1 reviews | Active since Jul 2016
Given a 'minutes'package I never chose and told to use my airtime within a certain period or else lose it
<p>On 30 May '17 I recevied a message from One2One saying the my contract will expire on 29 Jul. Call to renew or cancel and that if they don't hear from me the contract will automatically continue on a month-month basis on TopUp55 @R40pm or TopUp110@R79pm and so one. No where in the sms did it say that the packages will eb minutes. Today I called one2one to find out when will my airtime be loaded and spoke to Shiwe, she said to me the that 50 minutes were loaded. I askedd her to change it back to airtime bcoz I have never used minutes and dont understand them and I dont want to experience problems that I experienced with them in past when I had BIS and data bundles that never worked, I lost 30.2 GB of data.</p> <p>Now that I still have airtime and there are minutes I dont even know how the phone will work when I make calls whether it will take from the minutes or airtime. I also like to keep my airtime for rainy days when I am not working, currently I use my work phone to make calls so that when I'm not working I have airtime saved over the months. Shiwe told me that I should use up both my existing airtime R167 (saved from previous months) and the 50 minutes before she can change my package back to Topup R110. This should be before month end. I told her that even when using the phone at work I dont have a lot of people to call and I dont call anyone often, so who should I call now that I need to use up (waste) airtime. She advised me to call my old frineds to find out how they are doing. What insolence, I am really becoming fed up. I want my package changed immediately as I did not ask for it to be changed to minutes and care should be taken that I do not loose my existing airtime when this is done.</p> <p> </p>
HI Daphney
We apologise for the Inconvenience , we'll make sure this doesn't happen again.
We're looking into this and will make sure a Member of our One2one team get in touch with you directly.
Thank You,
The One2one Team
HI Daphney
We apologise for the Inconvenience , we'll make sure this doesn't happen again.
We're looking into this and will make sure a Member of our One2one team get in touch with you directly.
Thank You,
The One2one Team
The member of One2One staff that I spoke to after this response was not helpful at all. She repeated what Shiwe had already said. However, she insulted my intelligence by further saying if I had called them following the sms on May 30th perhaps I would have been told that the new packages will cahnge from Topup to Minutes. To which I responded by saying that I did not see the need to respond or call because I was okay with the automatically continuation on a month-month basis on TopUp55 @R40pm or TopUp110@R79pm etc, however, it is One2One's responsibility to inform its subscribers of any changes, If after the 30th May sms they knew that the new changes would be effected i would have expected an sms stating exactly that or call.
I told the agent that I am not happy with this service, especially when she reiterated that I have to use up all the R167 airtime and the 50 minutes before she can change my subscription back to Topup R110 and that this I have to do days before my next billing. I then said to her if that's the case then I would like to cancel. Believe it or not she was so quick to cancel even before explaining what the consequences of cancelling at that time of the month would mean for my next billing. By the time she told me that because I cancelled on the 8th, this would mean that for my next billing (SEP) I will have only 2 days to utilise the airtime before I am disconnected. When I asked her when would be the appropriate time for me to cancel she said the cancellation cannot be reversed because she's already done it.
Needless to say I said its okay. I mean what elase can I say under the circumstance at least I will not have to deal with One2One anymore.
The member of One2One staff that I spoke to after this response was not helpful at all. She repeated what Shiwe had already said. However, she insulted my intelligence by further saying if I had called them following the sms on May 30th perhaps I would have been told that the new packages will cahnge from Topup to Minutes. To which I responded by saying that I did not see the need to respond or call because I was okay with the automatically continuation on a month-month basis on TopUp55 @R40pm or TopUp110@R79pm etc, however, it is One2One's responsibility to inform its subscribers of any changes, If after the 30th May sms they knew that the new changes would be effected i would have expected an sms stating exactly that or call.
I told the agent that I am not happy with this service, especially when she reiterated that I have to use up all the R167 airtime and the 50 minutes before she can change my subscription back to Topup R110 and that this I have to do days before my next billing. I then said to her if that's the case then I would like to cancel. Believe it or not she was so quick to cancel even before explaining what the consequences of cancelling at that time of the month would mean for my next billing. By the time she told me that because I cancelled on the 8th, this would mean that for my next billing (SEP) I will have only 2 days to utilise the airtime before I am disconnected. When I asked her when would be the appropriate time for me to cancel she said the cancellation cannot be reversed because she's already done it.
Needless to say I said its okay. I mean what elase can I say under the circumstance at least I will not have to deal with One2One anymore.
Hi Daphney
We're so sorry to hear you had a bad experience with our contact centre.
This definitely isn't what we want to hear, and we'll be sure to address the issue to ensure this doesn't happen again.
A Member of our One2one team will get in touch with you directly.
Thank you,
The One2one Team
Hi Daphney
We're so sorry to hear you had a bad experience with our contact centre.
This definitely isn't what we want to hear, and we'll be sure to address the issue to ensure this doesn't happen again.
A Member of our One2one team will get in touch with you directly.
Thank you,
The One2one Team