OpenWeb misunderstanding upon cancellation

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Hi MickZA,

Because the system did not correctly flagged the account (our mistake), it treated it as an active account, thus the client was not disconnected.

We have contacted our supplier to disconnect the former client from the account.

MickZA said:
A question for MrBEEP.

Is there a technical reason why you could not have disabled the OPs account at midnight on the 31st Jan (or any time prior to that if they got a full refund)?
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+1 to the customer for complaining, glad you got your issues finally sorted and good thing OpenWeb at least admitted their fault. But we are in 2011, if the customer's account has been terminated, you don't need to be replying on MyBB with "Please stop using the account." Imagine how dumb this is going to sound in a few months; Do you not have a system that can block the access to an account? Freeze it? It's almost hilarious reading this thread.
 
We do. However, thanks to Telkom, it does not work effectively. The commands are mostly ignored.

VioAdmin said:
+1 to the customer for complaining, glad you got your issues finally sorted and good thing OpenWeb at least admitted their fault. But we are in 2011, if the customer's account has been terminated, you don't need to be replying on MyBB with "Please stop using the account." Imagine how dumb this is going to sound in a few months; Do you not have a system that can block the access to an account? Freeze it? It's almost hilarious reading this thread.
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@MrBEEP

Slightly off topic but depending on your answer it can add value to this thread.

Do you accept EFT payments on your month to month accounts, your equivalent of the Axxess R19/GB accounts?
 
Hi MickZA,

Yes we do :) EFT and debit order

MickZA said:
@MrBEEP

Slightly off topic but depending on your answer it can add value to this thread.

Do you accept EFT payments on your month to month accounts, your equivalent of the Axxess R19/GB accounts?
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On the topic above,
The user should not be using the account if he wants a refund.
This has happened to me b4 with OpenWeb but they were very quick to refund me.
WebAfrica has also doen this to me b4, no ISP's are exempt from the accosional error.

I am going to say something that sum may not like but its true.

Openweb's service lately is not the best lately in terms of communication.

BUT

They have been pioneering South African internet from the beggining offering the best accounts for your buck and pushing the limits and competeing agaisnt other isp's making the internet better for all of us. There are many things that I can remeber them being the first to offer in this country allways trying to help the South AFrican with an account better suited to his needs.

I recently recommneded them to a client, the client has been moaning to me with regard to their phone support system and other coms methods but I have assured the client once everything is up and ruinning it is worthwhile using them as an isp.

I will allways reccomend you to my clients.

-

Openweb, from an old SA Internet user you guys have earned my respect far above any other ISP.
I hope you guys can mebe upgrade your support systems slightly. You would def be the best ISP in SA if you did.

:)

PS: On my new laptop without spell checker, soz for spelling ;)
 
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MrBEEP said:
Hi MickZA,

Yes we do :) EFT and debit order
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As a EFT purchaser of bandwidth I know that the onus is on me to pay or cancel my account timeously to avoid disconnection or liability for the next month billing.

Automatic debit order/credit card billing with pro-rata is a grey area, you admit you slipped up with the cancellation but it could also be argued that are within your rights to bill for Feb because the OP is still using the account.

From the single post I think we can assume that the OP is no longer using the account (for whatever reason) and did not bother to purchase bandwidth with another ISP - just pushing their luck until it got turned off.
 
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while it has to be accepted that openweb made a mistake, surely this guy is also in the wrong for continuing to use the account while in the process of asking to be refunded. it seems to me to be fraudulent use of the account.
 
milomak said:
while it has to be accepted that openweb made a mistake, surely this guy is also in the wrong for continuing to use the account while in the process of asking to be refunded. it seems to me to be fraudulent use of the account.
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The account has been disabled. It's not my problem that they can't manage their own connections, it's rather hilarious to be honest. There's money deducted from my credit card and I have to wait until it's refunded. Who is going to pay the interest on my card for that amount while I sit and wait, but it's supposedly "fraudulent use." I think it's pretty "fair use" if you ask me.

As far as I'm concerned I'm rather happy with how it's been handled. I just don't understand why I have to come post on a forum to get a response. OpenWeb made a mistake. They fixed it. Can we all move on now? Thanks MrBEEP for handling this.
 
TBH I think both parties have a valid case and if my clients were in the same boat they would all argue the OP's case to the fullest and I would not have a recourse. If my client had been refunded in the correct manner and he continued to use the account after cancellation, it really would be my fault for not closing the account, that is the way I see it I guess.

At least its sorted now.
 
Grep said:
TBH I think both parties have a valid case and if my clients were in the same boat they would all argue the OP's case to the fullest and I would not have a recourse. If my client had been refunded in the correct manner and he continued to use the account after cancellation, it really would be my fault for not closing the account, that is the way I see it I guess.

At least its sorted now.
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It was a childish post to start with.
 
laichzeit0 said:
The account has been disabled. It's not my problem that they can't manage their own connections, it's rather hilarious to be honest. There's money deducted from my credit card and I have to wait until it's refunded. Who is going to pay the interest on my card for that amount while I sit and wait, but it's supposedly "fraudulent use." I think it's pretty "fair use" if you ask me.

As far as I'm concerned I'm rather happy with how it's been handled. I just don't understand why I have to come post on a forum to get a response. OpenWeb made a mistake. They fixed it. Can we all move on now? Thanks MrBEEP for handling this.
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if you had not used the account you could have asked for refund plus interest. the interest is probably far less than any usage you did.

the point is this - if you want a refund form a product, if you then use it while demanding a refund, it significantly reduces your position. thankfully this is a small amount. but the fact you have got a full refund and used some of the account would most likely mean that you would have had to give back under unjustified enrichment. agagin this is a small amount so the only thing openweb can really do is refund you.

but your moral stance in this matter is compromised i would say.
 
MrBEEP: I Agree the guy shouldn't have been using the account but if the emails he posted are true you customer service does in fact stink.
 
Fudzy said:
MrBEEP: I Agree the guy shouldn't have been using the account but if the emails he posted are true you customer service does in fact stink.
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The refund was processed prior to the OP first post here. OP cannot find the email regarding the refund.
 
MickeyD said:
The refund was processed prior to the OP first post here. OP cannot find the email regarding the refund.
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Irrespective, he's not representing his company well. Sure the fanboys will disagree.
 
MickeyD said:
The refund was processed prior to the OP first post here. OP cannot find the email regarding the refund.
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Fudzy said:
Irrespective, he's not representing his company well. Sure the fanboys will disagree.
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we also have to trust the word of a customer who says he didn't receive an email yet was using an account that he supposedly didn't want for the month.

sure openweb should have handled this thread better (as they are supposed to professional), but i think it still doesn't mean we can't take a pop at the customer. whose actions i still maintain are at the very least borderline.
 
after reading all this - why didn't Openweb just cancel the clients account when he asked it to be cancelled? It would seem stupid to cancel the payments but keep the account active??? so won't the fault be on Openweb side then?
 
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