1 reviews | Active since Aug 2012
Ignoring my request to terminate contract
I am leaving the country for a while and I want to terminate my contract. I first sent an email through the \contact us"page on their website requesting termination of my contract. I received no response. I dialled the call centre multiple times just to be held on the line for 15 minutes and then dialled through to a mailbox which is full. I have sent a mail to [Email Removed] and also tried mailing Vaughaun who has responded to all complaints here to his email address [Email Removed] listed in all the responses. It bounces back saying the address doesn't exist. This is obviously absolutely unacceptable and at this point I am left with no option but to firstly message Vaughaun on Facebook after having found him there and faxing through a letter from my lawyer to their fax number. Also"
Hi Gerhardus
Let me start by thanking you for this valuable feedback as it certainly allows us to rectify the shortfalls.
Secondly I sincerely apologise for the frustration you have experienced.
The reason my email was unavailable is because it has changed (see below) our IT department unfortunately switched off the old one instead of diverting it.
As for the phone lines, we are currently under going a massive overhaul to improve this service to all members and are unfortunately experiencing some teething problems.
I have not been on FaceBook but will be sure to look out for your post. I am also not entirely sure why the legal proceedings as we received the notification this morning regarding your cancellation request. This process normally takes around 5 working days as the notification also requires a 30 day notice period.
I hope this clears up the matter and I will get a retentions agent to contact you immediately.
Sincere apologies once again.
Kind regards
Vaughan Heidmann
***
Sales & Service Manager
Hi Gerhardus
Let me start by thanking you for this valuable feedback as it certainly allows us to rectify the shortfalls.
Secondly I sincerely apologise for the frustration you have experienced.
The reason my email was unavailable is because it has changed (see below) our IT department unfortunately switched off the old one instead of diverting it.
As for the phone lines, we are currently under going a massive overhaul to improve this service to all members and are unfortunately experiencing some teething problems.
I have not been on FaceBook but will be sure to look out for your post. I am also not entirely sure why the legal proceedings as we received the notification this morning regarding your cancellation request. This process normally takes around 5 working days as the notification also requires a 30 day notice period.
I hope this clears up the matter and I will get a retentions agent to contact you immediately.
Sincere apologies once again.
Kind regards
Vaughan Heidmann
***
Sales & Service Manager