*READ FIRST* iBurst Billing & Customer Service Queries

Bosvark@ said:
You guys need to up your game a little in my opinion. Who is the Financial Manager / Director for iBurst - I think these clients need to send him some emails.
Click to expand...


The refunds would've been done yesterday - NOTHING YET! Bosvark@, if it only was that easy, but having tried that myself, is like walking into a brick wall. In the past when I got tired of getting no customer service, I rant and raved on this forum, my complaint got escalated "higher" up, then the "higher up" person called me back in four or five days, he promised me the moon and earth, but when I asked him to put his conversation with me in an e-mail as reference, he said that this is not their policy to give out their direct e-mail addresses to clients. When they receive a complaint, they will phone the client. Now what if they don't receive that complaint when the HelpDesk, which is the only direct link between the company and the client, don't escalate the complaint, or simply don't even respond in the first place!

Another irritating custom is that people from the HelpDesk and Accounts Department often send out non-committal responses - e-mails without a personal signature. You never know who to address, because the e-mail is sent from The HelpDesk Team, or The Accounts Department. Nobody cares to take ownership and responsibility for a customer's complaint and deal with it till it's solved.
 
D3x said:
I suggest ALL iBurst users who have Debit Orders, go & cancel them & set up a scheduled payment (EFT). This is going to happen again, mark my words.
Click to expand...


I also want to cancel my debit order, but the thing is, that iBurst has to cancel the debit order from their side too, otherwise I have to do this every 3 months to ensure that the debit order remains cancelled.
I simply cannot rely on the Accounts Department - following the history of them debiting accounts even after they'd been cancelled or making deductions even when a debit order has been cancelled.

I promised myself that once the next double deduction occurs, I will make an effort to find out what I can do about this shoddy, non-existent service of iBurst. We have a mutual agreement - I pay them for a service which includes good customer service which clearly I, amongst hundreds of others, don't receive.
 
Guys this is absoluut B*LLS*t. They deducted all together more than R2000 from my account this month due to their manual error. They now need to pay back just over a R1000. Its almost been a week. It is extremely unfair and there must be something we can do about this. I mean common, double billing all their customers must end up at a massive amount of money, which they keep for week. Someone over there needs to be fired or locked up.
 
They have to be the most retarded incompetent company that has ever existed in SA.

To all other companies who feel they give terrible service. Just sign an iBurst debit order & you will soon feel better.
 
D3x

They have to be the most retarded incompetent company that has ever existed in SA.

To all other companies who feel they give terrible service. Just sign an iBurst debit order & you will soon feel better.
Click to expand...

I agree.

They don't deserve your patronage, guys.
 
From the iBurst website:

Good Day Valued Customers,

A small percentage of our customers were regrettably double billed on the 3rd of September due to a debit order glitch.

We would like to apologise profusely to those subscribers who have been inconvenienced by this.

We are currently working on refunding each and every one of you over the next few days, and this will be completed by 13 September 2010 at the absolute latest.

As a small token of our appreciation of your understanding, 500MB of data has also been allocated to your account in order to compensate for this inconvenience.

Kind Regards

The iBurst Team
Click to expand...

http://www.iburst.co.za/default.aspx?link=new_latest_news&blogs=169
 
I would rather have them keep their 500MB & fix their service than live with this service & get 500MB data.


iBurst have 2 types of debit orders going to the bank. I think its contractual accounts & another set. This would not be the first time some village idiot signed the same one twice & sent it off to the bank, again. My friend falls into the other group who has not been debited yet but we were debited twice!

YOU SUCK!
 
i contacted the accounts department and they said they will refund me by friday even though i got a message from iburst from mybroadband saying it should have been done this past monday.

apparently they are conducting an investigation, maybe they could share these results with their customers instead of making up lousy comments and a puny 500mb data add on.
 
eltherza said:
I've just been charged R982.23 for a 5GB account.

Firstly, how do you get 23c? I've never seen any option on iBurst that has cents.
Secondly, I have not received an invoice for this month.
Click to expand...

Invoice says 445.00

Iburst have now charged me and additional R140 MORE.

Looking at my statements, it seems that R982.23 is the exact amount in the invoice for april, my statement for september shows a payment of R140 (and correctly so)

So it may seem that iburst ran Aprils debt order on me again. I'll be going into iBurst tomorrow to get an explanation.
 
Last edited:
Refund is in I see. I an not going to say thanks cos it should never have been taken off in the first place.

You guys should try get it right this month.
 
eltherza said:
Invoice says 445.00

Iburst have now charged me and additional R140 MORE.

Looking at my statements, it seems that R982.23 is the exact amount in the invoice for april, my statement for september shows a payment of R140 (and correctly so)

So it may seem that iburst ran Aprils debt order on me again. I'll be going into iBurst tomorrow to get an explanation.
Click to expand...

Eltherza,

Kindly send me your iBurst account number or Username and i'll escalate to our accounts department.
 
Eyenstyn said:
I haven't received any refund....
Click to expand...

All accounts that were double debited in error have been refunded, i've requested our accounts department to check your account i'll give you feedback shortly.
 
Eyenstyn said:
I have not been refunded!
Click to expand...

As per my PM I have escalated to our Finance Department to investigate as your refund was supposed to have been transferred on Monday.

I apologise again for the inconvenience caused.
 
I want to pay my iburst accout manually. Can this be done?

I recieve conflicting views from different accountants in different months. I was first told there was a mistake on my invoice and they wont deduct that amount indicated. Now they send me an excel spreadsheet which says otherwise and the amount deducted was correct.

I have a problem with iburst claiming things on this public forum when clearly they do not live up to their promises to their clients. I waited a week before they came back to me and said that there was no refund when previous accountants said there was.

There are also issues of who said what over the phone and why the invoices dont reflect that. I am extremely disappointed with this service!

I hate Telkom but I hate Iburst even more!

The accountant rep on this forum talks very condescendingly to iburst clients. Please talk like an average person and use adequate language!
 
Eyenstyn said:
I want to pay my iburst accout manually. Can this be done?

I recieve conflicting views from different accountants in different months. I was first told there was a mistake on my invoice and they wont deduct that amount indicated. Now they send me an excel spreadsheet which says otherwise and the amount deducted was correct.

I have a problem with iburst claiming things on this public forum when clearly they do not live up to their promises to their clients. I waited a week before they came back to me and said that there was no refund when previous accountants said there was.

There are also issues of who said what over the phone and why the invoices dont reflect that. I am extremely disappointed with this service!

I hate Telkom but I hate Iburst even more!


The accountant rep on this forum talks very condescendingly to iburst clients. Please talk like an average person and use adequate language!
Click to expand...

Eyenstyn,

You were not refunded due to the fact that you were billed correctly. I sent you feedback from our accounts department and an account summary which clearly shows and explains what you were billed for.
I have requested that one of our accounts department supervisors contact you, they will contact you shortly.
 
You must log in or register to reply here.
Back
Top
Sign up to the MyBroadband newsletter
X