Shocking service

To whom it may concern,

I am writing to advise you of our dissatisfaction of your services.

Firstly, we called in to ask how to go about to change our bank details for our debit order in mid December, as we changed bank accounts. They advised we needed to do it online and then someone would change it from your side.

As this is said no body ever bothered to do it on your side and now our debit order has bounced back, now also giving us a fine with our bank of R390.00, which i feel we are NOT liable for as we did what was asked from our side in the correct time frame.

How is it our fault for your staff's lack of services. Fair enough it has been the festive season / Holidays, but surely you have SOMEONE to asssit in the accounts department, or do you not forsee clients actually still go on with normal lives?

We called yesterday morning as soon as they debit order bounced back asking for bank details at least so we can transfer over the monies to pay our account, as we ALWAYS pay our accounts on time and don't like to be in arrears (As you will see from our account, we have never missed a payment). The answer we got from your staff was " THERE IS NOBODY IN ACCOUNTS/SALES AT ALL" so they cannot help us.... How is this good business etiquette where your staff cannot even give us bank details to pay our account, or advise around this as no one bothered doing there jobs????

I feel this is very unfair. And the service stinks.

That said, this is not our only problem with Snowball. Ever since we started with snowball the internet line has not been able to deliver. We used to have a 6mg line, but only ever got 2mg out of it so felt it was a complete waste of money and downgraded to a 2 mg thinking we will actually get our monies worth, this does not happen we have about 16 good internet days where you can actually play a game online/ Watch a movie / netflix even without it buffering or lagging the whole time. You could probably check your phone records to see how many times we have to call in and ask "can you please check our line" and we get the same let us have a look and we will call you back (And never get a call back) or it is one of our towers (Which happens often and is scary). The ping is ridiculous.

We don't want to cancel our account as we paid almost R3000 for your dish, and will lose a lot of money should we cancel. We had a lot of faith in you snowball but you keep failing to prove us right.

Please can someone sort our account out ASAP. And get back to us regarding our account. If there is ANY way we can resolve this or get a refund for our dish so we can move on.