Poor Service On Complaint Follow Up

<p>I placed a complaint with Hellopeter.com on the 22 June 2016 as the agreed “Price Lock” value changed from the time of the agreement and my internet had slowed down after the “upgrade” was implemented. One hour after placing the complaint a man from MWEB called. The call was ended saying he would follow up and would come back to me. The following day a lady called with numerous questions. Firstly they were to check on the slow internet speeds and secondly they were to listen to the telephone recordings when the agreement was done. At the time the agreement was done telephonically I questioned the bottom line costs and asked if there were any hidden costs involved. I was informed that the agreed value of R1049 was the total amount and this amount would be deducted off my account monthly. I have asked for a copy of these recordings and have been told they do not give them out.</p> <p>The lady called back the following day to say she had listened to the recordings but only the MWEB recordings. She needed to get the original recordings from MultiChoice as the original “Price Lock” deal was done through them. Since then my the follow up has gone cold and this was the last I heard from them and as far as I know nothing has been resolved.</p> <p>At this stage I need to mention that only MWEB has responded to my complaint and although answers are still outstanding, there has been no work from MultiChoice themselves.</p> <p> MultiChoice undertake these agreements/contracts telephonically and I believe it is a legally binding contract. The big problem is that the end user does not have any documentation or evidence of this agreement unlike a signed document where you get a copy of the deal. Furthermore they will not part with the tapes so how does the end user prove what the originally deal was for. It is a one sided deal and the public/consumers’ need to be made aware of this so they know what they are getting into when conducting a deal telephonically. </p> <p>To add fuel to the fire and start following up on the problem and just drop it before it is resolved just makes the issue worse. It seems like they are hoping it will just go away on its own.</p> <p>I’m still with this cost of R250 over and above the original agreed price and my slow internet speed. Mweb have said they are happy with the speed they are providing as this is the expected speed from their service. The fact that I had a better internet speed before this upgrade seems to falls on deaf ears and they do not seem to care. </p> <p>Before going to the consumer council/newspapers I need to get legal advice as to where I stand with this deal.</p> <p> </p>