iBurst contract cancellation troubles

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NeuralBlade

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So my contract expires the 24 July :D :D :D

So I decided between the interest rates and petrol prices I cant afford R699 a month anymore. So I contact iBurst requesting a cancellation form. On the 19th June I faxed it through. To be safe I phoned on the 24th to confirm that they have received it, which they say they did.

Early in July another person phones me, trying to get me to sign up for a cheaper package or even the freeflow (yeah right, what do I do with 10MB a month).

This morning I get an invoice for August. Now im really ticked off. Phone iCrap again. I spoke to Tembi at the retention departement.

She stated that the cancellation form can't be processed till my contract has "matured". What crap is that!!! So much for a 24 month contract, more like a 25 month contract. Tembi referred to the terms and conditions #8 which states:

8 One, two and three month calendar notice cancellation request will only be approved if the contract is no longer in the initial contract period.
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What constitutes as the initial contract period? Or are they pulling the wool over my eyes/bank account?

And put the cherry on the cake, they have charged me the full price R699 and not R599 since the modem is now paid off. Tembi said she will make a note of it.

Not once when I was in contact with the retention staff before today (which was a total 4 times) was I told this.

They are a bunch of sharks, and Im glad I will be rid of them hopefully soon.
 
NeuralBlade said:
They are a bunch of sharks, and Im glad I will be rid of them hopefully soon.
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Don't get your hopes up too high.

Like herpes, that accounts department has a nasty reinfection rate.

The only lasting cure is to change your bank.
 
I've to admit anything to make target goal for mouth!!!!!!!


The inflation is affecting us all but please Wireless Business Solutions do not make your problems ours...


I am having the same problems to cancel with Telkom......
They just do not want to budge at all.


Everything is about making money for companies :)
 
8 One, two and three month calendar notice cancellation request will only be approved if the contract is no longer in the initial contract period.
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wow they actually went as far to writing that in their TOC??? fek me!


but hang on... on their site:

8. Insurance
8.1 Service Provider acts as a collection agent for insurance brokers and/or underwriters in respect of the optional insurance of the terminal equipment and related risks as referred to the schedule or application form. Service Provider shall not be liable to the Subscriber under any policy issued or claim declined pursuant to the Subscribers election to take insurance as provided in the schedule.

8.2 Unless the Subscriber specifically elects to take insurance for the terminal equipment and related risks or in accordance with the procedures introduced by Service Provider from time to time, the Subscriber shall not be covered in respect of the terminal equipment and related risks.
8.3 If at any stage before or after the Subscriber elects to take insurance, the Subscriber requests from Service Provider a summary of the terms and conditions of the applicable insurance policy, Service Provider shall use its best endeavours to furnish same to the Subscriber as requested. It shall be the responsibility of the Subscriber to obtain and familiarise himself with the terms and conditions of the insurance policy applicable.
8.4 It shall be the responsibility of the Subscriber to ensure that the premiums in respect of the insurance policy are paid timeously and in full, and, if for any reason Service Provider omits to include insurance charges in a statement to the Subscriber, the Subscriber shall forthwith notify Service Provider of such omission. Service Provider may rectify the omission by debiting the Subscribers account with any amounts in arrears, subject to any terms and conditions which may be applicable under the relevant policy.
8.5 Save as provided herein, any queries which the Subscriber may have regarding or arising from the insurance of the terminal equipment and related risks, shall be directed to the insurance administrators or brokers, as the case may be whose particulars may be obtained by the Subscriber from Service Provider.
9. General
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where she dig that **** out from?
 
Just to update this thread.

I lodged a complaint on HelloPeter against this issue. Within 2 hours Rosetta phoned me to say that there was misunderstanding and that my account will be cancelled at the end of July since the cancellation form was received on time.

So yet again incompetence in the ranks of iBurst. Don't these people get proper training on the workings of their internal systems, or is it because I started a cr@p storm that they are backing down very quickly?

We will never know the truth this, or if iBursts management covering their ar$e$???

Now to hope they leave their long fingers out of my account so I can be rid of them for good!
 
Fishly, that clause is on the actual cancellation form. Here it is copied from the cancellation form, just below where you give your reason for cancelling.

SUBSCRIBER CANCELLATION TERMS AND CONDITIONS
1 A cancellation request will be acted upon when this cancellation request form has been received and approved by iBurst, either as a fax sent to 086 503 9111 or an
email attachment sent to [email protected] or handed in to your local iBurst office.
2 This cancellation is subject to approval by iBurst.
3 Cancellations are subject to a once off non refundable administration fee.
4 If a hardware refund is applicable, it will be provided by the legal entity that provided the subscriber with the hardware originally.
5 A seven day cancellation request will only be considered if this cancellation request form is received by iBurst within seven (7) calendar days from the date the
subscriber activated the modem.
6 A subscriber may only cancel their existing contract if the account is not in arrears.
7 If a hardware refund is applicable, it will only be provided after the hardware has been returned in its original condition and packaging to the legal entity that
originally provided the subscriber with the hardware.
8 One, two and three month calendar notice cancellation request will only be approved if the contract is no longer in the initial contract period.
Click to expand...
 
I lodged a complaint on HelloPeter against this issue. Within 2 hours Rosetta phoned me to say that there was misunderstanding and that my account will be cancelled at the end of July since the cancellation form was received on time.
Click to expand...

BS, they dared to send you a TOC that isn't even on their website or the TOC you signed and agreed to when you signed the contract... I think you should take this matter further... I remember someone on the forum was compiling a list of all the **** that Iburst gives to their clients...


Now to hope they leave their long fingers out of my account so I can be rid of them for good!
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just to make sure... ask your bank to block any future transactions from iburst.
 
1 A cancellation request will be acted upon when this cancellation request form has been received and approved by iBurst, either as a fax sent to 086 503 9111 or an
email attachment sent to [email protected] or handed in to your local iBurst office.
2 This cancellation is subject to approval by iBurst.
3 Cancellations are subject to a once off non refundable administration fee.
4 If a hardware refund is applicable, it will be provided by the legal entity that provided the subscriber with the hardware originally.
5 A seven day cancellation request will only be considered if this cancellation request form is received by iBurst within seven (7) calendar days from the date the
subscriber activated the modem.
6 A subscriber may only cancel their existing contract if the account is not in arrears.
7 If a hardware refund is applicable, it will only be provided after the hardware has been returned in its original condition and packaging to the legal entity that
originally provided the subscriber with the hardware.
8 One, two and three month calendar notice cancellation request will only be approved if the contract is no longer in the initial contract period.
Click to expand...
roflamo! can't beleieve that...
 
Hmmm, this thread brings back memories, and it seems they have still not dismissed the incompetent staff, then again if they did that no one will be in the building.:rolleyes:
 
Iburst Customer Retention department and Accounts Department - RE: Cancellations...

Jannie... Please sort the communication out between these departments.

I had chew on one of your accounts people on Saturday (01 Aug) morning about my account.
Because your ref: 1309782 - actioned/recorded by Veliswa (on 26 June) had been ignored...

As is my right. I demanded that the R529 be refunded immediately. I was promised a phone call on the following Monday (aka Yesterday). I also requested a confirmation e-mail regarding my call of Saturday. So not receiving any call or e-mail I checked my account today...

So, my account still has not been credited. Bordering on a homicidal rage, I called the accounts department. I have to say I feel sorry for Dumani... I was so angry that I described to him how I could kill him with the pencil I had written his name with... If I were in his office. He seemed to understand the gravity of my anger.:(

One part of the source of my anger is that this problem with regards to iBurst and cancellations has been going on for years. It is well documented on this forum - I checked on Saturday after I had made the call. More than two years now...

Jannie, help save your staff from this flavour of abuse. It is really difficult for many people not to be seething after holding for a consultant/representative for a several minutes. Specially when knowing upfront that the company you are trying to talk to has a reputation for the exact behaviour that one is phoning them about.

I don't want to go there tomorrow... I have already behaved in a very inhuman manner.:sick:
At the same time I am tired of businesses behaving as if there is no consequences for treating their clients like dirt...
 
Hi guys.

Apologies for the late response. Was off to the doc quickly.

I see the contract has been cancelled.

NeuralBlade - Please give me a call should you have any further problems.

Thanks
 
Seamus6917.

Please send me your contact detail and account number.

I will get this sorted for you..


Thanks
 
I have sorted it...

iBurst said:
Seamus6917.

Please send me your contact detail and account number.

I will get this sorted for you..


Thanks
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By then I had already resolved to make sure.

I let info@... know not to bother. I have taken action myself via my bank. It won't happen again. They still replied that my funds would be returned in 5-7 days... Another mail sent telling them not to bother...

R27 paid to bank. Problem solved.

Shaun, my temper wouldn't handle making another phone call too well. And I don't like being helped to behave like a mad-man. It is solved. Use the reference number in the thread if you feel you need to check on it.
 
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