Adenoid Hynkel
Executive Member
Ill make this as short and painful as possible.
I am on a 100GB capped package. For months I have been paying R399.
In May the payment was made as usual, afrihost charging my credit card.
In June the payment was made as usual, afrihost charging my credit card.
My card expired to the end of June. The payment failed. Sure, my fault for not adding a new card.
I attempted to make the payment manually using my new shiny credit card after receiving 10+ emails screaming I am in arrears. All huffy duffy, payment made for R399. The sms from FNB says R798. Alrighty, they charged me R798. Am not sure how I missed that. This was done in July.
Anyway. I contacted afrihost and the support chap could not tell me why I was billed R798. So I jump onto their client zone. Their statement section is mess, giving me nothing but transactions only from January with the wrong amounts.
I left it. Have better things to do with my time than to communicate with these guys that respond every 48 hours or so.
August nears and suddenly I receive an invoice for R399... Bam. Now I am really confused as I have paid R798 in July. My logic tells me if I have paid R399 too much in July they will add credit to Augusts invoice? Stupid me, off course not.
I immediately mailed Afrihost asking about the double payment and the August invoice. Their first reply:
Really? Ok then. I never had a balance of R1596 open on my account. Point proven Afrihost, your billing is a mess.
I then replied explaining again what has happened, hoping it will make more sense this time.
After a few mails back and forth it finally came out that there was a charge back on my account in May :wtf:
We are in August and you only are telling me now that there was charge back?
The charge back is from the 20th of may for my payment made on the 1st of may.
I thought it was time to actually call someone, like I said, I don't fare well waiting to get a reply 24-48 hours later.
First person I spoke to was Vallencia. Before I phoned her I have checked my statement to see if the R399 was paid back into my account. Nope, it was not.
I explain my dilemma to her, after doing so 7x in an email to 7 different people . She immediately interrupts me and says "This happens all the time Mr X". Ok, lets skip the small talk you rude witch. I tell this does not happen ALL THE TIME to me. Its a first. She carries on and tells me, sorry, nothing I can do for you buddy. You have to phone your bank and investigate. I tell her that no charge back is visible on my statement, meaning that YOU are the merchant and you have to contact your Credit institute to find out what happened to my R399. She refuses. I say my prayers and hang up.
I phone FNB. First the call center. They have confirmed, no charge back. Then I phone my business banking manager. He confirms, no charge back and that Afrihost should contact their supplier as it is out of their hands.
So I phone her again. Explain to her there was no charge back. Yea she will investigate and I have to send my bank statements to them. Not that I want to send my statements but ok. Dear Vallencia, it would have cost you a few min that day just to phone VCS and try find out what happened to the R399. But let's complicate things why dont we. I phone again and speak to someone else. That someone else whom I dont recall the name anymore, assured me to escalate things and has also assured me that my service wont be suspended until this has been solved. Cause, you know, August is unpaid - so they say.
Statements submitted. Waiting game begins. This was on the 31st July.
1st of August, I receive a invoice of R5 for a failed debit order. Huh? WTF are you people smoking there?
I ignored it. I ignored this whole dilemma. Bad mistake. 11am today, bam, internet dies. They suspended my account
I phone in, Speak to Wendy. She was very nice. Didn't really know what was going on. She had all wrong, the amounts, the dates etc.. So here I explain again. Yippiee, she finally got it. She asked me nicely to resend the statements as they are not on the support system. She assured me she will phone VCS and get back to me. This was today at 1PM. At 4pm not having heard form her yet, I emailed her. Off course not, no reply and my account is still suspended.
The funny part. I was planning on cancelling my account to the end of July. Only reason why I haven't done so was due to the double payment. If they would have just once said - MR X, please just pay so long for August, we will refund you once we have resolved the issue. But no, promises were made that my account will stay active. No Netflix for me this weekend.
Matter reported 31 July
8/9 days later, no resolution
Afrihost, pure internet sadness......
I am on a 100GB capped package. For months I have been paying R399.
In May the payment was made as usual, afrihost charging my credit card.
In June the payment was made as usual, afrihost charging my credit card.
My card expired to the end of June. The payment failed. Sure, my fault for not adding a new card.
I attempted to make the payment manually using my new shiny credit card after receiving 10+ emails screaming I am in arrears. All huffy duffy, payment made for R399. The sms from FNB says R798. Alrighty, they charged me R798. Am not sure how I missed that. This was done in July.
Anyway. I contacted afrihost and the support chap could not tell me why I was billed R798. So I jump onto their client zone. Their statement section is mess, giving me nothing but transactions only from January with the wrong amounts.
I left it. Have better things to do with my time than to communicate with these guys that respond every 48 hours or so.
August nears and suddenly I receive an invoice for R399... Bam. Now I am really confused as I have paid R798 in July. My logic tells me if I have paid R399 too much in July they will add credit to Augusts invoice? Stupid me, off course not.
I immediately mailed Afrihost asking about the double payment and the August invoice. Their first reply:
I hope this email finds you well
Thank you for sending this valued email.
The payment that was made last month covered the outstanding balance on your account.
The balance on your account was R1596.00 and therefore the double payment settle this payment.
You will be billed accordingly this coming month for August.
Really? Ok then. I never had a balance of R1596 open on my account. Point proven Afrihost, your billing is a mess.
I then replied explaining again what has happened, hoping it will make more sense this time.
After a few mails back and forth it finally came out that there was a charge back on my account in May :wtf:
We are in August and you only are telling me now that there was charge back?
The charge back is from the 20th of may for my payment made on the 1st of may.
I thought it was time to actually call someone, like I said, I don't fare well waiting to get a reply 24-48 hours later.
First person I spoke to was Vallencia. Before I phoned her I have checked my statement to see if the R399 was paid back into my account. Nope, it was not.
I explain my dilemma to her, after doing so 7x in an email to 7 different people . She immediately interrupts me and says "This happens all the time Mr X". Ok, lets skip the small talk you rude witch. I tell this does not happen ALL THE TIME to me. Its a first. She carries on and tells me, sorry, nothing I can do for you buddy. You have to phone your bank and investigate. I tell her that no charge back is visible on my statement, meaning that YOU are the merchant and you have to contact your Credit institute to find out what happened to my R399. She refuses. I say my prayers and hang up.
I phone FNB. First the call center. They have confirmed, no charge back. Then I phone my business banking manager. He confirms, no charge back and that Afrihost should contact their supplier as it is out of their hands.
So I phone her again. Explain to her there was no charge back. Yea she will investigate and I have to send my bank statements to them. Not that I want to send my statements but ok. Dear Vallencia, it would have cost you a few min that day just to phone VCS and try find out what happened to the R399. But let's complicate things why dont we. I phone again and speak to someone else. That someone else whom I dont recall the name anymore, assured me to escalate things and has also assured me that my service wont be suspended until this has been solved. Cause, you know, August is unpaid - so they say.
Statements submitted. Waiting game begins. This was on the 31st July.
1st of August, I receive a invoice of R5 for a failed debit order. Huh? WTF are you people smoking there?
I ignored it. I ignored this whole dilemma. Bad mistake. 11am today, bam, internet dies. They suspended my account
I phone in, Speak to Wendy. She was very nice. Didn't really know what was going on. She had all wrong, the amounts, the dates etc.. So here I explain again. Yippiee, she finally got it. She asked me nicely to resend the statements as they are not on the support system. She assured me she will phone VCS and get back to me. This was today at 1PM. At 4pm not having heard form her yet, I emailed her. Off course not, no reply and my account is still suspended.
The funny part. I was planning on cancelling my account to the end of July. Only reason why I haven't done so was due to the double payment. If they would have just once said - MR X, please just pay so long for August, we will refund you once we have resolved the issue. But no, promises were made that my account will stay active. No Netflix for me this weekend.
Matter reported 31 July
8/9 days later, no resolution
Afrihost, pure internet sadness......
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