I went through everything you submitted, spoke to all the people concerned. I think at the end of the day we did our best to accommodate you. We've waived reconnection fees and reactivated you several times. I think trying to make us the bad guy in this story is really not cool. At the end of the day we've tried to help where we can.
firstly i have to thank you for responding as quickly as you did.
However, afriman, what is going on the communications ?
The emails to accounts, the multiple help sms's & phone messages - why is there never a response ?
then of course is your accounts lady who promised to call me as soon as she received the invoice & bank confirmation from me, Why did she not call, or bother returning my calls after my leaving 2 further messages for her later the same day ?
And yes. afrihost did waive reconnection fees - and so they should when they process a debit order to some bizarre non existent absa account then charge me a fee for a debit order bouncing - you saw the fax of my invoice yourself, showing that strange account number.
You will also recall when I notified afrihost of the theft & resultant fraudulent activity on my bank account at the end of last year, I contacted afrihost to arrange advance payment by means of cash on my account. Two different staff members told me it was not possible, the one told me it could not be done due to a price adjustment of fees in january this year, another told me i had to wait until the debit order was rejected & then go into absa & make a direct deposit. A third, sometime later told me an advance payment was in fact possible.
But at the end of the day it all boils down to a lack of communication - the crux of the matter.
Looking at my phone, there are 7 help sms's sent since saturday - there has not been a response to a single one of them.
2 emails to
accounts@afrihost.com - no response & a multitude of phone calls leaving messages - no response.
Something seems wrong at afrihost at the moment.
In the past when a support request was sent via client zone, afrihost usually responded within an hour or two. The request I sent on saturday afternoon only received a response yesterday.
In the past when a help sms was sent, there was usually an automated notification retuned confirming the request & someone would call, usually within an hour or two - i have not even received the automated response to any of the messages i sent , let alone a call from someone in support - i do have delivery reports from the cellular network though.
Again, what is going on there ?
You have been the single & only person at afrihost to respond, for which I thank you.
You support supervisor donovan was great, as was stacy-lee, thank them on my behalf if you are able to.
My account (via clientzone) finally appears to be correct - amount due, as well as my banking details - but again, what is the communication problem there.
**on a side note, i have no idea what telephone system you have in house, but when calling afrihost, when finally getting through, it sounds like i am talking to someone on a mobile phone who is driving through a tunnel - the conversation keeps breaking up - these are calls to both support and accounts. Are you on cordless devices that are picking up interference causing the break up of conversation ?
