February 2025 regarding the softphone issue. If additional calls were made to our support team, they unfortunately did not result in logged tickets—meaning no trackable case history or escalation was possible on our end.
This is a gap we’re actively addressing with internal teams to ensure all technical issues are formally tracked moving forward.
Regarding your cancellation:
Our 90-day notice period is contractually standard, designed to ensure continuity of service and avoid abrupt service disruptions. However, when legitimate faults impact service delivery, we encourage clients to follow our formal complaints escalation process, which allows for exception handling. We will review whether this option was adequately offered to you.
Our 90-day notice period is contractually standard, designed to ensure continuity of service and avoid abrupt service disruptions. However, when legitimate faults impact service delivery, we encourage clients to follow our formal complaints escalation process, which allows for exception handling. We will review whether this option was adequately offered to you.
We thank you for your feedback and your loyalty over the years.
AS
Andre S's updateReviewer Update
22 Jul 2025, 17:30This option was not offered to me, regardless of multiple emails sent to your various departments and after expressing my immense dissatisfaction. Quite frankly your service is a disgrace. You should be ashamed and I hope more customers will cancel.
The silver lining is that with my new provider, it actually made me realise how bad the call quality of your app is. Better service and better functioning app. Not sure what your "techincians" are doing but it's not delivering acceptable service.
The silver lining is that with my new provider, it actually made me realise how bad the call quality of your app is. Better service and better functioning app. Not sure what your "techincians" are doing but it's not delivering acceptable service.
AS
Andre S's update22 Jul 2025, 17:30
Reviewer Update
This option was not offered to me, regardless of multiple emails sent to your various departments and after expressing my immense dissatisfaction. Quite frankly your service is a disgrace. You should be ashamed and I hope more customers will cancel.
The silver lining is that with my new provider, it actually made me realise how bad the call quality of your app is. Better service and better functioning app. Not sure what your "techincians" are doing but it's not delivering acceptable service.
The silver lining is that with my new provider, it actually made me realise how bad the call quality of your app is. Better service and better functioning app. Not sure what your "techincians" are doing but it's not delivering acceptable service.
iConnect SA's replyOfficial
23 Jul 2025, 12:15Thank you for taking the time to speak with our Technical Manager.
We sincerely appreciate your feedback and want to assure you that your concerns have been escalated to our dedicated task team. We are committed to delivering a better experience and trust that we will see meaningful improvements in the near future.
Best Regards,
iConnect Team
We sincerely appreciate your feedback and want to assure you that your concerns have been escalated to our dedicated task team. We are committed to delivering a better experience and trust that we will see meaningful improvements in the near future.
Best Regards,
iConnect Team
iConnect SA's reply23 Jul 2025, 12:15
Official
Thank you for taking the time to speak with our Technical Manager.
We sincerely appreciate your feedback and want to assure you that your concerns have been escalated to our dedicated task team. We are committed to delivering a better experience and trust that we will see meaningful improvements in the near future.
Best Regards,
iConnect Team
We sincerely appreciate your feedback and want to assure you that your concerns have been escalated to our dedicated task team. We are committed to delivering a better experience and trust that we will see meaningful improvements in the near future.
Best Regards,
iConnect Team