AM
Amanda M
1 reviews | Active since Mar 2009
15 Feb 2024, 09:09
Accounts do not bother to contact clients
So few months about 6 months ago I requested that my debt date be moved from the 25th to the 15.
I was expecting a prorata amount for the extra 10 days. Instead I was told i would be charged an extra month.
I have queried it and I have asked accounts to contact me they did not even reply to my ticket and they got the facebook moderator to contact me. Even the account's dept is supposed to call me, i waited for an hour no call. I have since just given up trying to sort it out.
I was told all of a sudden that the reason for the extra month is that im post paid. Which i have screenshots from their app and online portal stating that All accounts are paid a month in advance. Then they say that It's because I'm an old customer and after i pointed it out they changed the wording on my online portal to paid a month after.
I was also told that if I change my debit date back to the 25th then i wont be liable for the month.
What!!!! All they needed to do is what normal businesses do, charge a pro rata for the extra 10 days, not a whole month. As I see it, im being penalized for being along standing customer. I have now received a WhatsApp after 6 months of them not contacting me to try to sort it out after my pleas. Stating that My account is in arrears, but I made payment on the 2 Feb. When I tell them this they say im in arrears because i changed my debt order so i owe a month. No incorrect I should have been charged a prorata for 10 days not a month as it is only 10 days difference between the two payment dates.
They have asked the facebook moderator to contact me, saying they are here to help me. I did and have not responded to that message because it's a vicious circle. I ask for a call no one calls me i wait like a fool and waste my time waiting for a call which never materializes
Unimpressed byt thier customer care
Helpful (0)
Replies (6)0
Replies (6)
Rain's replyOfficial
15 Feb 2024, 09:12Hi Amanda Man,
We're really sorry your rain experience hasn't been as good as you expected.
We're going to get on this ASAP.
Thank you,
rain.
We're really sorry your rain experience hasn't been as good as you expected.
We're going to get on this ASAP.
Thank you,
rain.
Rain's reply15 Feb 2024, 09:12
Official
Hi Amanda Man,
We're really sorry your rain experience hasn't been as good as you expected.
We're going to get on this ASAP.
Thank you,
rain.
We're really sorry your rain experience hasn't been as good as you expected.
We're going to get on this ASAP.
Thank you,
rain.
AM
Amanda M's updateReviewer Update
15 Feb 2024, 10:03Hi, I am getting a request from the WhatsApp to contact Rain. I have rep**** to them and told the person who is Manning the WhatsApp or actually the bot. That I have tried to, and it keeps repeating its self and duplicating the message which leads me to believe it a bot not a person manning the WhatsApp channel.
I have tried to contact accounts/billing i have spoken to rain of course to someone who is not in the correct department to help me because they are the only ones who actually contact me and when they set up a meeting with accounts/ billing no one calls and i am left waiting for an hour or more as they have not contacted me at all since. Only the Facebook moderator.
This is not the correct way to resolve a dispute.
I have tried to contact accounts/billing i have spoken to rain of course to someone who is not in the correct department to help me because they are the only ones who actually contact me and when they set up a meeting with accounts/ billing no one calls and i am left waiting for an hour or more as they have not contacted me at all since. Only the Facebook moderator.
This is not the correct way to resolve a dispute.
AM
Amanda M's update15 Feb 2024, 10:03
Reviewer Update
Hi, I am getting a request from the WhatsApp to contact Rain. I have rep**** to them and told the person who is Manning the WhatsApp or actually the bot. That I have tried to, and it keeps repeating its self and duplicating the message which leads me to believe it a bot not a person manning the WhatsApp channel.
I have tried to contact accounts/billing i have spoken to rain of course to someone who is not in the correct department to help me because they are the only ones who actually contact me and when they set up a meeting with accounts/ billing no one calls and i am left waiting for an hour or more as they have not contacted me at all since. Only the Facebook moderator.
This is not the correct way to resolve a dispute.
I have tried to contact accounts/billing i have spoken to rain of course to someone who is not in the correct department to help me because they are the only ones who actually contact me and when they set up a meeting with accounts/ billing no one calls and i am left waiting for an hour or more as they have not contacted me at all since. Only the Facebook moderator.
This is not the correct way to resolve a dispute.
AM
Amanda M's updateReviewer Update
15 Feb 2024, 10:38I have supp**** them privately
AM
Amanda M's update15 Feb 2024, 10:38
Reviewer Update
I have supp**** them privately
AM
Amanda M's updateReviewer Update
15 Feb 2024, 15:04Please note that I was up-to-date with all my payment until I decided to change the debit date to 10 days ahead. Again, it would be reasonable to be charged 10 days pro rata. Instead, i was charged for a month. How is it that i was up-to-date then all of a sudden when i changed the payment date I'm a month in arrears, mind you the change is only 10 days ahead which normally would mean that i get charged a pro rata of 10 days. Not to mention when i did speak to the consultant about the change she did not mention anything about being charged a full month or that my account was post paid that only came up after i queried why was i charged for a month.
I have screen shots that state the account is paid in advance
I have screen shots that state the account is paid in advance
AM
Amanda M's update15 Feb 2024, 15:04
Reviewer Update
Please note that I was up-to-date with all my payment until I decided to change the debit date to 10 days ahead. Again, it would be reasonable to be charged 10 days pro rata. Instead, i was charged for a month. How is it that i was up-to-date then all of a sudden when i changed the payment date I'm a month in arrears, mind you the change is only 10 days ahead which normally would mean that i get charged a pro rata of 10 days. Not to mention when i did speak to the consultant about the change she did not mention anything about being charged a full month or that my account was post paid that only came up after i queried why was i charged for a month.
I have screen shots that state the account is paid in advance
I have screen shots that state the account is paid in advance
AM
Amanda M's updateReviewer Update
15 Feb 2024, 16:05Please note the following
my debit order was for the 25th of every month, the last month I made payment for the 25th of the month was on the 25th September 2023. I was up-to-date with my payments.
Then I requested that my debt order be moved to the 15th of every month. I was informed it was changed.
So from the 25th of Sept. to 15 October is 10 days difference, which is what i expected to pay a pro rata for. Instead, im told im now all of a sudden in arrears because i changed my debit date.
25th to 25th of the month is one month bill (was paid for on the 25th septtember2023)
25th to 15th is 10 days (waiting for pro rata amount but got charged an extra month instead)
so if i pay the pro rata it will make up for the d10 days that is not paid for and then it will bring payments up to 15th of every month
then the 15th to the 15th is a month
I do not see why I had to be charged an extra month and be told im post paid when i have been up to date up until i changed my debit order date even then charge a pro rata not a whole month.
Please get someone who is able to understand accounts to help me as this is basic business practice
To tell you the truth whether i was post paid or not is not applicable in this case as I was up to date with my payments until i changed my debit order which is only an amount of 10 days not a whole month
my debit order was for the 25th of every month, the last month I made payment for the 25th of the month was on the 25th September 2023. I was up-to-date with my payments.
Then I requested that my debt order be moved to the 15th of every month. I was informed it was changed.
So from the 25th of Sept. to 15 October is 10 days difference, which is what i expected to pay a pro rata for. Instead, im told im now all of a sudden in arrears because i changed my debit date.
25th to 25th of the month is one month bill (was paid for on the 25th septtember2023)
25th to 15th is 10 days (waiting for pro rata amount but got charged an extra month instead)
so if i pay the pro rata it will make up for the d10 days that is not paid for and then it will bring payments up to 15th of every month
then the 15th to the 15th is a month
I do not see why I had to be charged an extra month and be told im post paid when i have been up to date up until i changed my debit order date even then charge a pro rata not a whole month.
Please get someone who is able to understand accounts to help me as this is basic business practice
To tell you the truth whether i was post paid or not is not applicable in this case as I was up to date with my payments until i changed my debit order which is only an amount of 10 days not a whole month
AM
Amanda M's update15 Feb 2024, 16:05
Reviewer Update
Please note the following
my debit order was for the 25th of every month, the last month I made payment for the 25th of the month was on the 25th September 2023. I was up-to-date with my payments.
Then I requested that my debt order be moved to the 15th of every month. I was informed it was changed.
So from the 25th of Sept. to 15 October is 10 days difference, which is what i expected to pay a pro rata for. Instead, im told im now all of a sudden in arrears because i changed my debit date.
25th to 25th of the month is one month bill (was paid for on the 25th septtember2023)
25th to 15th is 10 days (waiting for pro rata amount but got charged an extra month instead)
so if i pay the pro rata it will make up for the d10 days that is not paid for and then it will bring payments up to 15th of every month
then the 15th to the 15th is a month
I do not see why I had to be charged an extra month and be told im post paid when i have been up to date up until i changed my debit order date even then charge a pro rata not a whole month.
Please get someone who is able to understand accounts to help me as this is basic business practice
To tell you the truth whether i was post paid or not is not applicable in this case as I was up to date with my payments until i changed my debit order which is only an amount of 10 days not a whole month
my debit order was for the 25th of every month, the last month I made payment for the 25th of the month was on the 25th September 2023. I was up-to-date with my payments.
Then I requested that my debt order be moved to the 15th of every month. I was informed it was changed.
So from the 25th of Sept. to 15 October is 10 days difference, which is what i expected to pay a pro rata for. Instead, im told im now all of a sudden in arrears because i changed my debit date.
25th to 25th of the month is one month bill (was paid for on the 25th septtember2023)
25th to 15th is 10 days (waiting for pro rata amount but got charged an extra month instead)
so if i pay the pro rata it will make up for the d10 days that is not paid for and then it will bring payments up to 15th of every month
then the 15th to the 15th is a month
I do not see why I had to be charged an extra month and be told im post paid when i have been up to date up until i changed my debit order date even then charge a pro rata not a whole month.
Please get someone who is able to understand accounts to help me as this is basic business practice
To tell you the truth whether i was post paid or not is not applicable in this case as I was up to date with my payments until i changed my debit order which is only an amount of 10 days not a whole month
AM
*********************************************************
Having read that, I assumed the debit order was amended. Thinking that my next payment date would be 15 Nov 2023. That is where the miscommunication and confusion was and hence why payment for month of October was not made and in my mind i have paid up to date because i was under the impression the next debit order is 15th nov which I made payment on.
The email should have been clearer in stating that the payment date has been amended to the 15th month. However you will still need to make payment on the 25th october
As we have sorted out the issue and I am now aware why I am one month in arrears dont by fualt of my own but by a miscommunication and no one ever trying to explain it to me until you did . Thank you for that.
I am not able to pay for R499 at the moment. However I can make payment on or before the 15 March 2024 If they could please wait until then. As if i do not have internet I am not able to work. so it is a catch twenty two.
please advise. on the above.
Thank you again for helping with the situation. If someoen from billing had done what you had done I would not even have written on hello peter .. The issue here is no one took the time to make sure the client knew what was going on.
Awaiting your reply, I do realize they only at work tomorrow
thanking you in advance
Amanda M's updateReviewer Update
18 Feb 2024, 15:14Hi,
Thank you for the call today.
Please note the following, I have figured out what happened.
After I made the payment on the 25th of September. I was sent an email on the 16 October stating the following.
"************************************
Thank you for the call today.
Please note the following, I have figured out what happened.
After I made the payment on the 25th of September. I was sent an email on the 16 October stating the following.
"************************************
Hi Amanda,
Please note that the payment date has been amended to the 15th of the month. However this will take effect on the next invoice to be generated.
Cheers
rain South Africa
Reference Number: ***3
*********************************************************
Having read that, I assumed the debit order was amended. Thinking that my next payment date would be 15 Nov 2023. That is where the miscommunication and confusion was and hence why payment for month of October was not made and in my mind i have paid up to date because i was under the impression the next debit order is 15th nov which I made payment on.
The email should have been clearer in stating that the payment date has been amended to the 15th month. However you will still need to make payment on the 25th october
As we have sorted out the issue and I am now aware why I am one month in arrears dont by fualt of my own but by a miscommunication and no one ever trying to explain it to me until you did . Thank you for that.
I am not able to pay for R499 at the moment. However I can make payment on or before the 15 March 2024 If they could please wait until then. As if i do not have internet I am not able to work. so it is a catch twenty two.
please advise. on the above.
Thank you again for helping with the situation. If someoen from billing had done what you had done I would not even have written on hello peter .. The issue here is no one took the time to make sure the client knew what was going on.
Awaiting your reply, I do realize they only at work tomorrow
thanking you in advance
AM
Amanda M's update18 Feb 2024, 15:14
Reviewer Update
Hi,
Thank you for the call today.
Please note the following, I have figured out what happened.
After I made the payment on the 25th of September. I was sent an email on the 16 October stating the following.
"************************************
Thank you for the call today.
Please note the following, I have figured out what happened.
After I made the payment on the 25th of September. I was sent an email on the 16 October stating the following.
"************************************
Hi Amanda,
Please note that the payment date has been amended to the 15th of the month. However this will take effect on the next invoice to be generated.
Cheers
rain South Africa
Reference Number: ***3
*********************************************************
Having read that, I assumed the debit order was amended. Thinking that my next payment date would be 15 Nov 2023. That is where the miscommunication and confusion was and hence why payment for month of October was not made and in my mind i have paid up to date because i was under the impression the next debit order is 15th nov which I made payment on.
The email should have been clearer in stating that the payment date has been amended to the 15th month. However you will still need to make payment on the 25th october
As we have sorted out the issue and I am now aware why I am one month in arrears dont by fualt of my own but by a miscommunication and no one ever trying to explain it to me until you did . Thank you for that.
I am not able to pay for R499 at the moment. However I can make payment on or before the 15 March 2024 If they could please wait until then. As if i do not have internet I am not able to work. so it is a catch twenty two.
please advise. on the above.
Thank you again for helping with the situation. If someoen from billing had done what you had done I would not even have written on hello peter .. The issue here is no one took the time to make sure the client knew what was going on.
Awaiting your reply, I do realize they only at work tomorrow
thanking you in advance