1 reviews | Active since Nov 2016
Shocking Service and Bad Network
<p>I have been experienceing network and billing issues with this company for almost 6 months now and even though my case has been escalated to someone i have yet to receive a response from my last correspondence over a week ago.</p> <p>They keep billing me for data usage over and above 15 GB contracted with them, even though i have repeatedly told them to suspend the line if this limit is reached.</p> <p>I have asked them to cancel the debit order instruction which they have said they will do but the debit order still went off.</p> <p>We do not have data for at least 2-3 weeks of every month but i keep getting billed for R 500 to R800 when it is only supposed to be R 226. They give me credits but that doesn't solve the network issues.</p> <p>I do not accept that we are even using 15GB per month as the network is always down and they refuse to get a techinican to call me even though i have requested it many times. I have spent a small fortune contacting their customer service call centre.</p> <p>I want them to take back their modem and credit the remaining R700 due on the contract for the modem, as i believe that they have breached the contract by not providing me with internet access.</p> <p>When there is access it is so slow that i cannot even do internet banking or a sars return, nevermind reading my emails. I even have to do this posting at work as my internet as home doesn't work properly.</p> <p>I need help please. I cannot deal with this company anymore.</p> <p> </p>
Good day. Can you please supply us with your Neotel account number or a recent logged complaint reference number?
Best regards,
Good day. Can you please supply us with your Neotel account number or a recent logged complaint reference number?
Best regards,
Account number: R ********** 32
Reference number: FCR_ ********** 71
Account number: R ********** 32
Reference number: FCR_ ********** 71
I have received a print out of the data usage on this account and the most interesting of all is that most of the so called data useage happens while we are sleeping.
5 pages for one day with zero data useage shows no network or internet access.
According to this report, we hit 15GB on 12 November but the line was only suspended two days later.
On 6, 7, 10, 11, and 14th there are loads of attemps to connect but no luck, shown by 0.01 data usage.
When i try to visit the IP addresses shown on the nights that showed data useage to see what site was visited, i get error messages.
Also what i find interesting is that on the weekends when we are home and wanting to use the interenet, the report shows very little on no useage.
I am going to cancel this contract and find another service provider who takes the time to resolve queries to the clients' satisfaction, and do not ignore their clients requests, and do not give them half hearted feedback. A provider that is honest with their customers about network or technical issues and actually try to resolve them. They have yet to prove to me that i have in fact used the data they say I have used. I am still disputing this useage.
Only after posting this review on HelloPeter.com was I contacted, and given a short vague response. Then another consultant who I have not dealt with before, sent me a data useage report with no further communication. I get the impression they are not looking at all the previous calls and reference numbers and issues i have been experiencing.
They really don't care if I am happy or not and whether i consider this matter now resolved or not.......................
I have received a print out of the data usage on this account and the most interesting of all is that most of the so called data useage happens while we are sleeping.
5 pages for one day with zero data useage shows no network or internet access.
According to this report, we hit 15GB on 12 November but the line was only suspended two days later.
On 6, 7, 10, 11, and 14th there are loads of attemps to connect but no luck, shown by 0.01 data usage.
When i try to visit the IP addresses shown on the nights that showed data useage to see what site was visited, i get error messages.
Also what i find interesting is that on the weekends when we are home and wanting to use the interenet, the report shows very little on no useage.
I am going to cancel this contract and find another service provider who takes the time to resolve queries to the clients' satisfaction, and do not ignore their clients requests, and do not give them half hearted feedback. A provider that is honest with their customers about network or technical issues and actually try to resolve them. They have yet to prove to me that i have in fact used the data they say I have used. I am still disputing this useage.
Only after posting this review on HelloPeter.com was I contacted, and given a short vague response. Then another consultant who I have not dealt with before, sent me a data useage report with no further communication. I get the impression they are not looking at all the previous calls and reference numbers and issues i have been experiencing.
They really don't care if I am happy or not and whether i consider this matter now resolved or not.......................
Thank you for sending this through, unfortunately Hello Peter is blocking your account numbers. Please message us on FB for assistance: https://www.facebook.com/NeotelSA/
We apologise for the inconvenience caused.
Best regards,
Thank you for sending this through, unfortunately Hello Peter is blocking your account numbers. Please message us on FB for assistance: https://www.facebook.com/NeotelSA/
We apologise for the inconvenience caused.
Best regards,
Please see reference number:RE: FCR***
My emails are still being ignored
***
Please see reference number:RE: FCR***
My emails are still being ignored
***
we have followed up and your termination request is open and being attended to as well as your request to terminate without fees. We have asked our team to relook your data usage query
Best regards,
we have followed up and your termination request is open and being attended to as well as your request to terminate without fees. We have asked our team to relook your data usage query
Best regards,
How long will you take to finalise my request and confirm that the contract has been cancelled as per my request on 22 November? The lastest invoice is also a joke. I was cut off when i apparently reached the 15 GB limit and it was not supposed to go over antoher R50 and I have been overcharged one again.
I am so sick and tured of this nonsense. I expect an answer with in 3 working days or I will contact Carte Blanche and tell all of South Africa how useless Neotel is.
How long will you take to finalise my request and confirm that the contract has been cancelled as per my request on 22 November? The lastest invoice is also a joke. I was cut off when i apparently reached the 15 GB limit and it was not supposed to go over antoher R50 and I have been overcharged one again.
I am so sick and tured of this nonsense. I expect an answer with in 3 working days or I will contact Carte Blanche and tell all of South Africa how useless Neotel is.
We can confirm that your request to terminate is being actioned and you will receive confirmation. With regards to your billing query we have asked our team to look into this and provide you with feedback and your reference is: SREQ_***
With regards to our termination process, 20 working days notice is required. You will be contacted within these days to confirm the closure of your account.
Best regards,
We can confirm that your request to terminate is being actioned and you will receive confirmation. With regards to your billing query we have asked our team to look into this and provide you with feedback and your reference is: SREQ_***
With regards to our termination process, 20 working days notice is required. You will be contacted within these days to confirm the closure of your account.
Best regards,
Thank you. Finally a response that helps me. I expect a response by 20 December.
Thank you. Finally a response that helps me. I expect a response by 20 December.
Really! Now you hand me over to a debt collector for R226 that was due on 1 December! Not one person from your company has called me in this regard. I am going to have a field day with this. You try to call me a day after you send me a sms telling me you have handed me over and you call my mother in Durban to get hold of me when you have my contact numbers!!!???
You take months to attend to service issues that are still not resolved and you hand me over to a debt collector for an amount that is not even 30 days old?!
We have had no service at all so far this month and you charge me R378.56 in advance for December?!
I am still waiting for credit notes due and amended invoices.
Carte Blanche has to hear about this!!!!!!!
Really! Now you hand me over to a debt collector for R226 that was due on 1 December! Not one person from your company has called me in this regard. I am going to have a field day with this. You try to call me a day after you send me a sms telling me you have handed me over and you call my mother in Durban to get hold of me when you have my contact numbers!!!???
You take months to attend to service issues that are still not resolved and you hand me over to a debt collector for an amount that is not even 30 days old?!
We have had no service at all so far this month and you charge me R378.56 in advance for December?!
I am still waiting for credit notes due and amended invoices.
Carte Blanche has to hear about this!!!!!!!
Hi Bridget we have included your latest feedback in our teams notes on your reference
Best regards,
Hi Bridget we have included your latest feedback in our teams notes on your reference
Best regards,
Typical vague non committal response. What are you going to do to resolve this?
Typical vague non committal response. What are you going to do to resolve this?
Will Mr Kennedy Memani and Mr Rajesh Bux please deal wtih this issue and resolve it once and for all.
Will Mr Kennedy Memani and Mr Rajesh Bux please deal wtih this issue and resolve it once and for all.
Hi Bridget, we have re-escalated this issue for you and asked that it be dealt with urgently by the relevant parties.
Best regards,
Hi Bridget, we have re-escalated this issue for you and asked that it be dealt with urgently by the relevant parties.
Best regards,