NEOTEL

We had a Neotel contract for data usage with a modem - in Dec 2016 we were unable to connect to the wifi - continuously saying no signal - after trying to call Neotel countless times we eventually were told that they had a problem with the batch of Modems and if we returned the device to their offices in Bellville, Cape Town they would replace it FOC. We live in Seapoint, the drive to Bellville is 45 minutes but needless to say we did drive through one saturday morning, after waiting in the queue for 45mins to be served we were informed that the device is no longer under contract and we would A. have to buy a new device or B. we could take out another contract where upon we would receive a new device. We decided on option B, no forms were signed or filled in, they promised to deliver the new modem on the Monday. Monday came and went and 10 days later we eventually decided to follow up, they apologised profusely and the device was received the following day. After setting up the device, testing it no signal could be optained. We immediately called Neotel and informed them that as no service was being rendered we would be returning the device via courier and they must please acknowledge receipt of the goods. They did and then proceeded to request that we fill in a termination form, which was done and submitted by return mail. This all occured around the end of January 2017. Our bank account was then debited with a connection fee and the first months service - bearing in mind that neither of this was rendered. We queried and were informed that they would credit the account and refund the monies incorrectly deducted. The following month it happened again. This time we insisted that they remove the banking details so no further debts could go through the account which they did do and they once again informed us that the credit would be passed!!! No credit was forth coming. Wait for it - in July 2017 we then received a email from a debt collection agency, NuDebt, informing us that we have been handed over due to NON PAYMENT!!!! We owe Neotel R2 600! Not only are the consultants for NuDebt extremely rude and unhelpful but there is no contact number for them available. They harass you and are not prepared to listen to what has actually happened. After countless hours, untold frustrations with Neotel, you can never speak to the same person nor anybody in management position they are always busy in meetings, or you are put on hold, phone in the persons lap, until you are eventually cut off, they have finally acknowledged that they in actual fact owe us money BUT they are not prepared to send through confirmation of the fact as it takes 21 days for their accounts department to approve the credit!!! hello they have had over 120 days to approve this credit! NuDebt then informed us that they are instituting Legal Action against us! NEOTEL AS A CUSTOMER BASED BUSINESS YOUR SERVICE IS SHOCKING - THERE IS NO SERVICE TO TALK OF. We are now holding our breath to see if the refund is forth coming, the legal action is withdrawn and an apology is send - I think we could be holding our breath for a long time!!!