AXXESSLESS has proven to be the MOST useless INCOMPETENT, LAZY, bunch of clowns I have had the misforturne to deal with over the past 4-5 months. I have had the misfortune of having had to change my bank account and I dutifully notified all my debtors of the change in banking details 1 month ahead of time following their prescribed procedures.
In Axxess' case, I had to send numerous proofs of banking confirmatons, because of course I am a high roller who is engaged in international fraud and SARS has yet to catch up with me and I dutifully updated my details on their portal with the ass-sisstance of the the con-sultant(s) each time. Each time it was verified that the debit order would be debited timeously.
What do you know, come month end, the debit order does not go off, internet is suspended, a love letter from Axxess is sent notifying me that my fibre account has been suspended due to non-payment. I call them - how is this possible; we confirmed this on the date of the update and the next date prior to the debit order going off and everything was hunky dory or so I thought. Incidentally 2 of these suspensions were over the weekend and the "helpful" fibre "support" :{ department said they could not help me phone back Monday. Call back Monday - "oh no, how is that possible, we cannot find your details but we do have your reference numbers. We do not keep your bank details on file". Same procedure of updating the details on the portal follows - evrything confirmed, twice on consecutive days and confirmation received that "yes, all is on order, do not worry as long as you money in your account we will process twice if necessary. We promise there will be no problem". This scenario carries on for a further 2 months. Speak to fibre support line - is their anybody I can speak to to escalate the issue as on the 3rd escalation one Chrizel le Roux promised to move heaven and earth to provide assistance should this happen again but it would never happen and "please contact me directly if it does". Takes 3-4 attempts to contact her and what do you know her response is "sorry I cannot help you you need to speak to the accounts department". I ask " so what about your promises to assist me not matter what - sound of crickets followed by "speak to the accounts department". This Friday past I called and advised that the debit order had still not gone off and was told "don't worry, it takes 2-3 days to reflect on our side and your account WILL NOT BE SUSPENDED. Woke up to a lovely Saturday morning, account suspended, phoned fibre departmrny - no there is nothing we can do, next call we get cut off summarily.
Then I decide to do an EFT payment and send it to accounts and systems which is what I had suggested before and they said that it is not part of their protocol but because we were desperate we thought what the hell, attavch the proof of payment and send it to both department. After a lengthy hold as is norm with Axxessless we made contact with fibre support who upon receiving proof of payment reconnected us.
Contacted the accounts team leader whose response was a wimpy "sorry:". Well Axxessless stuff you our long love relationship is happily coming to an end at the end of October (one of more expensive [fibre packages I might note but I guess you don't give a flying continental about loyal customers).
So, no regards and may your lack of communication continue to your detirment. Well done with you baskets!
In Axxess' case, I had to send numerous proofs of banking confirmatons, because of course I am a high roller who is engaged in international fraud and SARS has yet to catch up with me and I dutifully updated my details on their portal with the ass-sisstance of the the con-sultant(s) each time. Each time it was verified that the debit order would be debited timeously.
What do you know, come month end, the debit order does not go off, internet is suspended, a love letter from Axxess is sent notifying me that my fibre account has been suspended due to non-payment. I call them - how is this possible; we confirmed this on the date of the update and the next date prior to the debit order going off and everything was hunky dory or so I thought. Incidentally 2 of these suspensions were over the weekend and the "helpful" fibre "support" :{ department said they could not help me phone back Monday. Call back Monday - "oh no, how is that possible, we cannot find your details but we do have your reference numbers. We do not keep your bank details on file". Same procedure of updating the details on the portal follows - evrything confirmed, twice on consecutive days and confirmation received that "yes, all is on order, do not worry as long as you money in your account we will process twice if necessary. We promise there will be no problem". This scenario carries on for a further 2 months. Speak to fibre support line - is their anybody I can speak to to escalate the issue as on the 3rd escalation one Chrizel le Roux promised to move heaven and earth to provide assistance should this happen again but it would never happen and "please contact me directly if it does". Takes 3-4 attempts to contact her and what do you know her response is "sorry I cannot help you you need to speak to the accounts department". I ask " so what about your promises to assist me not matter what - sound of crickets followed by "speak to the accounts department". This Friday past I called and advised that the debit order had still not gone off and was told "don't worry, it takes 2-3 days to reflect on our side and your account WILL NOT BE SUSPENDED. Woke up to a lovely Saturday morning, account suspended, phoned fibre departmrny - no there is nothing we can do, next call we get cut off summarily.
Then I decide to do an EFT payment and send it to accounts and systems which is what I had suggested before and they said that it is not part of their protocol but because we were desperate we thought what the hell, attavch the proof of payment and send it to both department. After a lengthy hold as is norm with Axxessless we made contact with fibre support who upon receiving proof of payment reconnected us.
Contacted the accounts team leader whose response was a wimpy "sorry:". Well Axxessless stuff you our long love relationship is happily coming to an end at the end of October (one of more expensive [fibre packages I might note but I guess you don't give a flying continental about loyal customers).
So, no regards and may your lack of communication continue to your detirment. Well done with you baskets!