Axxess - Bad Service.

S

shadow_man

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I've been with Axxess for YEARS. From the R70 per Engen prepaid gig days and they've just ensured that I will never go back, due to a bad cancellation experience. Well done guys!

On the 24th of July 2012 I requested that my ADSL account be cancelled by the end of month. I did this via email and it thus went on to their ticket system.

My request was as follows:

"Dear Axxess Client,
This ticket is in response to [Account Cancellation ], created on Tuesday, 24th July 2012 12:15

Hi
If you cancel now before 25th it will remain active til month end and will stop on the 1st

Regards,
Clinton Chetty

Your Message
Hi,
Please cancel my adsl account: blahblah@axxess-express
As per your website I need to log a cancellation request before the 25th.
Will this account remain active until the end of July?

[...Removed...]"

----

Now not only have they not cancelled my account but they've also billed me for an additional R496 for the month of August.

When I found out that my acc was still active this morning I immediately logged it with them and switched my home router over to my Afrihost account, which i'd just created (funny that their sister companies antics might cause Afrihost to now lose my business as well).

I was then informed by Justine from their accounts department that i'd have to pay the FULL bill for August of R496 rand, as i'd used just over 1GB of traffic (auto updates or whatever while not home).

This didn't sit well with me so I called to complain, their only compromise is that I as the customer should pay for the 1GB of traffic even though its their incompetence in the first place as they didn't cancel the account.

I will never go back to Axxess as a result and I will probably move my business away from Afrihost now as a result. I refuse to do business with a company who doesn't follow instructions and then expects me to cover the cost...

FRUSTRATED.

J
 
Last edited:
I wouldn't pay for it, tbh. They should cut off internet access to the account on the 1st of August. It's not the customer's fault that the account was still functioning.

Besides, they can really take that 1gb and write it off. It's 1gb, ffs.
 
Graal said:
I wouldn't pay for it, tbh. They should cut off internet access to the account on the 1st of August. It's not the customer's fault that the account was still functioning.

Besides, they can really take that 1gb and write it off. It's 1gb, ffs.
Click to expand...

My thoughts exactly. The amount of business this is going to cost them in bad publicity is > 1GB. I was also speaking to them about doing bandwidth / lines elsewhere (talking 70+) lines here and bandwidth and then they go and do this.

Stupid if you ask me.
 
If I remember correctly you dont need to email them to cancel your account, you can do it in the control panel :confused:, just a few clicks and you're done, Afrihost is the same.
 
jsheed_sa said:
My thoughts exactly. The amount of business this is going to cost them in bad publicity is > 1GB. I was also speaking to them about doing bandwidth / lines elsewhere (talking 70+) lines here and bandwidth and then they go and do this.

Stupid if you ask me.
Click to expand...

R19 (our cost, obviously not what it costs them) vs the bad PR from a stunt like this. As you said, it's stupid.

Someone obviously entered the cancellation details incorrectly, into the system - you had done your bit, sent cancellation notice on time etc. What happens after month end, is in their court. If it wasn't cancelled correctly, then it's not your problem.
 
Have to say that I personally wouldn't have left the Axxess account running downloads overnight but switched to the Afrihost account before midnight or 100% usage.

Doesn't excuse Axxess though.
 
MickZA said:
Have to say that I personally wouldn't have left the Axxess account running downloads overnight but switched to the Afrihost account before midnight or 100% usage.

Doesn't excuse Axxess though.
Click to expand...

I didn't leave downloads running. Its updates or some such.

What I was going to do is a) let them cancel account b) sign up with Afrihost on the 1st of Aug to get the 80% discount on bandwidth and then c) after promotion move my line + bandwidth to Afrihost as its cheaper to bundle them together.

I couldn't switch over to the Afrihost account on the 31st as the promotion only started on the 1st etc. I was just relying on Axxess to kill my account as requested so that I could then plug in Afrihost details after...

J
 
IMO if you have the email confirmation of your cancellation which clearly shows that someone there received your cancellation request before the 25th, they don't have a leg to stand on. I'd call their call center and escalate till I reached someone capable of seeing reason. You are not liable for their mistakes.
 
jsheed_sa said:
I've been with Axxess for YEARS. From the R70 per Engen prepaid gig days and they've just ensured that I will never go back, due to a bad cancellation experience. Well done guys!

On the 24th of July 2012 I requested that my ADSL account be cancelled by the end of month. I did this via email and it thus went on to their ticket system.

My request was as follows:

"Dear Axxess Client,
This ticket is in response to [Account Cancellation ], created on Tuesday, 24th July 2012 12:15

Hi
If you cancel now before 25th it will remain active til month end and will stop on the 1st

Regards,
Clinton Chetty

Your Message
Hi,
Please cancel my adsl account: blahblah@axxess-express
As per your website I need to log a cancellation request before the 25th.
Will this account remain active until the end of July?

[...Removed...]"

----

Now not only have they not cancelled my account but they've also billed me for an additional R496 for the month of August.

When I found out that my acc was still active this morning I immediately logged it with them and switched my home router over to my Afrihost account, which i'd just created (funny that their sister companies antics might cause Afrihost to now lose my business as well).

I was then informed by Justine from their accounts department that i'd have to pay the FULL bill for August of R496 rand, as i'd used just over 1GB of traffic (auto updates or whatever while not home).

This didn't sit well with me so I called to complain, their only compromise is that I as the customer should pay for the 1GB of traffic even though its their incompetence in the first place as they didn't cancel the account.

I will never go back to Axxess as a result and I will probably move my business away from Afrihost now as a result. I refuse to do business with a company who doesn't follow instructions and then expects me to cover the cost...

FRUSTRATED.

J
Click to expand...

Hey there

Just a small note. Afrihost and Axxess run as completely separate companies. We think they're pretty cool (which is why we bought equity in them) but at the end of the day, they have their own processes and systems.

If you have any issues on the Afrihost side, please forward them directly to us (or me)

Afriman Out :)
 
So Axxess have come to the party. I'm happy with this as this is the service I have come to expect from Axxess over the years.

I will possibly raffle off the 4mb uncapped account to a mybroadband member (provided friends or family don't snap it up first - will update thread accordingly).

Reply from their sales manager below:

"Hi Jerome,

We will credit your credit card with the R496 and the R19.(this will be done next week once all payments have gone off) I agree this was not handled the correct way. I can see where this went wrong and do apologize.

You may carry on using the uncapped account for August as well. You can give it to a friend if you already have a Afrihost one or give it to one of the guys on myadsl.

Please let me know personally if you have any issues going forward and if we can get you back on Axxess from 1 September."
 
jsheed_sa said:
So Axxess have come to the party. I'm happy with this as this is the service I have come to expect from Axxess over the years.

I will possibly raffle off the 4mb uncapped account to a mybroadband member (provided friends or family don't snap it up first - will update thread accordingly).

Reply from their sales manager below:

"Hi Jerome,

We will credit your credit card with the R496 and the R19.(this will be done next week once all payments have gone off) I agree this was not handled the correct way. I can see where this went wrong and do apologize.

You may carry on using the uncapped account for August as well. You can give it to a friend if you already have a Afrihost one or give it to one of the guys on myadsl.

Please let me know personally if you have any issues going forward and if we can get you back on Axxess from 1 September."
Click to expand...

That's a kickass reply.
 
Hi,

Axxess have provided me with a free 4mb uncapped account to use or give away. This is to make up for the billing issue.

I don't need it so I figured i'd raffle it off to a deserving mybroadband.co.za member. Account has 1 concurrent connection available, 2nd is in use).

To claim this prize simply be the first to post (no lurkers). Minimum post count of 500 - no lurkers looking for free things! :D

J
 
I have this strange feeling that this one, single account, is going to take the record for highest usage Axxess have ever seen...EVER :p
 
Well done Axxess, hats off to you !
Bad service, poor communication and indifference is so common these days,
This end is so refreshing.
Good on yer OP and Axxess.
 
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