This is what you need to do
I have been with Iburst for 2 and a half yrs and they have recently just fallen apart. I bought a bandwidth booster last month which didnt get loaded but they insisted it did and they just brushed me off. They debited my acc before I got paid (24th... who does that?) so it didnt go thru, but no-one tried to contact me to let me know of this and they just de-activated my acc. I sent through the online form on their website as I thought I forgot my password. It's been 4 days and I have heard nothing.
The thing is , u can't call the helpdesk, because the call agents are clueless.
Its funny how M-Web, Neotel, Telkom etc etc, are now all competing for the ISP market and Iburst is basically handing their clients over to the competition, because customer care is a priority, believe it or not
(1) Don't get mad, get even!
(2) File a complaint regarding the issue at play with iBurst and clearly request a Reference Number (this is KEY!). If you get bull****ted by the first idiot, hangup and call again and the next moron will come around.
(3) With this Reference Number in hand, contact the ICASA - Consumer Affairs Department. Send your communication via REGISTERED MAIL to the following address:
Consumer Protection Department
Independent Communications Authority of South Africa (ICASA)
Private Bag X10002
Sandton
2146
Therein indicate that iBurst has clearly committed unfair business practice and employed deceptive techniques in their attempt to defraud you. Include your iBurst Account number. Outline the problem briefly and that you are requesting an investigation of the matter without delay and that a CASE number be afforded to you at the earliest.
(4) In 2 to 3 weeks time from that point, you will receive a letter from ICASA indicating a CASE number and thereafter contact iBurst.
(5) Tell iBurst that they are presently under review from the Regulator and that any monies ALLEGEDLY due are without merit and any funds deducted without merit be refunded immediately.
(6) Within a week, iBurst will comply without contacting you (that's their modus operandi).
If MORE consumers did this a LOT more often than mindlessly complaining (with all due respect of course), operators and providers would get their heads out of their asses as now YOUR problem has become THEIR problem as you are hurting their bottom line.
Further to this though, if you want to include a complaint on hellopeter - do so, but be sure to WAIT for the ICASA case number and reference it in the complaint so that they know you mean business.
Best of luck
