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Allan M

1 reviews | Active since Feb 2015

03 Sept 2024, 07:30

Continue to deduct money after service cancelation.

Refuse to cancel contract. After cancelation they'll continue to deduct money from your bank account. I called them to cancel on 2nd July but they still deducted my money on July monthend. I reversed the debit order and called them to confirm my cancelation on 29 August. On enquiry why my account is still active, they **** to me that the previous customer support agent indicated that I had changed my mind and wanted to continue with the service. On September 2nd they took double the debit order to cover the one I had reversed.

Their customer support agents

0
Replies (7)
Netstar
Netstar's reply03 Sept 2024, 07:34
Official
Good day Allan, 

Thank you for bringing this matter to our attention and we are sorry to hear about your experience.Please give us the opportunity to investigate your enquiry.  One of our consultants will reach out to you.

Kind regards 
Netstar 
Netstar
Netstar's reply03 Sept 2024, 08:15
Official
Good day Allan,

Please note we tried to make contact with you with no avail. Please provide us with a convenient time that we can make contact with you.

Kind regards 
Netstar 



Netstar
Netstar's reply03 Sept 2024, 10:03
Official
Good day Allan,

Please note we tried to make contact with you with no avail. Please provide us with a convenient time that we can make contact with you.

Kind regards 
Netstar 
AM
Allan M's update03 Sept 2024, 16:16
Reviewer Update
Hi Netstar,

Please stop this merry go round.
I send you an email on *** and your reply was give us your phone number. In that email I indicated that I'm out of the country so I can't receive calls.

We have had numerous phone calls which didn't helped my cause when I was still in the country.

There are records which indicates that I have been trying to terminate your services as early as 2 July 2024. What difference would a phone call would change now?

Cancel the service and return my money that's all!


Netstar
Netstar's reply03 Sept 2024, 19:12
Official
Hi Allan, 

We are pleased to inform you that the relevant department has sent an email regarding your query. 

If you require further assistance regarding this matter, please reply to the email.

Regards,
Netstar
AM
Allan M's update03 Sept 2024, 22:05
Reviewer Update
Hi Netstar
I'm not in agreement with the details of the cancellation letter. The letter is now appearing as if I'm trying to cancel the contract today!!
I canceled my services on 2 July 2024. However, your letter of termination is indicating that I requested termination of contract today. Today I just queried why Netstar is still deducting money from my bank account despite cancelling the contract two months ago. Please check your records you will find out that on 02 July 2024 to cancel your services and the reference was CAS-***-N0J6.
On July 05 your Customer Service consultant called me to confirm the cancellation. That should be enough 30 days notice for the month of July. There was no need for Netstar to deduct money for August. You deduct money for August and September yet I had cancelled my contract at the beginning of July.
Indeed Netstar owes me the money deducted from my account for the past two months. Please revise your statement and indicate when you will process my refund.

I hope you will rectify this matter once and for all.
Netstar
Netstar's reply04 Sept 2024, 08:06
Official
Good day Allan 

We have noted your query and are current still looking into it. We will be in contact with you to further assist. 

Regards 
Netstar