MB
Mike B
1 reviews | Active since Jun 2018
08 Jan 2019, 11:01
Inaccurate account balances and incorrect payments requested! VERY ANGRY
During mid-August 2018 I experienced physical damage to my fibre line outside my house. I liaised with Vumatel and they came out to fix it mid-September. I had been without internet for about one month and I was informed that as Wirulink sends invoices to Vumatel I need to contact Wirulink to work out the pro-rata payment to make up for the down time.
I spoke to Hesthea Kotze in accounts at Wirulink and I am still waiting for her response. I have cancelled this ISP in the interim and am getting invoices for balances due including a CANCELLATION fee even though I was on a month to month contract?
Today I received a call from collection agents to enquire about the amount payable, this is even though the ledger sent to me was inaccurate and included a cancellation fee and on top of all of this I am still awaiting the feedback for the down time in Aug to Sept 2018?
I am beyond angry and I am yet to receive any responses from Wirulink about all of this.
I will not recommend this company for anyone looking for a fibre connection because their admin and accounts department is a MESS.
Wirulink, I want a response and a plan of action on how you are going to deal with this and fix your mistakes and address you incompetence.
Helpful (0)
Replies (4)0
Replies (4)
WIRUlink Pty Ltd's replyOfficial
08 Jan 2019, 16:01Good day Mike
Thank you for your feedback, WIRUlink is always looking for ways to improve our service.
With regards to your contract, you agreed to the contract terms and conditions whereby WIRUlink covered the fibre activation and WiFi router costs, and provided consent that you will be held liable for these costs in the event that the contact is cancelled within a 12-month period.
It should also be noted that Vumatel is a best effort service and do not issue credit notes for downtime. Unfortunately WIRUlink does not own or manage Vumatel's physical fibre network, having no control over the uptime thereof. That being said, management agreed to issue a 50% credit for the downtime experienced by yourself as a gesture of goodwill.
Our Accounts Department will contact you shortly to provide the details.
Regards
WIRUlink Management
Thank you for your feedback, WIRUlink is always looking for ways to improve our service.
With regards to your contract, you agreed to the contract terms and conditions whereby WIRUlink covered the fibre activation and WiFi router costs, and provided consent that you will be held liable for these costs in the event that the contact is cancelled within a 12-month period.
It should also be noted that Vumatel is a best effort service and do not issue credit notes for downtime. Unfortunately WIRUlink does not own or manage Vumatel's physical fibre network, having no control over the uptime thereof. That being said, management agreed to issue a 50% credit for the downtime experienced by yourself as a gesture of goodwill.
Our Accounts Department will contact you shortly to provide the details.
Regards
WIRUlink Management
WIRUlink Pty Ltd's reply08 Jan 2019, 16:01
Official
Good day Mike
Thank you for your feedback, WIRUlink is always looking for ways to improve our service.
With regards to your contract, you agreed to the contract terms and conditions whereby WIRUlink covered the fibre activation and WiFi router costs, and provided consent that you will be held liable for these costs in the event that the contact is cancelled within a 12-month period.
It should also be noted that Vumatel is a best effort service and do not issue credit notes for downtime. Unfortunately WIRUlink does not own or manage Vumatel's physical fibre network, having no control over the uptime thereof. That being said, management agreed to issue a 50% credit for the downtime experienced by yourself as a gesture of goodwill.
Our Accounts Department will contact you shortly to provide the details.
Regards
WIRUlink Management
Thank you for your feedback, WIRUlink is always looking for ways to improve our service.
With regards to your contract, you agreed to the contract terms and conditions whereby WIRUlink covered the fibre activation and WiFi router costs, and provided consent that you will be held liable for these costs in the event that the contact is cancelled within a 12-month period.
It should also be noted that Vumatel is a best effort service and do not issue credit notes for downtime. Unfortunately WIRUlink does not own or manage Vumatel's physical fibre network, having no control over the uptime thereof. That being said, management agreed to issue a 50% credit for the downtime experienced by yourself as a gesture of goodwill.
Our Accounts Department will contact you shortly to provide the details.
Regards
WIRUlink Management
MB
Mike B's updateReviewer Update
08 Jan 2019, 16:29I took a month-to-month contract for the very reason which was that I didn’t know for how long I’d need a fibre line at that house for. Evidently I have moved since and cancelled your services and no one from Wirulink thought to mention this cancellation fee. I spoke to Dean about how to cancel the internet and he never mentioned anything about a cancellation fee due to the fact that it was within 12 months of getting it. Why advertise it as month to month when it is clearly not? How is it ethical to charge someone with an absurd amount due to cancelling a month to month contract? I also see that your fibre services aren’t available for new clients anymore and maybe this is a reflection of your incompetence and ********* business practices. I have not heard anything from anyone at Wirulink since October 2018 yet they have the audacity to charge me a cancellation fee and extra costs without any consensus reached on down time? As per Hesthea’s last communication with me she was still liaising with Vumatel to sort it out? I am beyond livid at this stage and will definitely take this matter further.
MB
Mike B's update08 Jan 2019, 16:29
Reviewer Update
I took a month-to-month contract for the very reason which was that I didn’t know for how long I’d need a fibre line at that house for. Evidently I have moved since and cancelled your services and no one from Wirulink thought to mention this cancellation fee. I spoke to Dean about how to cancel the internet and he never mentioned anything about a cancellation fee due to the fact that it was within 12 months of getting it. Why advertise it as month to month when it is clearly not? How is it ethical to charge someone with an absurd amount due to cancelling a month to month contract? I also see that your fibre services aren’t available for new clients anymore and maybe this is a reflection of your incompetence and ********* business practices. I have not heard anything from anyone at Wirulink since October 2018 yet they have the audacity to charge me a cancellation fee and extra costs without any consensus reached on down time? As per Hesthea’s last communication with me she was still liaising with Vumatel to sort it out? I am beyond livid at this stage and will definitely take this matter further.
WIRUlink Pty Ltd's replyOfficial
08 Jan 2019, 16:57Hi Mike
The intention of the month-to-month contract is to give the customer the flexibility to terminate their agreement for whatsoever reason without being committed to monthly fees for a fixed period/term. The once-off fees (as explained above) were however subsidised by WIRUlink and therefor recovered as per the accepted terms and conditions.
We would also like to draw your attention to the fact that you requested an address move, cancelling the services at the initial address and reinstating the same services at the new address, which would have resulted in a waiver of the early termination fee. But since you did not continue with WIRUlink services at the new address you became liable for the Fibre Connection and WiFi router costs.
We do apologise if this was not properly communicated to you during the process and will address the matter with the relevant WIRUlink employees.
Regards
WIRUlink Management
The intention of the month-to-month contract is to give the customer the flexibility to terminate their agreement for whatsoever reason without being committed to monthly fees for a fixed period/term. The once-off fees (as explained above) were however subsidised by WIRUlink and therefor recovered as per the accepted terms and conditions.
We would also like to draw your attention to the fact that you requested an address move, cancelling the services at the initial address and reinstating the same services at the new address, which would have resulted in a waiver of the early termination fee. But since you did not continue with WIRUlink services at the new address you became liable for the Fibre Connection and WiFi router costs.
We do apologise if this was not properly communicated to you during the process and will address the matter with the relevant WIRUlink employees.
Regards
WIRUlink Management
WIRUlink Pty Ltd's reply08 Jan 2019, 16:57
Official
Hi Mike
The intention of the month-to-month contract is to give the customer the flexibility to terminate their agreement for whatsoever reason without being committed to monthly fees for a fixed period/term. The once-off fees (as explained above) were however subsidised by WIRUlink and therefor recovered as per the accepted terms and conditions.
We would also like to draw your attention to the fact that you requested an address move, cancelling the services at the initial address and reinstating the same services at the new address, which would have resulted in a waiver of the early termination fee. But since you did not continue with WIRUlink services at the new address you became liable for the Fibre Connection and WiFi router costs.
We do apologise if this was not properly communicated to you during the process and will address the matter with the relevant WIRUlink employees.
Regards
WIRUlink Management
The intention of the month-to-month contract is to give the customer the flexibility to terminate their agreement for whatsoever reason without being committed to monthly fees for a fixed period/term. The once-off fees (as explained above) were however subsidised by WIRUlink and therefor recovered as per the accepted terms and conditions.
We would also like to draw your attention to the fact that you requested an address move, cancelling the services at the initial address and reinstating the same services at the new address, which would have resulted in a waiver of the early termination fee. But since you did not continue with WIRUlink services at the new address you became liable for the Fibre Connection and WiFi router costs.
We do apologise if this was not properly communicated to you during the process and will address the matter with the relevant WIRUlink employees.
Regards
WIRUlink Management
MB
Mike B's updateReviewer Update
08 Jan 2019, 17:04Could you send me proof that I was given this information in writing before I cancelled the connection at my previous address?
1. I was told that if I want to move my internet connection I have to cancel and re-apply, so I cancelled and since I was on a month-to-month I did not see the need to continue with Wirulink (the reason for this is obvious).
2. Where was I told that cancelling without me re-applying will amount to this cancellation cost? This was never communicated to me, neither is it stated on your cancellation form.
MB
Mike B's update08 Jan 2019, 17:04
Reviewer Update
Could you send me proof that I was given this information in writing before I cancelled the connection at my previous address?
1. I was told that if I want to move my internet connection I have to cancel and re-apply, so I cancelled and since I was on a month-to-month I did not see the need to continue with Wirulink (the reason for this is obvious).
2. Where was I told that cancelling without me re-applying will amount to this cancellation cost? This was never communicated to me, neither is it stated on your cancellation form.