1 reviews | Active since Oct 2016
Utterly disappointed in Service and Communication
<p>We are a Mobile Funfair and make use of credit card machines at festivals with differend addresses. </p> <p> </p> <p>I have made use of the service of WAPPoint on 22 November 2017 at East London and chose the monthly rental option. It was explained to me that I need to cancel this contract with a month notice period.</p> <p> </p> <p>I have contact the Call Centre early January 2017 and informed them that I will only make use of the Card machines until 8 January 2017 and requested that the contract be cancelled and the machines collected at the same address that it was delivered in East London.</p> <p> </p> <p>I sent an email on 10 January 2017 and again requested that the card machines be collected at the same address as delivery.</p> <p> </p> <p>I received NO REPLY! NO telephone call NO email.</p> <p> </p> <p>I then informed the call center again at the end of January to please collect the card machines in Cape Town. Only in early February was a form sent to me for the very first time to cancel the contract.</p> <p> </p> <p>I was informed on 6 February 2017 by Edrei from WAPPoint that I will be held responsible for the rent of these machines as long as the card machines is in my possession. WAPPoint deducted the monthly rental from my account on 1 February 2017!!!</p> <p> </p> <p> </p>
Hi Fransie,
We hope that you are well.
With regards to your recent complaint, we are pleased to inform you that your requests have all successfully been attended to. The WAPPoint devices have been returned and a refund was paid to your account on 10 February 2017.
A full investigation was done and the following was concluded:
- 10 January: You sent us a request to cancel that was unfortunately never received
- 31 January: You queried why we did not pick the devices up yet and your account manager called and explained to Johannes that no request to cancel was received and that we need 1 month's notice. When he said that one was sent, she immediately asked that it be forwarded to her for the necessary arrangements to be made. It was also immediately arranged that the devices be collected via courier.
- 1 February: Your account manager started the process of cancelling your account and sent you the official documents.
- 3 February: Your account manager tried to contact you with regards to a failed collection from the courier company and to get the official cancellation documents from you.
- 6 February: You phoned us and spoke to your account manager regarding your displeasure with our service and the failed courier collection. Your account manager explained discussed the complaint with you and arranged for the courier to be sent to collect the devices again. You then proceeded to post complaints on our Facebook page and Hello Peter.
- 7 February: Courier company went to collect the device and were unable to collect.
- 8 February: Collection attempt successful at a different address and we responded to your complaints on Facebook and Hello Peter.
- 9 February: Devices returned to our office and your account manager tried to contact you to let you know.
- 10 February: The refund as promised for February subscriptions was repaid into your account.
We apologise if you feel that we did not do our part with regards to the cancellation of your contract and that our communication was poor and would appreciate any valuable feedback or suggestions that you may have for us so that we may better our service. We also hope that this unfortunate series of events will not hinder you from using our services again as every time you sign up permanently, you'll get a dedicated account manager to help you with these kinds of queries and see them through to the very end as your current account manager did as soon as she was made aware.
Please feel free to let our customer service manager or your account manager know if you have any queries.
Kind regards
The WAPPoint Team
Hi Fransie,
We hope that you are well.
With regards to your recent complaint, we are pleased to inform you that your requests have all successfully been attended to. The WAPPoint devices have been returned and a refund was paid to your account on 10 February 2017.
A full investigation was done and the following was concluded:
- 10 January: You sent us a request to cancel that was unfortunately never received
- 31 January: You queried why we did not pick the devices up yet and your account manager called and explained to Johannes that no request to cancel was received and that we need 1 month's notice. When he said that one was sent, she immediately asked that it be forwarded to her for the necessary arrangements to be made. It was also immediately arranged that the devices be collected via courier.
- 1 February: Your account manager started the process of cancelling your account and sent you the official documents.
- 3 February: Your account manager tried to contact you with regards to a failed collection from the courier company and to get the official cancellation documents from you.
- 6 February: You phoned us and spoke to your account manager regarding your displeasure with our service and the failed courier collection. Your account manager explained discussed the complaint with you and arranged for the courier to be sent to collect the devices again. You then proceeded to post complaints on our Facebook page and Hello Peter.
- 7 February: Courier company went to collect the device and were unable to collect.
- 8 February: Collection attempt successful at a different address and we responded to your complaints on Facebook and Hello Peter.
- 9 February: Devices returned to our office and your account manager tried to contact you to let you know.
- 10 February: The refund as promised for February subscriptions was repaid into your account.
We apologise if you feel that we did not do our part with regards to the cancellation of your contract and that our communication was poor and would appreciate any valuable feedback or suggestions that you may have for us so that we may better our service. We also hope that this unfortunate series of events will not hinder you from using our services again as every time you sign up permanently, you'll get a dedicated account manager to help you with these kinds of queries and see them through to the very end as your current account manager did as soon as she was made aware.
Please feel free to let our customer service manager or your account manager know if you have any queries.
Kind regards
The WAPPoint Team
Good day,
Thank you for the refund and the collection of the card machines.
The last transactions that were made using your service and card machine was on 7 January 2017. Please explain to me why payment was only made into my account on 9 February 2017?
Again, I am utterly dissapointed in your service and communication.
Regards
Fransie Pretorius
Good day,
Thank you for the refund and the collection of the card machines.
The last transactions that were made using your service and card machine was on 7 January 2017. Please explain to me why payment was only made into my account on 9 February 2017?
Again, I am utterly dissapointed in your service and communication.
Regards
Fransie Pretorius
Hi Fransie,
We hope that you are well.
We appreciate your feedback and will be in contact shortly to address any further queries.
Alternatively please feel free to let our customer service manager or your account manager know if you have any queries.
Kind regards
The WAPPoint Team
Hi Fransie,
We hope that you are well.
We appreciate your feedback and will be in contact shortly to address any further queries.
Alternatively please feel free to let our customer service manager or your account manager know if you have any queries.
Kind regards
The WAPPoint Team