1 reviews | Active since May 2017
Beyond disappointed
Wow after so many expensive telephone calls from Europe to ask why you suspended the fibre service, your technical department said the service is SUSPENDED. I am told I must talk to customer care. After so much long waiting (expensive) your customer service said the line is NOT SUSPENDED any more because the money you were supposed to collect from our bank account and which for some reason “bounced” has been repaired/collected. But now the billing department is UNABLE to restore the service because they are "NOT ALLOWED" to contact Technical Department. They need me to call Technical Department personally to tell them to put the service ONLINE from OFFLINE. I asked why can your departments not contact eachother? Why must I be the messenger between your departments?? Why is billing department ‘not allowed” to contact technical department and tell them to put a service online? How pathetic! I write this while I hold for my 40th or so minute from Europe waiting for technical department to respond! I see on Hello Peter your "Supersonic" service in rated 1 star from 1837 reviews! As I speak to technical department right now, the nice lady said the service is “not connected” and I must be transferred to customer service! So lets recap: Tech Dept said i must talk to Customer Service or Billing, who in turn sent me to Tech department and now tech department wants to send me to customer service. I explained to her that I need HER to kindly talk to whoever is needed, and not pass me onto another agent in another department. I explained that departments should be able to talk to each other. Especially if I am abroad and spending so much money to-ing and froing between departments Finally she understood and said she will escalate the issue. The case number is CAS439291. The time is 1947pm on 20th February. The first time this matter was reported was 36 hours ago and the service was promised to be restored this morning, which it wasn't. Malcolm Scerri, Christo Streak
My sincere apology for the unsatisfactory services received. I will be in contact with the relevant departments to get this resolved.
Kindest Regards,
Joshua
My sincere apology for the unsatisfactory services received. I will be in contact with the relevant departments to get this resolved.
Kindest Regards,
Joshua
On early morning of 19 Feb you suspended the services. After over 300 Rand of phone calls to reach customer service and speak to an agent and discover why, you explained to my spouse (account holder), and eventually to me on 21 Feb, that the billing company that collects payments "did not allocate the correct reference number" and therefore the line was suspended, without warning. You promised to restore the service the next day 20 Feb, but you did not.
On 20 February, I tried calling you from abroad, where I am currently situated. I spent over 45 minutes and some 600 rand of phone calls speaking to different agents. Billing department confirmed all is now in order and that the error was rectified. But they are not allowed to restore service from offline to online because that is a technical issue. Technical department said they cannot do anything because I need to speak to Customer Service. This to-ing and fro-ing went on for almost an hour between long wait times.
Today I reached Customer Service and they confirmed that the payment was not allocated correctly and this is why the service was suspended. They also confirmed the service is restored but they are waiting for a particular third party or department to actually press the final button. During the call, perhaps by coincidence, the fibre internet started to work. I was given a case number CAS_439745_F9D4G0 for our account number S011209.
Our complaint is about the following blunders:
1) As per your agent's explanation, your collections company incorrectly allocated our monies, leading to the suspension of the service. This was not the customer's fault.
2) At no point did you attempt to alert us, the customer, that the service can be suspended because you are not showing the any allocated payment. We would have showed you proof of funds in our bank aco**** and transactions and then you would have fixed your internal errors without disrupting the service.
3) Although most agents were polite, at no point was there a sentence saying "We are very sorry" or "We apologize" and certainly there was no attempt to escalate this issue for compensation to the customer.
4) Your billing and technical department kept passing the buck by telling us that WE have to speak to your departments to push them to make the next step and saying that they are "not allowed" to contact the other department themselves in order to make the service online from offline. Only one agent finally understood how pathetic this behaviour is, especially when a customer is calling from overseas, and she agreed to follow up internally rather than have me make more and more calls in an attempt to inform your customer service that the fibre internet needs to be turned online.
In light of the amazing inconvenience explained above, not to mention the several hundred rand of phonecall expenses, any country that puts its customers first would at the very least offer compensation like a month's free service and a heartfelt written apology for everything you caused due to your lack of policies and training as explained in the 4 major blunders explained above.
Looking forward to hearing from you
Thank you
Malcolm Scerri, Christo Streak
Join the slow email movement! Read your mail just twice each day. Recapture your life’s time and relearn to dream.
On early morning of 19 Feb you suspended the services. After over 300 Rand of phone calls to reach customer service and speak to an agent and discover why, you explained to my spouse (account holder), and eventually to me on 21 Feb, that the billing company that collects payments "did not allocate the correct reference number" and therefore the line was suspended, without warning. You promised to restore the service the next day 20 Feb, but you did not.
On 20 February, I tried calling you from abroad, where I am currently situated. I spent over 45 minutes and some 600 rand of phone calls speaking to different agents. Billing department confirmed all is now in order and that the error was rectified. But they are not allowed to restore service from offline to online because that is a technical issue. Technical department said they cannot do anything because I need to speak to Customer Service. This to-ing and fro-ing went on for almost an hour between long wait times.
Today I reached Customer Service and they confirmed that the payment was not allocated correctly and this is why the service was suspended. They also confirmed the service is restored but they are waiting for a particular third party or department to actually press the final button. During the call, perhaps by coincidence, the fibre internet started to work. I was given a case number CAS_439745_F9D4G0 for our account number S011209.
Our complaint is about the following blunders:
1) As per your agent's explanation, your collections company incorrectly allocated our monies, leading to the suspension of the service. This was not the customer's fault.
2) At no point did you attempt to alert us, the customer, that the service can be suspended because you are not showing the any allocated payment. We would have showed you proof of funds in our bank aco**** and transactions and then you would have fixed your internal errors without disrupting the service.
3) Although most agents were polite, at no point was there a sentence saying "We are very sorry" or "We apologize" and certainly there was no attempt to escalate this issue for compensation to the customer.
4) Your billing and technical department kept passing the buck by telling us that WE have to speak to your departments to push them to make the next step and saying that they are "not allowed" to contact the other department themselves in order to make the service online from offline. Only one agent finally understood how pathetic this behaviour is, especially when a customer is calling from overseas, and she agreed to follow up internally rather than have me make more and more calls in an attempt to inform your customer service that the fibre internet needs to be turned online.
In light of the amazing inconvenience explained above, not to mention the several hundred rand of phonecall expenses, any country that puts its customers first would at the very least offer compensation like a month's free service and a heartfelt written apology for everything you caused due to your lack of policies and training as explained in the 4 major blunders explained above.
Looking forward to hearing from you
Thank you
Malcolm Scerri, Christo Streak
Join the slow email movement! Read your mail just twice each day. Recapture your life’s time and relearn to dream.