Legalwise - Do you know what your values are?

I am a Platinum customer and I am appalled by the service I have received from Legalwise for a simple billing issue logged 6 months ago! After reading this I would be surprised if anyone would trust Legalwise for more serious issues like ******** matters, divorce services, employment issues, etc.

I was getting billed for a Telkom contract which I did not enter into. Telkom was also not honouring a month to month service cancellation request. My issue was assigned to the Pinetown Legalwise branch.

This is the timeline of events; October: Engaged Legalwise through Jhb callcentre. Then signed power of attorney with Pinetown branch.

13 November: Response from branch was that I was in a 24month contract and they gave me the details of the contract. It’s as if they copied and pasted a response from Telkom. The contract was not challenged by Legalwise at all. I responded telling the branch that clearly, their response adds no value and they completely misunderstood what the issue was.

4 December: Asked to fill in another cancellation form. I queried why Legalwise did not challenge the validity of a contract and was told by the Pinetown branch that they would first request a cancellation, and then only would ask for the copy of the contract to see if its valid.

5 December: Legalwise forwards cancellation to Telkom

8 January: I queried the progress from Legalwise

2 February: Due to lack of response, I escalated to the Durban office. Shereen responded to me giving me some info about a cancellation taking 30 days with Telkom and IF there is any ***** (or lack of contract) Telkom will refund me. This did not make me feel all warm and fuzzy as I had sent a cancellation months ago and did not see the reason why I had to wait another 30 days. There was also nothing definitive, after 4 months Legalwise could still not establish if a valid contract was in place or not.

28 February: No response received, Telkom is still billing me. Emailed Legalwise Pinetown branch asking for an update

5 March: Received response saying “I will personally do a follow up and revert to you.”

13 March: After no response received, I followed up again via email. No response received. No contact via phone or other means.

I am done trying to chase Legalwise, I should have invested that time chasing Telkom. My only question to Legalwise is: do people working there who provide the service know what your purported values are?

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