UNRESOLVED QUERY - REFUND

<p>Dear Sir/Madam,</p> <p> </p> <p>I am writing to you in the hope that my query will be resolved at your earliest.</p> <p> </p> <p>The issue is as follows:</p> <p> </p> <p>1. Request to cancel my contract on 10/08/2016 via e-mail after delivery the rooter to your Cedar Square store, I send proof of deliver through together with my request for cancelation. The reason for cancelling being that my wifi reception was very poor even after a visit from your technicians to test the signal and to try and upgrade my service.</p> <p>2. Response from customer service on the 12/08/2016, advise that the contract can only be cancelled on the 12/9/2016.</p> <p>3. Contract cancelled by Onicca on the 6/09/2016 after many and long conversations with your call centre.</p> <p>4. Neotel still deduced on the 1/09/2016 an amount of R226.01 from my account, Onicca assured me that an account will be done and that i will receive a credit as soon as my cancelation reaches the Finance department.</p> <p>5. 01/10/2016 another deduction from my account of R303.02 with no response from you finance department and no credit, I work part time and do not have a very high income and I am already with a new service provider so my wifi cost for October is now double.</p> <p>6. I called you call centre on the 05/10/2016 and spoke to Lufundo Ref SREQ 291 237 190 she undertook to send the request through to the finance department.</p> <p>7. On the 25/10/2016,I called you call centre again to follow-up on Lufuno’s promise. I spoke to Busi, she informed me that the finance department is waiting for a confirmation from the store in Cedar Square that the decoder was received by them, she was sending the request to the store and that she will follow-up on the query and that I should give them until Friday to resolve my query.</p> <p>8. Today 31/10/2016 which is Monday, I call your call centre again and spoke to Thebogo, he told me the form was now received but that he was unable to tell me when the query will be resolved.</p> <p>I request to speak to a supervisor and he ask me to hold while he put me through to the supervisor. After 45:16 minutes I terminated the call. I assume that he was never planning to transfer me to a supervisor, he was just waiting for me to get tired and terminate the call.</p> <p> </p> <p>I would like to know when the query will be resolved and whether I can expect another deduction from my account tomorrow.</p> <p>You advert on television and on radio makes wonderful promises, yet a simple query cannot be resolved by your service staff.</p> <p> </p> <p>If you are not able to resolve this query within the next 48 hours you leave me no choice but to get it resolved via social media. I have been very patient but it is now becoming an embarrassment.</p> <p> </p> <p>Kind regards</p> <p>Mrs A H Saayman</p> <p>ACCOUNT NUMBER R ********** 74</p> <p> </p>