Terrible service and follow through!!
<p>I got my Neotel wireless 25GB line around October. It was supposed to be blocked after 25GB. </p> <p>In early Dec i got an invoice thats almost double my bormal premium. After contacting them via email i received no response. </p> <p>I contacted them again for relocations of my device. They want to charge me R1000 for a wireless router, and after the told me there is coverage in the new area. After multiple times of asking them to call me there has been only email contact. And very short as well. No in depht information of what i asked. </p> <p>Last week thursday they relocated the device and after trying all different modems and 10000s of different angles and positions for the wireless router, there was NO signal available at the new place. The technician phoned his Neotel contact (Ghudo or something similar) and he spoke to me after and said my account will be terminated immediately and the cancellation fee of R1000 wpuld not apply as this is not my doing. I asked for a confirmation email and never got one. </p> <p>Today i received an invoice from Neotel for my line rental. I phoned to follow up on the case and the guy mentioned no termination of account was loaded. And that it takes up tp 30 days to be loaded. After i was told it would happen immediately. </p> <p>Now i think that they might charge me another months premiums which they said would not happen and that no more debit orders will go off in my account. Im also scared they will charge me R2000 rand for terminations and relocation, which will be rediculous after they told me no termination fee will apply, and also due to them not relocating anything. In fact, they took the modem and routers and all equipment with them when no signal was found, at the instruction of the Ghudo guy. </p> <p> </p> <p>Neotel does not follow though and the way they treat their clients is rather terrible. No contact and no confirmations. Charges exceptionally high amounts for things that never happens. I would not recommend them at all. </p>
Hi there
I am still awaiting contact from Neotel. I hope this can be sorted out soon!
Hi there
I am still awaiting contact from Neotel. I hope this can be sorted out soon!
Dear Neotel! After weeks of trying to sort out my account with you, you still haven't given me feedback, or confirmation that my account has been terminated with you. I have phoned and emailed and sent Facebook messages from the 2nd of Feb trying to ensure everything is in order and that you don't deduct any more money from my account, yet this morning a premium was debited. All i have been getting back is that my ticket is in line and will be contacted soon. Your service is poor and i would recommend no one to use Neotel. And all of this due a fault on your side after you told me there is coverage at my new place, and yet there weren't. The termination of my contract was due to an issue on your side, and it takes you more than a month to sort this out. After speaking to higher management they said i would only pay pro-rata for 2 days of use, yet i paid the full premium. I would like this sorted out asap please, as ive been waiting far too long for something simple from Neotel. Thank you
Please see below all contact made on FB thus far:
Chat conversation start
14 FEBRUARY 09:03
Hi there
As requested, my contact details are ********** 933
I will be available at 11h00 till 12h30 today. Thank you. (14 Feb)
N: Hi Wernich we apologise for the delayed response on this matter, we have chatted to our team and unfortunately due to you moving to an area out of coverage you will be billed a termination fee. Our team has also submitted a request for immediate termination and will be in contact with details (15 Feb)
Hi there.
I was told over the phone i will not be billed for termination. After confirming and asking Ghudu for a confirmation email.
Please track all calls made to Ghudu. I can give you the number of the technician from who's phone he was called. I will need these calls as they should be recorded. Also i was told there is coverage in the area where i moved to. Thus me getting a tech out to relocate my device. So charging me for termination when the fault is clearly not mine, is unacceptable. (15 Feb)
N: Hi Wernich we are sending this to our team, please give us a moment whilst we get to the bottom of this. (15 Feb)
Thank you.
Please ensure that no debit orders go off in the mean time, as i understand the turnaround time from Neotel could be better. (15 Feb)
N: We sincerely apologise Wernich our team has clarified with our technicians and the termination fee will be waivered. (15 Feb)
Dear Neotel
After we spoke last week, i still did not receive any feedback with regards to what my account or any confirmation, as you said you would send, with regards to my termination of account. Please can you contact me again and confirm that this is done, and that, as we agreed, no payment will be deducted for February due to me not using any services of Neotel, Also, as discussed, the only fee payable by me is the R500 for un-installing the Neotel device at my previous residence. Furthermore, i would recommend you take a careful look at over promising and under delivering, as your service and client care standards are poor. (20 Feb)
N: Hi Wernice we have asked our team to contact you directly and advise on the below. (20 Feb)
Hi there. I still have not received any feedback or contact. Your service is ridiculous. (25 Feb)
N: Hi Wernich your ticket is still assigned, we have followed up again with our team for feedback and will reply shortly (27 Feb)
Dear Neotel! After weeks of trying to sort out my account with you, you still haven't given me feedback, or confirmation that my account has been terminated with you. I have phoned and emailed and sent Facebook messages from the 2nd of Feb trying to ensure everything is in order and that you don't deduct any more money from my account, yet this morning a premium was debited. All i have been getting back is that my ticket is in line and will be contacted soon. Your service is poor and i would recommend no one to use Neotel. And all of this due a fault on your side after you told me there is coverage at my new place, and yet there weren't. The termination of my contract was due to an issue on your side, and it takes you more than a month to sort this out. After speaking to higher management they said i would only pay pro-rata for 2 days of use, yet i paid the full premium. I would like this sorted out asap please, as ive been waiting far too long for something simple from Neotel. Thank you
Please see below all contact made on FB thus far:
Chat conversation start
14 FEBRUARY 09:03
Hi there
As requested, my contact details are ********** 933
I will be available at 11h00 till 12h30 today. Thank you. (14 Feb)
N: Hi Wernich we apologise for the delayed response on this matter, we have chatted to our team and unfortunately due to you moving to an area out of coverage you will be billed a termination fee. Our team has also submitted a request for immediate termination and will be in contact with details (15 Feb)
Hi there.
I was told over the phone i will not be billed for termination. After confirming and asking Ghudu for a confirmation email.
Please track all calls made to Ghudu. I can give you the number of the technician from who's phone he was called. I will need these calls as they should be recorded. Also i was told there is coverage in the area where i moved to. Thus me getting a tech out to relocate my device. So charging me for termination when the fault is clearly not mine, is unacceptable. (15 Feb)
N: Hi Wernich we are sending this to our team, please give us a moment whilst we get to the bottom of this. (15 Feb)
Thank you.
Please ensure that no debit orders go off in the mean time, as i understand the turnaround time from Neotel could be better. (15 Feb)
N: We sincerely apologise Wernich our team has clarified with our technicians and the termination fee will be waivered. (15 Feb)
Dear Neotel
After we spoke last week, i still did not receive any feedback with regards to what my account or any confirmation, as you said you would send, with regards to my termination of account. Please can you contact me again and confirm that this is done, and that, as we agreed, no payment will be deducted for February due to me not using any services of Neotel, Also, as discussed, the only fee payable by me is the R500 for un-installing the Neotel device at my previous residence. Furthermore, i would recommend you take a careful look at over promising and under delivering, as your service and client care standards are poor. (20 Feb)
N: Hi Wernice we have asked our team to contact you directly and advise on the below. (20 Feb)
Hi there. I still have not received any feedback or contact. Your service is ridiculous. (25 Feb)
N: Hi Wernich your ticket is still assigned, we have followed up again with our team for feedback and will reply shortly (27 Feb)