ZM
Zukisani M
1 reviews | Active since Jan 2025
27 Jan 2025, 12:25
WOULD NOT RECOMMEND, THEY DO NOT CARE ABOUT EXISTING CLIENTS.
In October, I canceled my 4G SIM online after my mobile router was ******. During the process, I was given the option to do a SIM swap instead of canceling, and my reason for the swap was listed as one of the available choices. However, after experiencing multiple issues with delivery and growing frustration, I decided to upgrade to a 5G SIM and router.
I only picked up the new router in December, and to my surprise, my 4G SIM was still active—and I was billed for it in my December invoice. Despite numerous attempts to resolve this through their chatbot and Client Service team, I’ve had no success. Calls often go unanswered, and on the rare occasion an agent picks up, they sometimes mute their mic, making communication impossible.
I am extremely disappointed. It feels like there is no proper link between their billing system and the logs for cancellations or SIM swaps. Their process lacks proper oversight, leading to poor customer service and frustration.
Helpful (0)
Replies (4)0
Replies (4)
Rain's replyOfficial
27 Jan 2025, 12:54Hi Zukisani M,
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 reply27 Jan 2025, 12:54
Official
Hi Zukisani M,
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.
ZM
Zukisani M's updateReviewer Update
27 Jan 2025, 14:13No am the one was answering my phone the lady only took my id no and my email after that she didn't talk my number is ***
ZM
Zukisani M's update27 Jan 2025, 14:13
Reviewer Update
No am the one was answering my phone the lady only took my id no and my email after that she didn't talk my number is ***
ZM
Zukisani M's updateReviewer Update
28 Jan 2025, 08:58Hi,
Please note that on my initial complaint I have highlighted that a SIM swap request for my 4G 24/7 plan was submitted in October due to the loss of the SIM card. As per my request, the original SIM card should have been deactivated upon submission. However, despite this, the SIM remained active, leading to continued charges.
Between the month of November and December, and because of past issues with delivery and the frustration of not having internet access while still being billed, I requested an upgrade to a 5G SIM. Yet again, your failure to properly process my request resulted in the 4G SIM remaining active. This is unacceptable, as my request to switch from 4G to 5G should have ensured the deactivation of the previous SIM.
I have since taken action to cancel the 4G SIM once again, as it continued to show as active despite multiple prior requests. It is deeply concerning how your retention team has handled this matter. My requests should be clearly documented in your system; if they are not, this indicates a failure in your internal processes.
Given that this issue originated in October and was not resolved by your team, I am requesting:
Please address this matter urgently and confirm the resolution. I expect a prompt response outlining how you will rectify this issue.
Please note that on my initial complaint I have highlighted that a SIM swap request for my 4G 24/7 plan was submitted in October due to the loss of the SIM card. As per my request, the original SIM card should have been deactivated upon submission. However, despite this, the SIM remained active, leading to continued charges.
Between the month of November and December, and because of past issues with delivery and the frustration of not having internet access while still being billed, I requested an upgrade to a 5G SIM. Yet again, your failure to properly process my request resulted in the 4G SIM remaining active. This is unacceptable, as my request to switch from 4G to 5G should have ensured the deactivation of the previous SIM.
I have since taken action to cancel the 4G SIM once again, as it continued to show as active despite multiple prior requests. It is deeply concerning how your retention team has handled this matter. My requests should be clearly documented in your system; if they are not, this indicates a failure in your internal processes.
Given that this issue originated in October and was not resolved by your team, I am requesting:
- A full refund for the December invoice related to the 4G SIM.
- A waiver of the January charges for the 4G SIM.
Please address this matter urgently and confirm the resolution. I expect a prompt response outlining how you will rectify this issue.
ZM
Zukisani M's update28 Jan 2025, 08:58
Reviewer Update
Hi,
Please note that on my initial complaint I have highlighted that a SIM swap request for my 4G 24/7 plan was submitted in October due to the loss of the SIM card. As per my request, the original SIM card should have been deactivated upon submission. However, despite this, the SIM remained active, leading to continued charges.
Between the month of November and December, and because of past issues with delivery and the frustration of not having internet access while still being billed, I requested an upgrade to a 5G SIM. Yet again, your failure to properly process my request resulted in the 4G SIM remaining active. This is unacceptable, as my request to switch from 4G to 5G should have ensured the deactivation of the previous SIM.
I have since taken action to cancel the 4G SIM once again, as it continued to show as active despite multiple prior requests. It is deeply concerning how your retention team has handled this matter. My requests should be clearly documented in your system; if they are not, this indicates a failure in your internal processes.
Given that this issue originated in October and was not resolved by your team, I am requesting:
Please address this matter urgently and confirm the resolution. I expect a prompt response outlining how you will rectify this issue.
Please note that on my initial complaint I have highlighted that a SIM swap request for my 4G 24/7 plan was submitted in October due to the loss of the SIM card. As per my request, the original SIM card should have been deactivated upon submission. However, despite this, the SIM remained active, leading to continued charges.
Between the month of November and December, and because of past issues with delivery and the frustration of not having internet access while still being billed, I requested an upgrade to a 5G SIM. Yet again, your failure to properly process my request resulted in the 4G SIM remaining active. This is unacceptable, as my request to switch from 4G to 5G should have ensured the deactivation of the previous SIM.
I have since taken action to cancel the 4G SIM once again, as it continued to show as active despite multiple prior requests. It is deeply concerning how your retention team has handled this matter. My requests should be clearly documented in your system; if they are not, this indicates a failure in your internal processes.
Given that this issue originated in October and was not resolved by your team, I am requesting:
- A full refund for the December invoice related to the 4G SIM.
- A waiver of the January charges for the 4G SIM.
Please address this matter urgently and confirm the resolution. I expect a prompt response outlining how you will rectify this issue.
ZM
Zukisani M's updateReviewer Update
03 Feb 2025, 10:57Hi,
The agent that called me gave no clear direction as to why I got billed for the 4G sim in December. I realized yesterday that I am still getting charged for the 4G sim.
Again, the 4G sim was cancelled in October and opted for a sim-swap. The reason for the sim-swap was the loss of the sim. After failure to deliver the new sim, I opted for an upgrade to 5G and received in December.
I fail to understand why the original 4G SIM was not canceled after I submitted the swap request. This situation was beyond my control, and I trusted that the request would be actioned promptly.
I am now liable for a sim card that I have not been using whereas reported to you that the simcard was lost.
I kindly request a refund for the December and January charges related to the 4G SIM. Please treat this as urgent, and let me know how you plan to resolve it as soon as possible otherwise you will lose me as customer because it seems you do not care about existing customers.
The agent that called me gave no clear direction as to why I got billed for the 4G sim in December. I realized yesterday that I am still getting charged for the 4G sim.
Again, the 4G sim was cancelled in October and opted for a sim-swap. The reason for the sim-swap was the loss of the sim. After failure to deliver the new sim, I opted for an upgrade to 5G and received in December.
I fail to understand why the original 4G SIM was not canceled after I submitted the swap request. This situation was beyond my control, and I trusted that the request would be actioned promptly.
I am now liable for a sim card that I have not been using whereas reported to you that the simcard was lost.
I kindly request a refund for the December and January charges related to the 4G SIM. Please treat this as urgent, and let me know how you plan to resolve it as soon as possible otherwise you will lose me as customer because it seems you do not care about existing customers.
ZM
Zukisani M's update03 Feb 2025, 10:57
Reviewer Update
Hi,
The agent that called me gave no clear direction as to why I got billed for the 4G sim in December. I realized yesterday that I am still getting charged for the 4G sim.
Again, the 4G sim was cancelled in October and opted for a sim-swap. The reason for the sim-swap was the loss of the sim. After failure to deliver the new sim, I opted for an upgrade to 5G and received in December.
I fail to understand why the original 4G SIM was not canceled after I submitted the swap request. This situation was beyond my control, and I trusted that the request would be actioned promptly.
I am now liable for a sim card that I have not been using whereas reported to you that the simcard was lost.
I kindly request a refund for the December and January charges related to the 4G SIM. Please treat this as urgent, and let me know how you plan to resolve it as soon as possible otherwise you will lose me as customer because it seems you do not care about existing customers.
The agent that called me gave no clear direction as to why I got billed for the 4G sim in December. I realized yesterday that I am still getting charged for the 4G sim.
Again, the 4G sim was cancelled in October and opted for a sim-swap. The reason for the sim-swap was the loss of the sim. After failure to deliver the new sim, I opted for an upgrade to 5G and received in December.
I fail to understand why the original 4G SIM was not canceled after I submitted the swap request. This situation was beyond my control, and I trusted that the request would be actioned promptly.
I am now liable for a sim card that I have not been using whereas reported to you that the simcard was lost.
I kindly request a refund for the December and January charges related to the 4G SIM. Please treat this as urgent, and let me know how you plan to resolve it as soon as possible otherwise you will lose me as customer because it seems you do not care about existing customers.