Jet and RMCS are *****ing from their customers!!!

I am writing this review on behalf of my mother who is unable to access such platforms. Account number:***

She has been billed a monthly amount of R78 for “Cell C data” and R59 for ER24 Rapid Response.

She was contacted by an agent from Jet around September 2020 who offered her Cell C 3GB data and ER24 Rapid Response. During this call no amount that she would need to pay was mentioned to her. As a loyal Jet customer of over 20 years she assumed this was a reward for her loyalty to the company over the years. When she received her account statement she realised there was a cost of R78 for Cell C airtime and R59 for ER24 Rapid Response. Immediately after realising this she went to Jet Jubilee mall in Hammanskraal to raise this issue with the store and ask for cancellation. The store manager phoned their head office and asked for this to be cancelled. When she left the store she was assured that this would be cancelled but to date this has not been done! When she informed me of this challenge in April 2021 I immediately settled her account and paid R2 6681.57 for her as I could see it was causing her a lot of stress and impacting her health in a negative way, yet the account was still not closed instead they kept billing her for the Cell C data and ER24 Rapid Response. She has been to the store over 6 times trying to resolve the same issue, but nothing came out of her efforts. The last time she was in the store she sat in the store from 09:00 am till 13:00pm waiting for assistance for her account to be closed but she still left the store unassisted and the account not closed as she was told she owes money for the Cell C data and ER 24 Rapid Response. She has been sent from pillar to post with 0 resolution. When she left the store she was highly stressed and not in a good state. She risked her life and sat all those hours in a store during a 3rd wave while having underlying conditions and STILL left without a favourable resolution. That night she could not sleep due to stress and anxiety. She went to the Dr the next day and her BP was high due to the stress. She has not been the same person since. We(my mother and I) phoned Jet call centre the consultant transferred us to the supervisor by the name of Tsholo. We asked Tsholo where this 3GB of data sim card was as my mom has never received any sim with recurring monthly data allocation of 3GB data. He said to us that it was a wifi hotspot. I asked hotspot how as she never received a sim with a ****le and he said it was a hotspot like that available at fast food restaurants like macdonalds so she needed to access it by clicking on a link. He said she was sent a link on the 15th of September 2020 to access the “wifi hotspot” this didn’t make any sense to me and my mother never clicked on that link The other concerning thing is that the R78 appears as “Cell C” airtime on her statement and not 3GB data. Tsholo the supervisor said that is how it is billed. How to you charge for one thing and yet the statement appears as another thing. You cannot buy a bed and it appears as a couch on the account statement! Tsholo mentioned that he also didn’t understand the billing or the Wifi hotspot as I continuously asked where the sim and ****le for this so called “airtime” which is claimed to be data was allocated and being used as my mom never received anything nor clicked on any link, he ended up saying that he himself didn’t understand this product offer as it is done by United Connect He said he would investigate the matter by listening to the recording and coming back to by mom which he never did. We asked for the call recording of when this offer was made but he said this could not be made available to us. I asked that he play it while we are all on the call and he said this was impossible. Another issue is that she made payments to her account last year April and August 2020 and none of the payments made are reflecting on her Jet account statement but are appearing on her bank statement two amounts of R550 and R500 but no reflection of this on the statement even after querying it with the store they again phoned Jet head office and once again no help was received to correct this. To date my mom has been charged a total amount of R1370 for the “Cell 3GB of data and ER 24 Rapid Response” both services that she has never received nor requested, even after numerous attempts to cancel since last year nothing was done. My mom earns a low salary and cannot afford to be charged for things she didn’t was ******* into believing were rewards for her loyalty and even after asking for cancellation to be done no action was taken but just monthly costs were being added to her account until now.

I would like this matter to be attended to with the outmost urgency and all the monies charged to be fully refunded. If this doesn’t happen I will take this matter to the Ombudsman. I have seen similar complaints from other customers with the same issue like that of my mother. Jet has become a company that contuse to ***** from innocent customers and this has to STOP!! These are all my mothers call reference numbers: NOV 2020: ECDP-*** JAN 2021: ECDP *** FEB 2021: *** ***2 210126