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1 reviews | Active since Feb 2017

22 Apr 2024, 13:09

Disappointed by Unexpected Fees & Poor Service

I recently received a R970 charge for my Ikhokaha SIM after not using it for 2 years. I believed it was a pay-as-you-go plan and you only pay R49 for the month you use it for making a transaction based on the information provided at purchase. Also if I had received an invoice I would have been made aware that I need to pay. when I did use their service after 2 years of inactivity I used my phone to make the transaction and still didn’t use the SIM.

Key Issues: • Hidden Inactivity Fees: I was unaware of potential monthly fees until receiving this large charge for the SIM after 2 years. • Lack of Communication: I received no monthly statements informing me of these fees or the need to cancel if not in use. • Long Hold Times & Dropped Calls: Reaching customer service resulted in extended hold times when attempting to speak with a manager about the charges. The call was then dropped after 30 minutes, with no follow-up attempt to reach me. • Misleading Advertising: Ikhokaha's website advertises "no hidden costs," which contradicts my experience.

Recommendation: While the service may be adequate, the hidden fees, lack of communication, and poor customer service were significant drawbacks. I recommend potential customers thoroughly research Ikhokaha's pricing structure, particularly regarding inactivity fees and hidden costs to owning the device, before signing up. Considering alternative providers might be prudent to avoid similar frustrations.

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Replies (3)
iKhokha
iKhokha's reply22 Apr 2024, 13:55
Official
Hi Darryn. We apologize for any confusion or frustration caused by the recent charges on your iKhokha SIM card. At iKhokha, we believe in being transparent and clear to our customers. We understand that it's important for our customers to fully understand our service terms. Please note that our SIM cards function on a month-to-month basis, and incur a recurring fee regardless of usage. This important aspect of our pricing model is clearly outlined in the terms and conditions that come with any of our devices featuring a SIM card. While the SIM card is optional, the associated monthly fee is a standard component of our service offering.

Kind Regards, The iKhokha Team 
's update22 Apr 2024, 14:05
Reviewer Update

Dear iKhokha Team,

Thank you for reaching out and clarifying the monthly fee associated with the iKhokha SIM card.

While I appreciate your explanation regarding the terms and conditions, I can't recall being informed about the recurring monthly fee during the purchase process 3 years ago. If I had been aware of this, I would have opted to cancel the SIM card service.

Additionally, I haven't received any monthly invoices that would have alerted me to these ongoing charges. Clear communication about these fees would have helped manage my account.

Moving forward, could you please advise if there's an option to waive the charges for the period I wasn't aware of the monthly fee?
Thank you for your time and attention to this matter.

Sincerely,

Darryn B. Lipman

's update26 Oct 2024, 16:28
Reviewer Update
Dear iKhokha Team,

Thank you for your very delayed response. Unfortunately, my concerns regarding the unexpected charges haven't been fully addressed.

Here's a quick recap:
  • I was charged R970 for my inactive Ikhokaha SIM card despite believing it was a pay-as-you-go plan with no monthly fees.
  • I never received any communication about these potential fees or the need to cancel the service if it is not in use. There were also no invoices sent to me, which would have made me notice I was incurring a fee.
  • Reaching customer service previously resulted in long hold times and a dropped call without a follow-up.

While I understand your explanation regarding the terms and conditions, I maintain that clearer communication upfront and throughout the service would have prevented this issue.My question remains: is there any possibility of a partial or full waiver of the charges incurred during the period I was unaware of the monthly fee?I appreciate your time and a more definitive response to my request.

Sincerely,

Darryn B. Lipman