randomsomeone
New Member
- Joined
- Jan 29, 2010
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Dear Jannie
A brief summary of the story so far.
October 2009 - heard rumours that Iburst was going to reconstruct their packages.
9 November 2009 - After going on to my profile page on the iBurst website and comparing my current package - Pro Intro 1.5gig with 64kbps throttling - R469.00 with the new packages on offer I phone the call centre to change my package to the then offered 3Giga package at R449. As you can imagine I was happy as I was getting double the gigs for less. To change my package I spoke to a lady in the Retentions Department of iBurst and I then double confirmed with her that once my 3gigs were used that the 64kbps throttling would still apply on this new package. She confirmed that it would.
December 2009 - My new 3Giga package should have come into effect on 1 December 2009 with my bank account now being debited for the amount of R449.00. This was not the case my account was not debited at all on the 1 December. Instead my Statement showed a credit balance of R469???????
5 January 2010 - My bank account was debited on the 4 January 2010 for an amount of R1276.00. A huge surprise as you can imagine as I was expecting an amount of around R898.00 (R449 for December and R449 for January subs for my 3Giga Package)
I once again went onto my profile on the iBurst website to try and see what package I was on.
On the packages now offered by iBurst there was no 3Giga package at R449.00.
So I once again phone the call centre and spoke to a consultant by the name of Ricardo. I asked him if he could tell me what package I was currently on and he confirmed that I was on the 3Giga at R449.00 (now renamed Wireless 3). However this package was not on the current packages listed on their website. Listed on their website was a Wireless 5 (5 Gig) package for R445. Once again more gigs for less price than the current (3Giga - R449) package I was on. So I asked to be changed to the Wireless 5 (5gig) package at R445.
This was when I again asked about the 64kbps throttling and was told that this facility was no longer offered by iBurst and that if I wanted this facility I would have to pay an extra R199 per month or I could top up at R59 per gig. This was the first time I heard that this facility was no longer offered by iBurst to its customers.
I have had no correspondance for Iburst on any of their package changes and confirmation of what package I had been migrated to.
I had not yet received my statement for January.
Ricardo said he would put in a request to have the Statement emailed to me for my reference and get a breakdown of the alloaction of the amount of R1276.00
Ricardo gave me these reference numbers:
Package Migration - Ref 075643
Statement Copy and Breakdown Request - Ref 075631
I have yet to receive an emailed copy of my current statement. I did however receive yesterday a posted copy and it does not make any sense to me.
Payments as they should have been:
Subs for 1/11 - 30/11 - R469 were paid for on the 2 November 2009. (Pro Intro 1.5Gig with 64kbps throttling)
Subs for 1/12 - 31/12 - These should have been R449 (Confirmed by Retentions department that my new package 3Giga with 64kbps throttling would come into effect on 1 December)
However I received a statement that showed I was R469 in credit and my account was not debited for December.
Subs for 1/1/2010 - 31/1/2010 - I was expecting R898.00 ((R449 for December which was not debited and R449 for January) This was not the case I was hit with a bill of R1276.00.
I would be very grateful to you if you could forward my case to someone at iBurst that knows what is going on and can help me get my account sorted out.
Please do not hestitate to contact me if you need any more information.
It would be real helpfull if I could meet with someone from iburst in Durban to sit down and go over this mess and sort it our once and for all.
Kind Regards
Janine
Contract Number : ib00073629
A brief summary of the story so far.
October 2009 - heard rumours that Iburst was going to reconstruct their packages.
9 November 2009 - After going on to my profile page on the iBurst website and comparing my current package - Pro Intro 1.5gig with 64kbps throttling - R469.00 with the new packages on offer I phone the call centre to change my package to the then offered 3Giga package at R449. As you can imagine I was happy as I was getting double the gigs for less. To change my package I spoke to a lady in the Retentions Department of iBurst and I then double confirmed with her that once my 3gigs were used that the 64kbps throttling would still apply on this new package. She confirmed that it would.
December 2009 - My new 3Giga package should have come into effect on 1 December 2009 with my bank account now being debited for the amount of R449.00. This was not the case my account was not debited at all on the 1 December. Instead my Statement showed a credit balance of R469???????
5 January 2010 - My bank account was debited on the 4 January 2010 for an amount of R1276.00. A huge surprise as you can imagine as I was expecting an amount of around R898.00 (R449 for December and R449 for January subs for my 3Giga Package)
I once again went onto my profile on the iBurst website to try and see what package I was on.
On the packages now offered by iBurst there was no 3Giga package at R449.00.
So I once again phone the call centre and spoke to a consultant by the name of Ricardo. I asked him if he could tell me what package I was currently on and he confirmed that I was on the 3Giga at R449.00 (now renamed Wireless 3). However this package was not on the current packages listed on their website. Listed on their website was a Wireless 5 (5 Gig) package for R445. Once again more gigs for less price than the current (3Giga - R449) package I was on. So I asked to be changed to the Wireless 5 (5gig) package at R445.
This was when I again asked about the 64kbps throttling and was told that this facility was no longer offered by iBurst and that if I wanted this facility I would have to pay an extra R199 per month or I could top up at R59 per gig. This was the first time I heard that this facility was no longer offered by iBurst to its customers.
I have had no correspondance for Iburst on any of their package changes and confirmation of what package I had been migrated to.
I had not yet received my statement for January.
Ricardo said he would put in a request to have the Statement emailed to me for my reference and get a breakdown of the alloaction of the amount of R1276.00
Ricardo gave me these reference numbers:
Package Migration - Ref 075643
Statement Copy and Breakdown Request - Ref 075631
I have yet to receive an emailed copy of my current statement. I did however receive yesterday a posted copy and it does not make any sense to me.
Payments as they should have been:
Subs for 1/11 - 30/11 - R469 were paid for on the 2 November 2009. (Pro Intro 1.5Gig with 64kbps throttling)
Subs for 1/12 - 31/12 - These should have been R449 (Confirmed by Retentions department that my new package 3Giga with 64kbps throttling would come into effect on 1 December)
However I received a statement that showed I was R469 in credit and my account was not debited for December.
Subs for 1/1/2010 - 31/1/2010 - I was expecting R898.00 ((R449 for December which was not debited and R449 for January) This was not the case I was hit with a bill of R1276.00.
I would be very grateful to you if you could forward my case to someone at iBurst that knows what is going on and can help me get my account sorted out.
Please do not hestitate to contact me if you need any more information.
It would be real helpfull if I could meet with someone from iburst in Durban to sit down and go over this mess and sort it our once and for all.
Kind Regards
Janine
Contract Number : ib00073629
