Super harassing, PATHETIC service

Netstar erroneously debited my premium for 1 month to the wrong bank account (100% their error). In addition they totally LOST 5 years of my history with them. So I cancelled my contract with immediate effect. THEN all hell broke loose!... AFTER all the correspondence listed below, they then started to send me letters from debt collectors threatening to sue me if I do not pay the amounts NOT DUE BY ME AT ALL!!!

STAY AWAY FROM THEM, and if you have a Netstar unit/contract, cancell it, as you may find yourself at massive high ris****

Correspondence (only initial, not even all the correspondence!!) :

Dear Sir/Madam I herby confirm my telephonic conversations of this morning with Netstar staff, in cancelling my 5 years + Netstar account/service, backdated with effect from 1 February 2018.

The reasons being the following: (I apologise up-front for misspelling employees’ names, as I can only work on “phonetical spelling”). I also inform you that I have all these conversations (except for the one on Friday, when my call recording failed) on record and can verify all I say by means of these recordings.

I received a phonecall out of the blue from a person, which I realised only later, was from a collections company called “Hybrid” telling me that my Netstar account is overdue. After a discussion, they could not assist me further and gave me another number to call, which I later realised was a Netstar employee in the Finance Department (I was told today this person was “Assandra” (I could not recall a name)).

He told me that my account was overdue to the tune of around R246 (rounded off) due to “the debitorder not being authorised to be paid” I asked him how on earth this was possible, as I have the same bank account for the last 35 years and I have never changed my bank details with Netstar and that I have been with Netstar over 5 years!!?? He then checked and said that the bank account which had been debited was a Capitec account. I asked him how this was even possible and he rep**** that he could not check, as ALL my history had been missing, he could not go back!!

Your website claims that you have to keep data for 5 years.

He then wanted me to give him by bank details over the phone, which I refused for security reasons and because I told him I felt that this is not on, as the error was made by Netstar, not by me. I was in a shop away from home at the time, so I told him I will sort this out on Monday (today).

I then checked my bank account and my last payment went through my bank account on 27 Feb 2018, for R115 (rounded off). I have never received any correspondence that my payment has gone up from R115 to R123, so I do not even know where this amount of R246 comes from. I investigated and saw on the client portal, that my billing was suddenly R123 from March 2018. My next payment was only due on 27 April 2018 in any case, so I cannot be due R246 in any case, as onkly 1 payment did not go through (27 March 2018).

I spent a total of 38 minutes on the phone with various employees of Netstar (at my own cost!) this morning, to try and get to the bottom of this.

I first spoke to Shaun, and spent 10 minutes and 30 seconds (see file attached). I waited about 4 minutes for him to get back to me (while I was holding on) while he conferred with the finance department. The call was cut off and I phoned back twice a few minutes later (I thought he might call me back first – did not happen), but the calls were not answered (i listened to promotional voices the whole time).

I eventually got through 19 minutes after my fist call started. I spoke to “Roefunoh” and asked her to get Shaun to call me back. I stressed that whenever I leave messages like this, people normally do not call back, so she needs to ask him to do this urgently, as I sat waiting for him.

An hour later, at 11:50, he still has not phoned me back, so I called again, talking to Lovedale, who later put me through to “Aboeng” Between the two, they informed me that the system had been updated with my Standard bank details once again, on 13 April 2018. They told me it was a “system error” that my payment have been debited to the wrong account. They agreed that I had no coverage for the time that my account was not paid.

There were some other discussions as well, but the crux of all was that I informed them that I cancell my account and that I will not pay the funds backdated, as I will not pay for service I was not privvy to and that the error was 100% Netstar’s fault/error.

I also told them that I was humiliated by the fact that a collections company contacted me to tell me that my account was unpaid. I felt like a *****. I am the Financial Director of my copmany and take something like this very personal. Netstar never contacted me directly to tell me the debit order did not go through. My first interaction about this issue was via the collection company. I saw on terurn home, that I also received a mail from the collection copmany, informing me that my account was “still” unpaid. (This was the first written correspeondence I received, and the phone call on Friday was the first verbal communication I had regarding this issue!!!

Up to now, only the last caller I spoke to apologised properly for the error and no one informed me of how it happened that my history disappeared or how it came about that my details were changed to Capitec bank and again back to Standard bank, BOTH times without my approval. I was also not contacted and informed by Assandra that he picked the error up and fixed it, after our conversation on Friday! It just magically happened and then the other support staff/financial staff saw that the system showed Standard bank once again!? (At least your system showed that it had been amended on Friday 13 April 2018. I do not know f it shows WHO amended it, but I can only assume it had to be “Assandra”.

I already have one vehicle with a cartrack system fitted, so I informed your personnel that I have had no such issues with cartrack, so I will contact them to come and fit their system in the vehicle.

I trust that you will “write off” the R246 (it is not due and owing by me, due to non-service delivery and the fact that soem of this amount is not even due and payable yet), for the reasons given by me above.