System glitch causes over charging now I get ignored.

I can't add much to my correspondence with Sweepsouth. Message to SweepSouth. Good afternoon. It seems I may have been overcharged on a few bookings for my 1 bedroom flat. I have a 1 bedroom, 1 bathroom place yet every time I go to make a new once off booking it reverts to 2 bedrooms, even though I've set it back to 1 bedroom the previous time. It seems I've paid the 2 bedroom rate on a few occasions. My first booking after moving into this address was (deleted). If you look at the booking, it is for 1 bedroom, 1 bathroom (as it should be) which I am assuming is how it was initially set up. With the following bookings I was charged for 2 bedrooms: (listed five bookings where I hadn't noticed the increase in amount of bedrooms) Since (named booking), I have corrected the booking each time however when I go to make the next booking it defaults back to 2 bedrooms which comes at a higher price. Could you please look into this? If I don't remember to change back to 1 bedroom, I get overcharged. Please see attached screen recording (recordered screen from log in to booking process where it keeps defaulting to incorrect number of rooms at higher price) SweepSouth's response from Lerato Thank you for contacting SweepSouth,Please confirm if all hours are worked on these bookings? Essentially the cost attribute comes from hours that the booking is closed off with, If the SweepStar has left early as result of doing a one bedroom clean then we may escalate however if there was efficient work for them to do within 5.5 hours regardless of the rooms then it may be that you were not overcharged, SweepSouth uses a dynamic pricing system (rather than a per hour charge pricing model) where the price for each booking is determined in accordance with an algorithm that optimizes for booking rates based on various factors such as length of booking, day of week, frequency and present demand in your area.When scheduling a booking via our site or app you will be provided (upfront) with the estimated cost of your booking before confirming. This estimated cost includes (but is not limited to):A base rate,Rates for estimated length of the booking, day of the week and frequency The current demand for bookings in the area An additional service fee is included for all one-time bookings When you schedule a clean, you agree to be charged the upfront fee estimate when the cleaning ends. Your charge may increase or decrease if your SweepStar takes shorter or longer to complete the work required. My response Good day Lerato Thank you for the response. I have read through it, please see my response below: I have been using SweepSouth Since October 2017 and I am quite acquainted with how the system works I do not stay at home when the cleaners are there and only go home to open up for them when they are done (which is in accordance with the hours I have been quoted) Nobody has proof that the cleaners were busy for the full duration or not, they could simply make sure they are done in the time that was estimated (IE they pace themselves). I do the washing the previous day and always have, I have never complained that I pay for both washing and ironing yet only the ironing gets done. The fact that the washing is already done already frees up a lot of time. If you look at all my bookings you will see that I have always been billed for what the estimate was. Does this mean I've always had the same amount of work to be done? Of course not. After I started correcting the amount of rooms, how was the work still completed on time? Should there not have been an issue that the cleaner has run out of time? I know that your systems (both web and app) have undergone numerous upgrades. The fact that my address now defaults to 2 bedrooms instead of one is a glitch which needs to be dealt with. I use SweepSouth for the convenience of online booking and not having to deal with the department of labour and also for the cleaners good ratings. If I have to consider things like the current demand in the area ETC then I would rather hire someone myself. In conclusion I think the answer is obvious, the cleaners always work the time that has been estimated and had my booking remained at one room the estimated time and cost would've been lower and I would've paid according to that, as always. I do not see why I always need to double check that the amount of rooms is correct following a glitch on your system. Please use your dynamic system to calculate the appropriate credit. (yes the last part was cheeky but not once was the obvious glitch acknowledged by this arrogant lot). My follow up Good day

Could I have please have an update on this query (643073). It has been 11 days since my reply was sent and I have had no response. (Here I inserted a screenshot of my mail tracker which proves the email was last read 7 days prior to the follow up and still no response - the mail tracker tells me how many times a mail was opened and when last it was opened) As you can see, I have a mail tracker which shows the mail was last read a week ago and still no response which is highly unprofessional. I have also looked at my profile and I see it still defaults to 2 bedrooms instead of 1 which is incorrect and could lead to over charging. I have been a loyal customer for over 2 years and think this level of service and lack of communication is disgusting and unacceptable. If I do not have feedback within 48 hours I will stop making use of your services and I will share my experience on every social media platform available to me. Thank you

I've decided to complain after 24 hours because I feel this will just be ignored anyway. After my responding email had an answer for each item listed I suddenly get ignored. Whether a credit is passed or not is irrelevant, not acknowledging a system glitch and then ignoring the customer (I get the feeling it's because I am right) is totally unacceptable and had you escalated this to a manager and responded to me I wouldn't be wasting my time complaining on this site.