Poor service from Lexis Nexis SA

Lexis Nexis South Africa customer service is non-existent. One of the worst run companies in SA. As a practising lawyer in SA I have no choice but to subscribe to LNSA online portal as LNSA gas the licence for Lexis Nexis online law products in SA.

First complaint: I have been waiting more than 6 months for a statement of account setting out an amount that I allegedly owe LNSA. I consistently receive 'payment due' statements, yet receive computation statement as requested numerous times. I complained on a LNSA Facebook post (as a follow up to my numerous complaints via phone and e-mail) yesterday, only to find that the LNSA FB administrator had deleted my comment with the hour !

Second complaint: I was forced to cancel my LNSA subscription because I was overcharged on the debit order and spent months begging for a refund. I want to subscribe as I need the service, but not with zero customer service.

Third complaint:

I also had problems getting a request for a change of online products effected by the IT team. I would thus frustratingly wait weeks for the availability of a certain type of textbook, by which time the need for researching that part of law had come and gone.

Fourth complaint:

No one at LNSA in Durban takes responsibility. The buck is always passed...you are passed from one department to another...no one fixes the problem. Sigh.

Not hopeful that this Hellopeter post will achieve anything: My guess is that LNSA being a monopoly on lexis nexis products in SA will not bother to respond. It is a captive market.

Hopeful for: What I would like to see is LNSA offering a monthly subscription that is not on a debit order so that customers can hold the company to account for failing to deliver- it is unacceptable to overcharge on a signed debit order figure.