Goodbye Afrihost - My rant.

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ashdh

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Afrihost billing is pathetic, unhelpful and clueless!

I have (soon to be "had") 5 mobile data accounts ranging from 500mb to 4gb. I bank with FNB and initially had my cheque account details as the default payment method which worked perfectly for many years. I then started receiving SMS' and emails saying that my account was unpaid, failed payments, admin charges for failed payments and so on. I firstly checked my bank balance (just in case) which was all good. I went into the client zone and checked the account details which again were all correct. Still the billing department seemed to have no idea what was going on. So I said Ok change the billing to my credit card. Let's see if that works. It did for a while until Lo and Behold the same problem comes up again. Queue more emails, admin charges etc etc.

Each time this happens Afrihost are charging me a R50 "admin fee". In the month of March alone I have been charged R150 in admin fees alone due to something which is not in any way my fault. Not to mention the months before where the same situation occurred.

Recently (17th March) I received an email from Afrihost which said that all my services would be terminated in 30 days due to my failed payments. Enraged, I phoned Afrihost accounts department where an uninterested sounding guy said oh well maybe you can fill in an appeal of termination form. I politely declined.

I will certainly be taking my business elsewhere. I refuse to fill in a form to beg you to provide a service to me. If you as a company cannot resolve your billing issues and are willing to terminate my services as a result of your incompetence I will be glad to see the end of our relationship (which according to your own client zone is 5 years and 5 months). 8 days to go!
 
Same boat I gave up.

I had credit card charge backs on my account to no fault of my own. I have checked with my credit-card holder and the money was never refunded on my side Its only R450 or something I just don't have the time to make the calls over and over and over. My statement shows it has not been refunded but anyways.

I don't like their account department ....
 
ashdh said:
Afrihost billing is pathetic, unhelpful and clueless!

I have (soon to be "had") 5 mobile data accounts ranging from 500mb to 4gb. I bank with FNB and initially had my cheque account details as the default payment method which worked perfectly for many years. I then started receiving SMS' and emails saying that my account was unpaid, failed payments, admin charges for failed payments and so on. I firstly checked my bank balance (just in case) which was all good. I went into the client zone and checked the account details which again were all correct. Still the billing department seemed to have no idea what was going on. So I said Ok change the billing to my credit card. Let's see if that works. It did for a while until Lo and Behold the same problem comes up again. Queue more emails, admin charges etc etc.

Each time this happens Afrihost are charging me a R50 "admin fee". In the month of March alone I have been charged R150 in admin fees alone due to something which is not in any way my fault. Not to mention the months before where the same situation occurred.

Recently (17th March) I received an email from Afrihost which said that all my services would be terminated in 30 days due to my failed payments. Enraged, I phoned Afrihost accounts department where an uninterested sounding guy said oh well maybe you can fill in an appeal of termination form. I politely declined.

I will certainly be taking my business elsewhere. I refuse to fill in a form to beg you to provide a service to me. If you as a company cannot resolve your billing issues and are willing to terminate my services as a result of your incompetence I will be glad to see the end of our relationship (which according to your own client zone is 5 years and 5 months). 8 days to go!
Click to expand...

:(

I'm definitely disappointed to hear about the experience that you've had with our Accounts Team.

Were they able to provide any feedback as to why the payments failed at all?
 
DTBA said:
Same boat I gave up.

I had credit card charge backs on my account to no fault of my own. I have checked with my credit-card holder and the money was never refunded on my side Its only R450 or something I just don't have the time to make the calls over and over and over. My statement shows it has not been refunded but anyways.

I don't like their account department ....
Click to expand...

That too is disappointing to hear!

Chargebacks generally only occur if a payment that was submitted was either rejected because of unavailable funds or if the incorrect authorization was used.

Would you be able to check your statements from more or less the period of the chargeback occurred, as it could be the case that the actual payment was never deducted from your account.
 
AfriGenie said:
:(

I'm definitely disappointed to hear about the experience that you've had with our Accounts Team.

Were they able to provide any feedback as to why the payments failed at all?
Click to expand...

I spoke to a few consultants in the accounts department all of whom gave me different reasons for why the payments had failed and none of which made any sense at all. I was given reasons such as incorrect CVV (checked and double checked), insufficient funds (checked and double checked), "maybe its a problem at the bank" (no idea what I could have done there) and invalid card (again?). What I don't understand is why of all the debit orders going through my account only you had issues.
 
ashdh said:
I spoke to a few consultants in the accounts department all of whom gave me different reasons for why the payments had failed and none of which made any sense at all. I was given reasons such as incorrect CVV (checked and double checked), insufficient funds (checked and double checked), "maybe its a problem at the bank" (no idea what I could have done there) and invalid card (again?). What I don't understand is why of all the debit orders going through my account only you had issues.
Click to expand...

Our Account's Team should definitely have been more thorough, they are able to check exactly why the payment failed, and should have advised you on exactly what the issue was.

Was there perhaps a monthly Debit Order limit on your account?

Can I also ask that you please send me a PM with your account details, I definitely want to look into this from my side.
 
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I gave up on them last month. After almost 4 years I cancelled all my accounts. Afrihost just went down the toilet the last couple of months. There "Critical care" department kept blaming Telkom for all my line issues, even after I used speedtest to show them I don't experience issues when using other ISP's.
 
AntennaMan said:
I gave up on them last month. After almost 4 years I cancelled all my accounts. Afrihost just went down the toilet the last couple of months. There "Critical care" department kept blaming Telkom for all my line issues, even after I used speedtest to show them I don't experience issues when using other ISP's.
Click to expand...
Has afrihosts ICP capacity been upgraded yet? When I left at the end of last year this was meant to be done this year.

Anyway I was also with afrihost for about 4 years and left because of throttling on the uncapped accounts. I wouldn't get more than 6kbps downloading torrents and my monthly usage wasn't excessive it was about 100 to 200gb.

On topic. Whenever I had to deal with accounts they were very helpful. And I even got them to credit my account for the days my line was down.
 
ashdh said:
I spoke to a few consultants in the accounts department all of whom gave me different reasons for why the payments had failed and none of which made any sense at all. I was given reasons such as incorrect CVV (checked and double checked), insufficient funds (checked and double checked), "maybe its a problem at the bank" (no idea what I could have done there) and invalid card (again?). What I don't understand is why of all the debit orders going through my account only you had issues.
Click to expand...

If indeed that is what was said, it can only one of two things. Either they don't care to find the reason/s or they are completely clueless. Sorry for you pain, buddy.
 
AlexCT said:
Has afrihosts ICP capacity been upgraded yet? When I left at the end of last year this was meant to be done this year.

Anyway I was also with afrihost for about 4 years and left because of throttling on the uncapped accounts. I wouldn't get more than 6kbps downloading torrents and my monthly usage wasn't excessive it was about 100 to 200gb.

On topic. Whenever I had to deal with accounts they were very helpful. And I even got them to credit my account for the days my line was down.
Click to expand...

We did indeed have a major IPC upgrade put into place at the end of last year.

We're in the process of upgrading certain components of our network management software at the moment, but this would definitely not be causing any widespread issues at the moment.
 
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