KD
Kamalkumar D
1 reviews | Active since Jun 2020
28 Jun 2020, 12:47
POOR POOR CUSTOMER SERVICE
Very very poor service indeed.
I will not be using Prepaid24 again. I have been a loyal customer for over 2 years and am completely disappointed and dissatisfied at their service.
I purchased electricity last night at about 6:20pm as I was extremely low on my remaining KWh.
I only received my electricity voucher this morning at around 7am !!!
That is unacceptable as I had to than top up by buying more prepaid electricity from a different vendor.
This problem was encountered last month as well.
Every time there is a different excuse or reason being given.
Last month I was told not to make the same purchase amount for prepaid electricity in a 5 day cycle. I accepted their explanation and changed the amount purchased last night. Now their reason is that theOr computer servers were hacked and their entire database or most of their database was hacked as well. I was further told that they tried to send communications to their customers about this yet I received absolutely no communication at all from Prepaid24. I also was told I should have checked their Facebook site but I am not an active Facebook user and does this mean that every time you want to purchase something from Prepaid24 you must now log onto Facebook to check that Prepaid24 have no issues at that point in time. I think that is quite ridiculous.
I also would have appreciated for Prepaid24 to have contacted me letting me know that their computer services and databases were hacked and that none of my information was accessed by the hackers. I only found this out when I contacted them. Surely it must be the other way around.
Initially the consultant who called me said he will arrange a prepaid electricity voucher as a token of their apology and for the inconvenience that I had to suffer.
I however was called back by the same consultant saying that management has decided against issuing me with the voucher and all that they can offer me is an apology.
Complete unacceptable to me.
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Replies (2)
Prepaid24's replyOfficial
28 Jun 2020, 13:47Good day Kamal
Prepaid24 experienced system issues and some data was compromised on Saturday, 27 June 2020, at 12:07.
For the protection of our platform and our clients, we took the decision to take down our whole system until the early hours of Sunday morning, 28 June 2020.
The system was taken live again early this morning and we are thankful to announce that all pending transactions were processed successfully.
For your delayed transactions yesterday, we offer our sincerest and humble apologies.
Our IT team, Management and Prepaid24’s Risk team worked throughout the night to determine the motive, scope and source of this incident. To our knowledge, the 3rd party gained only some of our clients’ email information.
Prepaid24 does not hold any client credit card details or banking information, meaning that none of those details could have been compromised in any way. We want to assure you that no 3rd party can ever gain access to Prepad24 funds due to the setup of our systems and the way our platform functions.
As a company, we will proceed very cautiously during the next couple of days. Each Prepaid24 client can be assured of our continued commitment to the addressing of this issue, further understanding the nature of the incident, and avoiding the occurrence of such an event in the future.
It is our hope that you, our valued client, know that we have always strived to communicate with you with complete transparency and integrity. This has been our mission for the past 10 years and has not changed.
We may need to take the system down again between 00:00 and 04:00 during the next few days to install additional safety measures. But you can be absolutely assured that all transactions made during that time will be processed the moment we restore our service.
We hope to gain a clearer understanding of the matter in the upcoming days, with various tests and reports already underway. Once we have completed these, we will report back to clients with a comprehensive report of our findings.
If you have any questions whatsoever, you are more than welcome to contact our Online Support. Our consultants remained online during the course of this event and we want to thank them for the way they dealt with each of our clients. We will try to answer your queries as best we can. We have used Facebook as an effective channel over the course of the last 24 hours and want to invite you to follow developments via this channel.
Like so many clients throughout the past 10 years, you are welcome to transact through Prepaid24 with complete peace of mind. We have processed all incomplete transactions and are processing successfully as we speak. Each client transaction has been successfully completed and/or accounted for and there were NO financial losses of any nature.
With the national electricity price increase due to take place on Wednesday, we expect high transaction volumes during the next few days. If you experience a short delay, we humbly ask for your patience. You will receive your tokens.
As a company, we are doing and will continue to do all in our power to mitigate the occurrence of an event like this in the future. We are not happy about what has happened and will be taking serious steps to set more vigorous measures in place to protect our clients and our platform.
There is nothing we value more than exceeding your expectations. Please know that this drove us to make the decisions we took yesterday and is also the driving force behind our response at this very moment.
Thank you for your patience and understanding.
May you be blessed and have a wonderful week ahead.
Regards
Prepaid24 Management
Prepaid24 experienced system issues and some data was compromised on Saturday, 27 June 2020, at 12:07.
For the protection of our platform and our clients, we took the decision to take down our whole system until the early hours of Sunday morning, 28 June 2020.
The system was taken live again early this morning and we are thankful to announce that all pending transactions were processed successfully.
For your delayed transactions yesterday, we offer our sincerest and humble apologies.
Our IT team, Management and Prepaid24’s Risk team worked throughout the night to determine the motive, scope and source of this incident. To our knowledge, the 3rd party gained only some of our clients’ email information.
Prepaid24 does not hold any client credit card details or banking information, meaning that none of those details could have been compromised in any way. We want to assure you that no 3rd party can ever gain access to Prepad24 funds due to the setup of our systems and the way our platform functions.
As a company, we will proceed very cautiously during the next couple of days. Each Prepaid24 client can be assured of our continued commitment to the addressing of this issue, further understanding the nature of the incident, and avoiding the occurrence of such an event in the future.
It is our hope that you, our valued client, know that we have always strived to communicate with you with complete transparency and integrity. This has been our mission for the past 10 years and has not changed.
We may need to take the system down again between 00:00 and 04:00 during the next few days to install additional safety measures. But you can be absolutely assured that all transactions made during that time will be processed the moment we restore our service.
We hope to gain a clearer understanding of the matter in the upcoming days, with various tests and reports already underway. Once we have completed these, we will report back to clients with a comprehensive report of our findings.
If you have any questions whatsoever, you are more than welcome to contact our Online Support. Our consultants remained online during the course of this event and we want to thank them for the way they dealt with each of our clients. We will try to answer your queries as best we can. We have used Facebook as an effective channel over the course of the last 24 hours and want to invite you to follow developments via this channel.
Like so many clients throughout the past 10 years, you are welcome to transact through Prepaid24 with complete peace of mind. We have processed all incomplete transactions and are processing successfully as we speak. Each client transaction has been successfully completed and/or accounted for and there were NO financial losses of any nature.
With the national electricity price increase due to take place on Wednesday, we expect high transaction volumes during the next few days. If you experience a short delay, we humbly ask for your patience. You will receive your tokens.
As a company, we are doing and will continue to do all in our power to mitigate the occurrence of an event like this in the future. We are not happy about what has happened and will be taking serious steps to set more vigorous measures in place to protect our clients and our platform.
There is nothing we value more than exceeding your expectations. Please know that this drove us to make the decisions we took yesterday and is also the driving force behind our response at this very moment.
Thank you for your patience and understanding.
May you be blessed and have a wonderful week ahead.
Regards
Prepaid24 Management
Prepaid24's reply28 Jun 2020, 13:47
Official
Good day Kamal
Prepaid24 experienced system issues and some data was compromised on Saturday, 27 June 2020, at 12:07.
For the protection of our platform and our clients, we took the decision to take down our whole system until the early hours of Sunday morning, 28 June 2020.
The system was taken live again early this morning and we are thankful to announce that all pending transactions were processed successfully.
For your delayed transactions yesterday, we offer our sincerest and humble apologies.
Our IT team, Management and Prepaid24’s Risk team worked throughout the night to determine the motive, scope and source of this incident. To our knowledge, the 3rd party gained only some of our clients’ email information.
Prepaid24 does not hold any client credit card details or banking information, meaning that none of those details could have been compromised in any way. We want to assure you that no 3rd party can ever gain access to Prepad24 funds due to the setup of our systems and the way our platform functions.
As a company, we will proceed very cautiously during the next couple of days. Each Prepaid24 client can be assured of our continued commitment to the addressing of this issue, further understanding the nature of the incident, and avoiding the occurrence of such an event in the future.
It is our hope that you, our valued client, know that we have always strived to communicate with you with complete transparency and integrity. This has been our mission for the past 10 years and has not changed.
We may need to take the system down again between 00:00 and 04:00 during the next few days to install additional safety measures. But you can be absolutely assured that all transactions made during that time will be processed the moment we restore our service.
We hope to gain a clearer understanding of the matter in the upcoming days, with various tests and reports already underway. Once we have completed these, we will report back to clients with a comprehensive report of our findings.
If you have any questions whatsoever, you are more than welcome to contact our Online Support. Our consultants remained online during the course of this event and we want to thank them for the way they dealt with each of our clients. We will try to answer your queries as best we can. We have used Facebook as an effective channel over the course of the last 24 hours and want to invite you to follow developments via this channel.
Like so many clients throughout the past 10 years, you are welcome to transact through Prepaid24 with complete peace of mind. We have processed all incomplete transactions and are processing successfully as we speak. Each client transaction has been successfully completed and/or accounted for and there were NO financial losses of any nature.
With the national electricity price increase due to take place on Wednesday, we expect high transaction volumes during the next few days. If you experience a short delay, we humbly ask for your patience. You will receive your tokens.
As a company, we are doing and will continue to do all in our power to mitigate the occurrence of an event like this in the future. We are not happy about what has happened and will be taking serious steps to set more vigorous measures in place to protect our clients and our platform.
There is nothing we value more than exceeding your expectations. Please know that this drove us to make the decisions we took yesterday and is also the driving force behind our response at this very moment.
Thank you for your patience and understanding.
May you be blessed and have a wonderful week ahead.
Regards
Prepaid24 Management
Prepaid24 experienced system issues and some data was compromised on Saturday, 27 June 2020, at 12:07.
For the protection of our platform and our clients, we took the decision to take down our whole system until the early hours of Sunday morning, 28 June 2020.
The system was taken live again early this morning and we are thankful to announce that all pending transactions were processed successfully.
For your delayed transactions yesterday, we offer our sincerest and humble apologies.
Our IT team, Management and Prepaid24’s Risk team worked throughout the night to determine the motive, scope and source of this incident. To our knowledge, the 3rd party gained only some of our clients’ email information.
Prepaid24 does not hold any client credit card details or banking information, meaning that none of those details could have been compromised in any way. We want to assure you that no 3rd party can ever gain access to Prepad24 funds due to the setup of our systems and the way our platform functions.
As a company, we will proceed very cautiously during the next couple of days. Each Prepaid24 client can be assured of our continued commitment to the addressing of this issue, further understanding the nature of the incident, and avoiding the occurrence of such an event in the future.
It is our hope that you, our valued client, know that we have always strived to communicate with you with complete transparency and integrity. This has been our mission for the past 10 years and has not changed.
We may need to take the system down again between 00:00 and 04:00 during the next few days to install additional safety measures. But you can be absolutely assured that all transactions made during that time will be processed the moment we restore our service.
We hope to gain a clearer understanding of the matter in the upcoming days, with various tests and reports already underway. Once we have completed these, we will report back to clients with a comprehensive report of our findings.
If you have any questions whatsoever, you are more than welcome to contact our Online Support. Our consultants remained online during the course of this event and we want to thank them for the way they dealt with each of our clients. We will try to answer your queries as best we can. We have used Facebook as an effective channel over the course of the last 24 hours and want to invite you to follow developments via this channel.
Like so many clients throughout the past 10 years, you are welcome to transact through Prepaid24 with complete peace of mind. We have processed all incomplete transactions and are processing successfully as we speak. Each client transaction has been successfully completed and/or accounted for and there were NO financial losses of any nature.
With the national electricity price increase due to take place on Wednesday, we expect high transaction volumes during the next few days. If you experience a short delay, we humbly ask for your patience. You will receive your tokens.
As a company, we are doing and will continue to do all in our power to mitigate the occurrence of an event like this in the future. We are not happy about what has happened and will be taking serious steps to set more vigorous measures in place to protect our clients and our platform.
There is nothing we value more than exceeding your expectations. Please know that this drove us to make the decisions we took yesterday and is also the driving force behind our response at this very moment.
Thank you for your patience and understanding.
May you be blessed and have a wonderful week ahead.
Regards
Prepaid24 Management
KD
Kamalkumar D's updateReviewer Update
28 Jun 2020, 14:25A generic response. Yes, I suffered personal loss as I had to purchase additional prepaid
Electricity from another vendor and no attempt at any communication whatsoever was made on your behalf until I reached out to your company.
I WILL NEVER BE USING PREPAID24 AGAIN.
Electricity from another vendor and no attempt at any communication whatsoever was made on your behalf until I reached out to your company.
I WILL NEVER BE USING PREPAID24 AGAIN.
KD
Kamalkumar D's update28 Jun 2020, 14:25
Reviewer Update
A generic response. Yes, I suffered personal loss as I had to purchase additional prepaid
Electricity from another vendor and no attempt at any communication whatsoever was made on your behalf until I reached out to your company.
I WILL NEVER BE USING PREPAID24 AGAIN.
Electricity from another vendor and no attempt at any communication whatsoever was made on your behalf until I reached out to your company.
I WILL NEVER BE USING PREPAID24 AGAIN.