Pathetic Service

[MattK1111]

I moved house and requested for my fibre line be moved to my new address and the old address be cancelled. When checking my bank statement I noted that I was debited 2 amounts in August 20 and a double billing was deducted 1/9/20. Prior to the double billing being deducted from my bank account I requested that a senior consultant call me to resolve the issue. He then told me that I needed to cancel the previous address fibre line via the app which I did but it said the cancellation date is 30/09/20 and that only I as the client can cancel the previous subscription on the app. I stated that this was not told to me and he advise that the billing/ accounts department manager would listen to the content of the call and return my call in 24hrs max regarding the content of the call and the resolution. I have not received any call, email, sms or any type of communication advising of anything yet my account was debited without fail. This is the 1st time I've ever received this disastrous service from Afrihost and I'm extremely disappointed to say the least. Pathetic that a manager of the accounts department has still not called back and this is more than a week ago.

 

[deweyzeph]

There's no such thing a fibre line migration or move. As you've discovered, you need to cancel the old line and order a new one. It sounds like you ordered the new line, but neglected to cancel the old one.

How to move your Fibre to a new address | Fibre Broadband | Afrihost Help Centre

There is currently no relocation process for Fibre. Cancel your current Fibre services and sign up for Fibre at your new premises.

help.afrihost.com

 

[AfriNatic]

I'm really sorry for the bad support you have experienced from Afrihost.

I would like to assist on the matter. Can you send me a private message with the details and your clientzone email so I can have a look at what transpired. If we are in the wrong I will have accounts credit the charges.

 

[MattK1111]

There's no such thing a fibre line migration or move. As you've discovered, you need to cancel the old line and order a new one. It sounds like you ordered the new line, but neglected to cancel the old one.

How to move your Fibre to a new address | Fibre Broadband | Afrihost Help Centre

There is currently no relocation process for Fibre. Cancel your current Fibre services and sign up for Fibre at your new premises.

help.afrihost.com

@deweyzeph- if YOUR staff was trained by adequately and advised me when I called in to activate the new line and what the process was to cancel etc, I would not be in the situation I currently find myself. I was not advised that I as the client need to cancel the line / subs at my old residence on the app. The reason I called in was because I wasn’t aware of what to do and as we’ve discovered, YOUR staff( Billing) did not advise me to do so. I’m still wait for the billing manager to call me to reveal the content of that call. I suppose that will happen when cars can fly.

 

[DapperDanMan]

Yeah, take that deweyzeph!

 

[SHL]

@MattK1111

 

[|tera|]

Yeah, take that deweyzeph!

You're a little sht poster this month

 

[AfriNatic]

Thank you for the info. I will investigate an get back to you. I have sent you an email from my own email address so I can get your issue resolved asap.

 

[DapperDanMan]

@AfriNatic Don't take one for the team by taking the fall for @deweyzeph yet - he has not even had the opportunity to defend himself, and he would probably want that opportunity, you know?

 

[DapperDanMan]

You're a little sht poster this month

(Un)fortunately, my efforts get @Ninja'd by @Ninja and @Goosfrabba and especially @gottagoon every month. . .

 

[AfriNatic]

@AfriNatic Don't take one for the team by taking the fall for @deweyzeph yet - he has not even had the opportunity to defend himself, and he would probably want that opportunity, you know?

I have moderator permissions in the section

 

[DapperDanMan]

In before ban, locked thread, etc!

 

[Ninja'd]

(Un)fortunately, my efforts get @Ninja'd by @Ninja and @Goosfrabba and especially @gottagoon every month. . .

 

[DapperDanMan]

@|tera| See what I mean??

 

[AfriNatic]

In before ban, locked thread, etc!

I won't do that but a trending thread for pathetic service is probably not a good look.

 

[Zuner]

 

[deweyzeph]

@deweyzeph- if YOUR staff was trained by adequately and advised me when I called in to activate the new line and what the process was to cancel etc, I would not be in the situation I currently find myself. I was not advised that I as the client need to cancel the line / subs at my old residence on the app. The reason I called in was because I wasn’t aware of what to do and as we’ve discovered, YOUR staff( Billing) did not advise me to do so. I’m still wait for the billing manager to call me to reveal the content of that call. I suppose that will happen when cars can fly.

While I'm flattered that you think that I work for Afrihost, I must ,unfortunately, and with respect, inform you that I have no association, employment-wise, whatsoever with Afrihost. I am, however, a proud customer of 11 years, so I do feel the need, where it's warranted, to defend Afrihost.

 

[N@t3]

Afrifail at it again hahahaha.

 

[deesef]

While I'm flattered that you think that I work for Afrihost, I must ,unfortunately, and with respect, inform you that I have no association, employment-wise, whatsoever with Afrihost. I am, however, a proud customer of 11 years, so I do feel the need, where it's warranted, to defend Afrihost.

Sorry for the misunderstanding, I see now that you are actually a shareholder..

 

[deweyzeph]

@AfriNatic Don't take one for the team by taking the fall for @deweyzeph yet - he has not even had the opportunity to defend himself, and he would probably want that opportunity, you know?

Thanks. I'm not sure what I'm supposed to be defending myself against. I don't even work for Afrihost.