TK
Terence K
1 reviews | Active since Apr 2017
14 Mar 2018, 13:39
Bad service, rude call centre agent and no response.
Bad service all round. I logged a ticket about a complaint I have and they refuse to attend to the ticket by simply closing it. Ticket was about a complaint I had regarding call centre agent being *********** and disrespectful towards me. Left 3 messages for any manager to call me and decided after not hearing back from them to open a support ticket. They closed the ticket with no response. It's almost like they don't want to face a client's gripes by brushing it under the carpet.
I have a standing debit order with them and and in March they send me an email demanding payment or be disconnected. After calling them they admitted to a system error on their side that caused all payment methods to reset to credit card, thus causing my account to be in arrears. NOW, try to resolving this took forever and the first call centre agent I spoke to refused to assist and then dragged her feet while being deliberately disrespectful. I demanded to speak to her line manager (Janine Fulhard) but she was not available but was promised she'll call back. Later the day I called again and agent was very helpful in resolving my problem. I asked to speak to Janine again but same story, she in meeting and another message was left. Next day I returned demanding to speak to a manager about the unsatisfactory service and utter disrespect from the previous day but once again same story, meetings and she'll call back. Nothing again. I opened a support ticket to try a different way to force response, they subsequently closed ticket without a response.
Today my Fibre is down and I try to get hold of support and hold and hold and hold.... Still not sorted. What a disappointment.
Helpful (0)
Replies (2)0
Replies (2)
Webafrica's replyOfficial
14 Mar 2018, 15:58Hello ,
Sorry to hear you’ve had a bad experience. We will do our best to sort it out.
So that we can contact you, please email *** or *** with your Customer Code/Order Number and we will jump onto it.
Once you have sent the email you will receive a 'ticket number’. Please hold onto that ticket number as a reference to your enquiry.
Kind regards,
Webafrica
Webafrica's reply14 Mar 2018, 15:58
Official
Hello ,
Sorry to hear you’ve had a bad experience. We will do our best to sort it out.
So that we can contact you, please email *** or *** with your Customer Code/Order Number and we will jump onto it.
Once you have sent the email you will receive a 'ticket number’. Please hold onto that ticket number as a reference to your enquiry.
Kind regards,
Webafrica
TK
Terence K's updateReviewer Update
16 Mar 2018, 10:55Customer Support - Staff
15/03/2018 09:35
Dear Eljo Kuter,
Ticket: https://help.webafrica.co.za/helpdesk/tickets/126004
Thank you for your email.
After discussions with all involved and mentioned in the review - we can confirm that you were called by Janine and she has left a Voicemail to confirm the attempt to make contact - to ensure this was assisted accordingly - Janine proceeded to call your wife - who had a discussion about the service experienced on the call yesterday
The agent mentioned after listening to the call was doing her best to ensure process was followed to protect account holders and was also the person who resolved the billing inquiry
We always strive for perfection on each call and can always do better to ensure all interactions speak true to our Webafrican values
We would like to discuss any and all related inquiries with you - please confirm a direct contact number and a good time to call to discuss toward resolve.
Apologies for how things have unfolded to this point - we work as best we can to ensure you receive what you pay for and even though this review is a negative sentiment about service , we thank you for this feedback it aids us to ensure improvements and streamlined support to Webafricans when required
Please let us know if you would like to chat to Janine and/or support today - we will gladly ensure you are helped accordingly.
Thank you for your patience.
Kind Regards,
The Webafrica Team
15/03/2018 17:05
Eljo Kuter - Client
15/03/2018 17:05
Hi,
Thank you for the reply. Some of your info is not completely accurate.
1. My wife did receive a call but as she explained to Janine, she doesn't deal with these matters.For business purposes the account is in her name as business owner but I (Terence Kuter) is the person dealing with these matters and is the designated contact. In fact I have had no problems dealing with you up to last week when your system made some unauthorized changes (debit order). Who knows what else changed. My wife has never dealt with you directly, it has always been me, period. So to get back to Janine, Why would you close a ticket if you haven't resolved the issue? I know she left a voice message but how am I suppose to get hold of her, if in the first place I couldn't telephonic, in fact after 3 attempts? She didn't leave a number to contact her on, the least she could've done was to try calling again at a later stage, but instead she considered it concluded and closed task.
2. The second agent resolved the problem not the first one. The second agent (I don't have her name with me here) was very helpful and sorted out the problem. The aggravation from first agent wasn't acceptable and very disrespectful. I not sure why you think it is, or didn't pick it up when listening to it.
3. I am currently considering moving to another ISP as this left a bitter taste in my mouth. Your system errors caused an unpleasant experience.I can recall of another two "system errors" on your side since Nov/Dec 2017, one regarding a Vuma invoice and secondly not processing my porting, all your company blamed on system errors. This was strike 3.
My number is on system and I'll be available at 11:00 on Friday if you like to call, but I shared my story.
Kind regards,
Terence Kuter
**********
16/03/2018 09:27
Customer Support - Staff
16/03/2018 09:27
Dear Eljo Kuter,
Ticket: https://help.webafrica.co.za/helpdesk/tickets/126004
Thank you for your response
1. She closed the tasked after attempts to make contact and after listening to both calls in question - she confirm resolve for the inquiry and closed the ticket
2. The agent you refer to is one in the same - it was the exact same person you spoke to - and also the person that updated and account to ensure you are listed as a secondary account holder and now have authorization to be assisted this account - as we sure you are aware that any and all account inquiries are dealt with directly with the account holder and the listed contacts approved by that account holder
3. Would you like a call back to discuss cancellation ? to ensure we escalate this to the correct department ? and provide the requested assistance accordingly
Kind Regards,
The Webafrica Team
16/03/2018 10:14
Eljo Kuter - Client
16/03/2018 10:14
Hi,
I think we need to bring this conversation back onto Hello Peter's platform so that potential clients can see what they can potentially experience when they choose to get into a relationship with your company.
I will forward this conversation to them.
I have to say I'm shocked that you keep beating around the bush and are so eager to process my cancellation after I said I'm considering. I have not committed to do so yet but you seem eager for me to. You don't need the business? My recurring monthly fee not enough of a reason to value my business? Wow I really feel like a valued customer now!
Kind regards,
Terence Kuter
TK
Terence K's update16 Mar 2018, 10:55
Reviewer Update
Customer Support - Staff
15/03/2018 09:35
Dear Eljo Kuter,
Ticket: https://help.webafrica.co.za/helpdesk/tickets/126004
Thank you for your email.
After discussions with all involved and mentioned in the review - we can confirm that you were called by Janine and she has left a Voicemail to confirm the attempt to make contact - to ensure this was assisted accordingly - Janine proceeded to call your wife - who had a discussion about the service experienced on the call yesterday
The agent mentioned after listening to the call was doing her best to ensure process was followed to protect account holders and was also the person who resolved the billing inquiry
We always strive for perfection on each call and can always do better to ensure all interactions speak true to our Webafrican values
We would like to discuss any and all related inquiries with you - please confirm a direct contact number and a good time to call to discuss toward resolve.
Apologies for how things have unfolded to this point - we work as best we can to ensure you receive what you pay for and even though this review is a negative sentiment about service , we thank you for this feedback it aids us to ensure improvements and streamlined support to Webafricans when required
Please let us know if you would like to chat to Janine and/or support today - we will gladly ensure you are helped accordingly.
Thank you for your patience.
Kind Regards,
The Webafrica Team
15/03/2018 17:05
Eljo Kuter - Client
15/03/2018 17:05
Hi,
Thank you for the reply. Some of your info is not completely accurate.
1. My wife did receive a call but as she explained to Janine, she doesn't deal with these matters.For business purposes the account is in her name as business owner but I (Terence Kuter) is the person dealing with these matters and is the designated contact. In fact I have had no problems dealing with you up to last week when your system made some unauthorized changes (debit order). Who knows what else changed. My wife has never dealt with you directly, it has always been me, period. So to get back to Janine, Why would you close a ticket if you haven't resolved the issue? I know she left a voice message but how am I suppose to get hold of her, if in the first place I couldn't telephonic, in fact after 3 attempts? She didn't leave a number to contact her on, the least she could've done was to try calling again at a later stage, but instead she considered it concluded and closed task.
2. The second agent resolved the problem not the first one. The second agent (I don't have her name with me here) was very helpful and sorted out the problem. The aggravation from first agent wasn't acceptable and very disrespectful. I not sure why you think it is, or didn't pick it up when listening to it.
3. I am currently considering moving to another ISP as this left a bitter taste in my mouth. Your system errors caused an unpleasant experience.I can recall of another two "system errors" on your side since Nov/Dec 2017, one regarding a Vuma invoice and secondly not processing my porting, all your company blamed on system errors. This was strike 3.
My number is on system and I'll be available at 11:00 on Friday if you like to call, but I shared my story.
Kind regards,
Terence Kuter
**********
16/03/2018 09:27
Customer Support - Staff
16/03/2018 09:27
Dear Eljo Kuter,
Ticket: https://help.webafrica.co.za/helpdesk/tickets/126004
Thank you for your response
1. She closed the tasked after attempts to make contact and after listening to both calls in question - she confirm resolve for the inquiry and closed the ticket
2. The agent you refer to is one in the same - it was the exact same person you spoke to - and also the person that updated and account to ensure you are listed as a secondary account holder and now have authorization to be assisted this account - as we sure you are aware that any and all account inquiries are dealt with directly with the account holder and the listed contacts approved by that account holder
3. Would you like a call back to discuss cancellation ? to ensure we escalate this to the correct department ? and provide the requested assistance accordingly
Kind Regards,
The Webafrica Team
16/03/2018 10:14
Eljo Kuter - Client
16/03/2018 10:14
Hi,
I think we need to bring this conversation back onto Hello Peter's platform so that potential clients can see what they can potentially experience when they choose to get into a relationship with your company.
I will forward this conversation to them.
I have to say I'm shocked that you keep beating around the bush and are so eager to process my cancellation after I said I'm considering. I have not committed to do so yet but you seem eager for me to. You don't need the business? My recurring monthly fee not enough of a reason to value my business? Wow I really feel like a valued customer now!
Kind regards,
Terence Kuter