Incorrect Billing & *********** Staff

<p>In October 2016 my husband call into neotel and asked if we could get a new router as the one we had was not getting proper network coverage and signal kept dropping. We were advised that we could get a new router if we cancelled the existing contract pay a cancellation fee and then then take out a new contract with a new router. We then opted for this option and we receieved our device and paid the cancellation fee end of November. Come the next month December we get billed for both contracts and my husband calls in to the call centre to query who was then told that they see the cancellation of the contract was paid they will escalate the matter. So I reverse the debit order with the bank because I will not pay for something that was cancelled. Someone from the accounts department did eventually call and my husband explained what happened and was told the account would be rectified with the new statement. In January our line gets cut and when we call in to query we are told that the we are capped knowing full well thats impossible but we left it at that and asked that the account gets sorted out. We then received an email on 1st February 2017 stating that the contract was only cancelled on their system on the 10th January and we would receive a credit for the remaining days of January ****h -31st). So whose problem is it that they only did their job in January when the cancellation was done in October already? Now yesterday I get an sms stating that I have 96 hours to pay the account or else it will badly affect my credit rating meaning what exactly that I will be given over to lawyers? Now please tell me how can you hand a client over to a lawyer when you have not sorted out the account. I have never refused to pay my account, infact I had diligently been paying until the problem started when the new contract was taken out. I dont have the luxury of calling in every month to ask that this problem gets sorted out its a waste of my time and airtime to explain the story ten times over and then get a reference number and ge the line about it will be escalated. You cannot even talk to an accounts manager because they cannot transfer you so who should you speak to to get the service you need. Then to be receiving sms's about being handed over, I want you to try to hand me over to a lawyer and ***** my credit profile. I am a very irritated and frustrated client and I regret the day I took out a contract with Neotel. These are my reference numbers for your perusal my account number is R ********** 54 I do hope someone competent gets back to me so this account can get sorted out once and for all</p> <p> </p> <p>SREQ ********** 49 -</p> <p> </p> <p>SREQ ********** 58</p> <p> </p> <p>SREQ ********** 62</p> <p> </p> <p>SREQ ********** 38</p> <p> </p> <p>FCR_ ********** 73</p> <p> </p> <p>FCR_ ********** 70</p> <p> </p>