Bad Customer Service / No Response to Emails

On Friday, 28 July 2017 I bought a modem/router and prepaid data from Neotel in Umhlanga.

Before purchasing we asked the gentleman to check if we do have signal at 51 Basroyd Drive in Bassonia. He confirmed that we indeed have signal.

I told him that I am from Johannesburg and only on vacation in Umhlanga. He informed me that the Fourways branch has closed down, but I should not have any problems as the call centre will be able to assist me should I experience any problems in Johannesburg.

When I got back to Joburg on 29 July, I had problems with the modem and network problems. I could not connect at all. I called the call centre on Sunday morning, as they were already closed on Saturday. The consultant informed me that my 3G settings were way too low hence I cannot connect.

I logged a call under reference no: TECH ********** 09, to date the matter has not been resolved.

I have ever since been in contact with your staff on Twitter and to date I have had not received any help or feedback.

I logged another call under reference no: FCR ********** 67, to date still no resolution or feedback to my problem. When I informed Ntabiseng that I would like to return the device because its not working and I don’t have coverage, she said I need to go to the store in Durban to exchange it. I find this totally unacceptable.

I need to return this non working device and I don’t have coverage.

Please can you urgently assist me with a return and a full refund.

The service from Neotel is really bad and there is no communication. I cannot become a customer to this kind of organisation.