CONFIRMED Incompetence - BEWARE of signing a debit order

CONFIRMED Incompetence - BEWARE of signing a debit order

Yesterday, on the 5th of February 2018 (after weeks of struggling to get anywhere with WIRUlink and exhausting all other options), I requested feedback regarding my complaint on emails, Hello Peter and Facebook, and I was promised the following:

“Hi Chantel. Thank you for taking the time to report this. Management will look into this and get back to you regarding this. Riaan, CTO”

Thank you for getting back to me Riaan, but my name is Chanel (not Chantel) and no one has looked into this matter, because if they did they would have read the emails I sent.

I received an email from WIRUlink’s Helpdesk & Customer Service Manager, Shannon van Blerk. Please note that this is very concerning – coming from a “manager”.

Please see her email below:

Hi Chanel,

Hope you are well, I apologise for the inconvenience.

The accounts department uses one calendar months notice from the 31st to the 31st they don't see if the connection is up or not they only look of the account is still active.

We were out to site on the 28th November 2017 for a logged offline where the technician re crimped the cable and restored the internet, Then on 22 December 2017 it all went down again. I can't find any logged tickets on my end that you said your link was off, for all we know it might just be unplugged or turned off. We don't mind removing the monthly if we did not bring our end of the agreement, as we are committed to our clients and great service.

If you would like us to come out and fix it that could also be arranged.

It would be a great help If you can supply the dates you might have called and the number you called from. we would investigate the recording and the appropriate steps could be set to ensure this does not happen again.

My number ********** if you have any questions or let me know when you are available to talk, and I will call you.

We strive to give our clients the best experience.

Please take note that the only thing this email confirmed was the incompetence I complaint about.

1. “The accounts department… don't see if the connection is up or not they only look of the account is still active.” – This is exactly confirms the following questions I had in my complaint:

• There is never any record of telephonic communication • There is no note on your system if a client spoke to a consultant • There is no note if arrangements were made – the client always need to explain everything from the beginning • There is no record of cancellations, stopped debit orders, proof of payments ext. the only records of anything are records the client keep. • I would also like to know how an Inbound Account Executive (Crystal Kopf) won’t know if a cancellation was done or not. How do you have people working on clients’ accounts that has no idea what is going on, on a client’s account?

2. “…Then on 22 December 2017 it all went down again.” – As I have EXTENSIVELY explained this in my emails and my telephonic calls - we moved / relocated / we don’t live there anymore. Please let me know if this is unclear!

3. If this alone does not confirm that none of my emails has been read/investigated Shannon van Blerk asks: “If you would like us to come out and fix it that could also be arranged.” – What a joke!

4. Then finally she asks: “It would be a great help If you can supply the dates you might have called and the number you called from…” – I’m really hoping the consultant is not questioning my integrity! If your consultants were not as *********** and you had a system that recorded everything, you would have picked up the exact dates and times I called in.

I am shocked at the level of service I’m receiving. Again I’m hoping that the level of bad service is only in the Alberton branch. I find that the “feedback” (if that’s what we can call it) was a total waist of my time.