Vlocity communication very unprofessional and delaying line and funds

Do not recommend Vlocity communications Internet services for Business or Personal on the following reasons and seek for them to improve

I signed up with Vlocity because they provide a service to the company which my partner works for in the area. I work from home and have a business account with Vlocity for my month to month 10mb fibre line. My building was fibre ready.

The set up procedure was unimpressive with first sales representatives quoting us ambiguously on vat being included which was later added onto the invoice and then technicians failing to arrive on arranged days which cause much inconvenience for both of us setting unnecessary time aside to be available to open up and have them over and also the financial inconvenience to run my business and household off cellular data over those wasted days.

We were warned that 5 working days would be required, however we were not warned when technicians were unable to make appointments which resulted in me waiting all day for a presumed midday call out only to be phoning the company off the hook as the day edged closer to 5pm with no sign of any one coming. The call operators seemed unable to contact their technicians directly and provide a predicted time. Inevitably the call out would be pushed to the next day and I would hang around to wait on a similar fate.

On the 2nd week of connection my line dropped completely for over a day or 2. This was reported and I experienced the same problem as the first time with the technician not being able to provide even a rough time. No data or compensation was offer by Vlocity for the 2 days of having to run off cellular data again or and apology for the inconvenience of their technician's scheduled delays. Vlocity blamed the issues on Century City connect, however they are a paid agent to me for the complete service and responsibility rest with Vlocity. The data used over these 2 days to run a business and household cost almost as much as my monthly service with Vlocity so for March I paid double.

Last week on the beginning of my 2nd month I continuously experienced internet speed of 0.81MB for 2 days - which is the same as old dial up. I was loathed to repeat the process of my first 2 consumer dealings so my partner contacted the business whatsapp line to complain about the issue. There was no response. Let down again by Vlocity I decided to post a review on their facebook business reviews. I complained about regular low internet speeds and posted the picture of my speed test. I complained that I had poor experience when previously correcting issues.

The following day (Sunday) there was a response on Facebook requesting that I contact their support to follow up. I was out on the farms on Sunday and I was not home to open for technicians or conduct further tests for them. I do appreciate the timeous response, but I feel that it was triggered by my review post and it does not detract from my previous bad experiences.. Vlocity's Facebook also asked me not to post reviews (!?!) to which I responded that I feel as a client I am entitled to post honest reviews on their specific review page.

Within minutes my boyfriend contacted me and was extremely upset with as the ***ner?) of Vlocity, Jeandre has privately messaged him on whatapps and demanded that he has me remove my review from Facebook. As 28 year old women and Ceo of my own Start up, apologies in advance for 'playing the women card' but what right does Jeandre of Vlocity think that he has to privately contact a customer’s boyfriend on a Sunday and bring his poor business conduct into our personal relationship? Furthermore what right does Jeandre feel my boyfriend has to tell me how and what I may review on Facebook in my personal capacity but in this case, even worse, in my professional capacity. Thankfully I am dating a modern man who does not feel that he owns me in this way. I have screen shots of these messages and I am happy to provide them as a reference. The messages had no intention of being a support call or and an attempt to reach me directly, they were threatening and they also spoke of business favours of which neither of us had a clue about.

Next Jeandre contacted me directly as my partner had suggested to him; We spoke through my grievances with internet speed and past frustration with technicians. I told him that I am alarmed that he had become so personal and why he thought it was a professional route vs contacting me directly. I also asked him what the so called business favours my company received where, as he felt that in return for these favour I should not have given Vlocity a poor rating, or that I should endure poor service?

Apparently the favour was wavering my Activation fee/ call out fee. This is absolute nonsense as I did not request any favours and I was Invoiced and paid for the activation fee alongside our first month. Again no favours were ever mentioned at any point. I do not know Jeandre or anyone from Vlocity. I have all Invoices and payment records available too. In fact I have paid upfront 2 months ahead for May and June.

Monday the internet up to speed and I amended my facebook review to note this and comment that I had received good support. I requested a copy of my service contract so that I could fully understand where the favours where and what was expected in return for them.

Unfortunately during the course of Monday I received an email from the company stating that they were immediately terminating their contract with me and that they would like to come collect their router.

I have no connection since Tuesday, I have contacted support requesting the status of my account with no response .

The line has not been released so I am unable to have another company come and install for me. I am back to using Cellur data with no response.

Tomorrow I am going report the case to the police . Vlocity is no responding to my refund requests for the months that I have paid upfront. They are not responding to requests on my account status and they are holding my line hostage so that other companies cannot install a solution ,

I am currently months ahead of payment and have not been offered a refund I have also not been offered an explanation or refund of the apparent favour (for which I did not ask) Activation call out fee.

I do feel now however, that in all fairness if they are immediately terminating my service after one month that this activation fee which was meant to support my service for the entire year should now be refunded. –I would need to pay an activation fee to a new company to set up my internet now.

I was not provided with an accurate contract . I one signed but the one that was sent to me does not match my signed one and it is ambiguous as it implies a 12 month contract with a 3 month notice period on both side and early termination fees. The month to month contract that I signed also had these clauses so I need to figure out where I stand as I feel that at the least I am due a refund.

I was not provided with the reasons for an immediate termination from Vlocitys side.

I have forwarded all my payment information and queries in response to the email today and have not had any customer support back.

The entire experience with this company over not even 2 months has been frustrating and now intimidating and threatening.

I would like Vlocity to provide the professional service that I pay them to do only and I would like to make it clear that I do not owe the company favours. This is Business, and my business pays the bills that Vlocity send us. We do not benefit from any additional services to your regular customers and my boyfriend is not my keeper. I do not want my personal relationships infringed upon as an underhand bully tactic. I would like access to comprehensive contracts going forwards so that we are all on the same page

If Vlocity can provide legal and fair reason for immediately terminating my service and putting me through all this I would like the appropriate refund. Preferably I would like Vlocity to provide the service that I signed up for , for the duration that I signed up for.

Your business should be open to managing the negative feedback of its customers when you are not performing your business duties and should not witch-hunt them on a private level. Rather remove the option of review your Business on its facebook page if the company is going so grossly mishandle complaints.

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