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Kate Lauren Bainbridge gmkendall

1 reviews | Active since Aug 2022

01 Aug 2022, 14:11

TT connect charging for extra meters of cable that were not used

I have been charged by TT connect for extra meters of cabling that were not used. I have been disputing this transaction for over a week now with no response from TT connect. Now my VOX service has been suspended because I rejected the TT connect invoice. Poor customer complaint resolution by TT Connect.

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Replies (12)
TT Connect (Pty) Ltd
TT Connect (Pty) Ltd's reply01 Aug 2022, 14:38
Official
Good day Kate

I am truly sorry to hear this and apologize for any inconvenience caused.

Can you kindly provide me with the main account holder's details or address to further investigate as I am not finding you on our system?

Regards

TT Connect
TT Connect (Pty) Ltd
TT Connect (Pty) Ltd's reply02 Aug 2022, 06:56
Official
Thank you kindly. 

I have escalated to the relevant Manager and will provide feedback accordingly. 

Regards 

TT Connect 
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Kate Lauren Bainbridge gmkendall's update04 Aug 2022, 11:05
Reviewer Update
So no further reply or comment from TT Connect?? Two days since is was escalated and no feedback is available yet?? The poor customer complaint resolution continues.
TT Connect (Pty) Ltd
TT Connect (Pty) Ltd's reply04 Aug 2022, 11:35
Official
Good morning. 

This matter was escalated to the relevant manager, who has taken further steps. He has also communicated with your ISP. 

I will request him to contact you. 


Regards 

TT Connect 
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Kate Lauren Bainbridge gmkendall's update05 Aug 2022, 06:37
Reviewer Update
A day later and still no contact from TT Connect or the relevant manager. Nothing has been communicated to my ISP yet.
TT Connect (Pty) Ltd
TT Connect (Pty) Ltd's reply05 Aug 2022, 07:48
Official
Good morning Lauren. 

Your response has been escalated to the relevant manager. 

Thank you 

TT Connect 
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Kate Lauren Bainbridge gmkendall's update09 Aug 2022, 06:04
Reviewer Update
So the relevant manager has done a site inspection and confirmed that the extra meters were NOT used and TT connect should NOT have charged me for this.

But yet nothing has been done since then.

Please issue the credit note / refund to my account and please inform my ISP of this.
I was forced to make payment of an invoice that was not valid because my Internet was blocked, so now it is TT Connects turn to sort out this issue.
TT Connect (Pty) Ltd
TT Connect (Pty) Ltd's reply09 Aug 2022, 08:36
Official
Good morning.

Please note that this has been done. Your ISP was informed about the extra meters not used. 

You will have to take this up with your ISP as we deal directly with them. Any billing or account queries will have to be taken up with your ISP. I can ensure you that we did inform the ISP regarding the credit. 

Regards
TT Connect. 
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Kate Lauren Bainbridge gmkendall's update24 Aug 2022, 17:00
Reviewer Update
The credit note from TT Connect has still not been issued to the ISP. Please inform the ISP again about the credit note so that it can be processed on my account.
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Kate Lauren Bainbridge gmkendall's update26 Aug 2022, 08:35
Reviewer Update
So TT Connect promised that the credit note was given to the ISP but yet I have received my statement yesterday and there is no credit note. So how is this possible?? TT Connect obviously has not issued the credit note to the ISP otherwise the issue would be resolved. But yet over a month later, I am still fighting about the same issue.

Terrible service from TT Connect.
TT Connect (Pty) Ltd
TT Connect (Pty) Ltd's reply26 Aug 2022, 09:58
Official
Good morning Kate. 

Trust you are well. 

The credit note was done on the 3rd of August already to your ISP. 

Please note that TT Connect has done as we stated previously. This matter is unfortunately out of our hands and will have to be taken up with your ISP. 

Regards 

TT Connect 
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Kate Lauren Bainbridge gmkendall's update14 Sept 2022, 12:40
Reviewer Update
VOX states that they have still not received the credit note from TT Connect but yet you say that it was sent on the 3rd Aug. How is that possible?

Please send me the credit note then so I can take it up directly with VOX.