This is Theft!
<p>I noticed a monthly debit order of R45 being taken off my account and assumed it was my website host by some other name "Hotspotter". No way - now I have discovered that Mobilesplus have been taking my money for many months for something I would never agree to - wi-fi for my phone. I already have fibre and full wi-fi and would never agree to something like this, being a pensioner. They say I agreed over the phone - absolutely no way! They have promised to email the transcript of the agreement but have not done so to date. They are aggressive on the phone and say I cannot get a refund. They also say they have no address where I can go to and listen to the alleged recording. This is ****************!!</p>
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Replies (14)
Mobilesplus's replyOfficial
12 Jun 2017, 22:01Good Evening Mr Thome We do aplogize for the delay in getting your query resolved currently our offices are closed you will be contacted during business trading hours from 8am to 5:30pm and assisted with feedback . kind Regards Mobiles Plus Team
Best regards,
Mobilesplus's reply12 Jun 2017, 22:01
Official
Good Evening Mr Thome We do aplogize for the delay in getting your query resolved currently our offices are closed you will be contacted during business trading hours from 8am to 5:30pm and assisted with feedback . kind Regards Mobiles Plus Team
Best regards,
's updateReviewer Update
13 Jun 2017, 11:18I received a call from Chanelle of Mobils Plus at around 11:00 the day after posting my complaint. She said that as the agent had not explained the service correctly, they were willing to refund me three months payments (R45 x 4). These deductions have been made since early 2016 - well over a year. I have still not received a transcript of the supposed conversation where I said "yes" to this service. I have asked to be able to hear the recording myself and this has been escalated to management. That is the only way I will believe that I actually agreed to this service, which I cannot believe, as I absolutely do not need wi-fi anywhere in South Africa. I am not a frequent traveller and have my own fibre at home providing me with wi-fi and I use mobile data when I'm out.
's update13 Jun 2017, 11:18
Reviewer Update
I received a call from Chanelle of Mobils Plus at around 11:00 the day after posting my complaint. She said that as the agent had not explained the service correctly, they were willing to refund me three months payments (R45 x 4). These deductions have been made since early 2016 - well over a year. I have still not received a transcript of the supposed conversation where I said "yes" to this service. I have asked to be able to hear the recording myself and this has been escalated to management. That is the only way I will believe that I actually agreed to this service, which I cannot believe, as I absolutely do not need wi-fi anywhere in South Africa. I am not a frequent traveller and have my own fibre at home providing me with wi-fi and I use mobile data when I'm out.
Mobilesplus's replyOfficial
13 Jun 2017, 11:27Dear Vivien,
Kindly note that your HP query was logged by yourself at 9.36pm yesterday, our office hours are 8am -5.30pm, Shanel contacted you at 9am, where you advised Shanel to contact you at 11am today, which Shanel did.
We do have confirmation on our system that the transcript was sent to you, however we will re listen to the call recording and provide with feedback to a closure within the day today.
Thanking you for your time and patience.
Kind Regards,
Mobiles Plus Team
Best regards,
Mobilesplus's reply13 Jun 2017, 11:27
Official
Dear Vivien,
Kindly note that your HP query was logged by yourself at 9.36pm yesterday, our office hours are 8am -5.30pm, Shanel contacted you at 9am, where you advised Shanel to contact you at 11am today, which Shanel did.
We do have confirmation on our system that the transcript was sent to you, however we will re listen to the call recording and provide with feedback to a closure within the day today.
Thanking you for your time and patience.
Kind Regards,
Mobiles Plus Team
Best regards,
's updateReviewer Update
13 Jun 2017, 12:02Dear MP Team
Shanel had a problem with her system when she first called and asked if she could call back. I said I would be available at 11. I have most definitely not received any transcript. Please send it again to ********** If necessary, we could use Skype for you to replay the recording to me since you refuse to divulge your street address.
Regards
VC Thomé (Mrs)
's update13 Jun 2017, 12:02
Reviewer Update
Dear MP Team
Shanel had a problem with her system when she first called and asked if she could call back. I said I would be available at 11. I have most definitely not received any transcript. Please send it again to ********** If necessary, we could use Skype for you to replay the recording to me since you refuse to divulge your street address.
Regards
VC Thomé (Mrs)
Mobilesplus's replyOfficial
13 Jun 2017, 12:10Dear Vivien,
Thank you kindly for your feedback, as confirmed we will assist you to a closure today.
Kind Regards,
Mobiles Plus Team
Best regards,
Mobilesplus's reply13 Jun 2017, 12:10
Official
Dear Vivien,
Thank you kindly for your feedback, as confirmed we will assist you to a closure today.
Kind Regards,
Mobiles Plus Team
Best regards,
's updateReviewer Update
13 Jun 2017, 12:17You may call me Mrs Thomé since I am undoubtedly a lot older than you and you don't have a name.
Please send me the transcript as promised immediately.
Thank you.
's update13 Jun 2017, 12:17
Reviewer Update
You may call me Mrs Thomé since I am undoubtedly a lot older than you and you don't have a name.
Please send me the transcript as promised immediately.
Thank you.
Mobilesplus's replyOfficial
13 Jun 2017, 12:25Dear Mrs Thorne
Kindly note as per your telephonic discussion between Escalations Specialist Shanel and yourself today, the call has been re-listened to, the sales call was a total of 37mins.
You will be contacted now as we have closure for you, the call recording will be emailed to you now, however there will be a delay in your receiving it due to the size of the call recording.
Thanking you for your time and patience, we sincerely apologise for any inconvenience caused to you.
Kind Regards,
Mobiles Plus Management
Best regards,
Mobilesplus's reply13 Jun 2017, 12:25
Official
Dear Mrs Thorne
Kindly note as per your telephonic discussion between Escalations Specialist Shanel and yourself today, the call has been re-listened to, the sales call was a total of 37mins.
You will be contacted now as we have closure for you, the call recording will be emailed to you now, however there will be a delay in your receiving it due to the size of the call recording.
Thanking you for your time and patience, we sincerely apologise for any inconvenience caused to you.
Kind Regards,
Mobiles Plus Management
Best regards,
's updateReviewer Update
13 Jun 2017, 17:15To whom it may concern (since I don't have a name to address this to - more secrecy)
This is an absolute ****! I finally received the recording from Shanel from "Zendesk" and not Mobiles Plus (I thought it was spam as it was in my Junk Mail) and it reveals how I was totally misled on 25 Feb 2016 by someone who is so utterly inept at speaking on a phone that it took almost 40 minutes to get through the sale of a CELLPHONE CONTRACT!! That was all I was interested in was a "touch screen cellphone" which I was told was called a Blackberry Z3. I was told it would cost R99 per month and the contract was supposed to be for 24 months. I was asked whether my company was registered and I repeatedly said the name is reserved for my use so that no-one else can use it but the company is NOT a registered entity. I was told a few days later that I did not qualify for this phone. As part of this contract I was supposed to get Hotspotter for this phone at an extra R39 per month, to which I said "yes, okay" as I had enquired whether I would receive data to receive my emails. I was told that out of the R99 I would get R55 a month airtime. They were unsure as to whether I could keep my own cellphone number but said I could contact customer services and return the phone within 14 days if I was not happy. So I don't get a phone but I get something called Hotspotter which I've never seen any sign of and believing this was my website host with a different name, did not query it until now when I decided to look into it. I now demand a full refund for all the months I have paid for this non-existent service. I still say THIS IS THEFT! I really wish I could upload the transcript!! I was charged R45 monthly for well over a year for absolutely nothing!
VC Thomé (Mrs)
's update13 Jun 2017, 17:15
Reviewer Update
To whom it may concern (since I don't have a name to address this to - more secrecy)
This is an absolute ****! I finally received the recording from Shanel from "Zendesk" and not Mobiles Plus (I thought it was spam as it was in my Junk Mail) and it reveals how I was totally misled on 25 Feb 2016 by someone who is so utterly inept at speaking on a phone that it took almost 40 minutes to get through the sale of a CELLPHONE CONTRACT!! That was all I was interested in was a "touch screen cellphone" which I was told was called a Blackberry Z3. I was told it would cost R99 per month and the contract was supposed to be for 24 months. I was asked whether my company was registered and I repeatedly said the name is reserved for my use so that no-one else can use it but the company is NOT a registered entity. I was told a few days later that I did not qualify for this phone. As part of this contract I was supposed to get Hotspotter for this phone at an extra R39 per month, to which I said "yes, okay" as I had enquired whether I would receive data to receive my emails. I was told that out of the R99 I would get R55 a month airtime. They were unsure as to whether I could keep my own cellphone number but said I could contact customer services and return the phone within 14 days if I was not happy. So I don't get a phone but I get something called Hotspotter which I've never seen any sign of and believing this was my website host with a different name, did not query it until now when I decided to look into it. I now demand a full refund for all the months I have paid for this non-existent service. I still say THIS IS THEFT! I really wish I could upload the transcript!! I was charged R45 monthly for well over a year for absolutely nothing!
VC Thomé (Mrs)
's updateReviewer Update
13 Jun 2017, 17:20Oh, I've now received an email saying this matter is now closed!!! I will take this to the end until I get ALL of my money back!
's update13 Jun 2017, 17:20
Reviewer Update
Oh, I've now received an email saying this matter is now closed!!! I will take this to the end until I get ALL of my money back!
Mobilesplus's replyOfficial
13 Jun 2017, 17:26Dear Mrs Thorne
Please note our business trading hours are operational from 8am to 5:30pm for assistance
we will only be able to contact you during this time for further assistance if required.
Kindly note as per your telephonic discussion between Escalations Specialist Shanel and yourself today, the call has been re-listened to, the sales call was a total of 37mins.
You have been contacted now as we have closure for you, the call recording was sent to you .
Thanking you for your time and patience, we sincerely apologise for any inconvenience caused to you.
Kind Regards,
Mobiles Plus Management
Best regards,
Mobilesplus's reply13 Jun 2017, 17:26
Official
Dear Mrs Thorne
Please note our business trading hours are operational from 8am to 5:30pm for assistance
we will only be able to contact you during this time for further assistance if required.
Kindly note as per your telephonic discussion between Escalations Specialist Shanel and yourself today, the call has been re-listened to, the sales call was a total of 37mins.
You have been contacted now as we have closure for you, the call recording was sent to you .
Thanking you for your time and patience, we sincerely apologise for any inconvenience caused to you.
Kind Regards,
Mobiles Plus Management
Best regards,
Mobilesplus's replyOfficial
14 Jun 2017, 08:00Dear Mrs Thome
Kindly note that Hotspotter is a Value added service, which is not subject to credit approval of the contract, it is not linked to a specific number and is compatible with any device, this service does work separately from the actual contract.
However, based on your dissatisfaction i will look into providing you with a full refund based on good business standing, you will be contacted before C.O.B regarding your refund.
Kind Regards,
Layyen Chhipa (Mobiles Plus Campaign Manager)
Best regards,
Mobilesplus's reply14 Jun 2017, 08:00
Official
Dear Mrs Thome
Kindly note that Hotspotter is a Value added service, which is not subject to credit approval of the contract, it is not linked to a specific number and is compatible with any device, this service does work separately from the actual contract.
However, based on your dissatisfaction i will look into providing you with a full refund based on good business standing, you will be contacted before C.O.B regarding your refund.
Kind Regards,
Layyen Chhipa (Mobiles Plus Campaign Manager)
Best regards,
's updateReviewer Update
14 Jun 2017, 08:30Dear Layyen
That is definitely not something that was explained to me. The agent spoke so quickly, it was hard to take in what she was talking about when it came to Hotspotter. Perhaps you would like to listen to the recording?
I look forward to hearing from you regarding a full refund for being misled.
Many thanks
Kind regards
VC Thomé
's update14 Jun 2017, 08:30
Reviewer Update
Dear Layyen
That is definitely not something that was explained to me. The agent spoke so quickly, it was hard to take in what she was talking about when it came to Hotspotter. Perhaps you would like to listen to the recording?
I look forward to hearing from you regarding a full refund for being misled.
Many thanks
Kind regards
VC Thomé
Mobilesplus's replyOfficial
14 Jun 2017, 08:42Dear Mrs Thome,
I sincerely do understand your point and do apologize for the frustration caused to you, i have indeed listened to the call recording and i assure you that we are a reputable organisation and will resolve your query effectively.
I will contact you this morning with full and final resolution.
Thanking you for your time and patience.
Kind Regards,
Layyen Chhipa (Mobiles Plus Campaign Manager)
Best regards,
Mobilesplus's reply14 Jun 2017, 08:42
Official
Dear Mrs Thome,
I sincerely do understand your point and do apologize for the frustration caused to you, i have indeed listened to the call recording and i assure you that we are a reputable organisation and will resolve your query effectively.
I will contact you this morning with full and final resolution.
Thanking you for your time and patience.
Kind Regards,
Layyen Chhipa (Mobiles Plus Campaign Manager)
Best regards,
's updateReviewer Update
26 Jun 2017, 19:08Thank you to Layyen Chhipa from Mobiles Plus - she has kept to her word and I have received a refund for a product which I never saw or made use of and for which I was misled - Layyen agreed that this was the case after listening to the recorded conversation - so thank you to Layyen. You handled this matter professionally and brought it to a satisfactory conclusion. I do hope that you will continue to do good work by encouraging your staff to be trained in future to not mislead potential customers. Thank you.
's update26 Jun 2017, 19:08
Reviewer Update
Thank you to Layyen Chhipa from Mobiles Plus - she has kept to her word and I have received a refund for a product which I never saw or made use of and for which I was misled - Layyen agreed that this was the case after listening to the recorded conversation - so thank you to Layyen. You handled this matter professionally and brought it to a satisfactory conclusion. I do hope that you will continue to do good work by encouraging your staff to be trained in future to not mislead potential customers. Thank you.