*READ FIRST* iBurst Billing & Customer Service Queries

D3x said:
How can I get my banking details removed from iBurst records?
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This is exactly the reason why I asked.

I filled in a change of ownership as I sold my modem to someone else & they wanted to continue using my data. iBurst had changed the name of the contract holder but left my banking details & did not put in the buyers who clearly stated theirs on the forms. Plus, I had to re-forward the change of ownership as they can't seem to find the copy but they can see it was done.

LOL

Typical.
 
iBurst said:
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.
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I got that call and I told your supervisor how crap your invoice statements are. You have one row of an accumulated amount which confused me and elongated this whole process. You are also not allowed to deduct from me on the first of every month but the 25th - which is what i stated on my application form.

Why firstly did i get conflicting statements from different accountants? The first accountant spoke to a supervisor and agreed with me there was a mistake and it wasn't R988 but lower approximately R700. This amount was the accumulated uncapped services you deducted for the months of August and September. Which also links back to that horrible layout of the invoice statement with abbreviations for packages that look like garbage.

You can listen to all those call I had with your accountants and pin-point your flaw.

I asked for my account not to be deducted automatically and a better layout of your invoices. The invoices should be explained outlining each deduction without abbreviations and a long sentence of nonsense.
 
on hold yet again

ok so this morning my mail arrives and guess what............ i get a bill from iburst for R1592. my account has been cancled since may. I phoned iburst accounts at 10:20 am its now 10:40 and nobody has picked up....... can i start invoicing iburst for my cell phone bill???????

what is so damb ****ing hard about cancelling my account?????????
 
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Ok so finally somebody picks up at 10:45 and tells me thats what i must pay and she can do nothing about it??????? so i ask to speak to the manager and she says she is unable to transfer me???????

I am Getting pissed now..... please somebody explain how hard it is to cancel an account...... is the system tooo slow at iburst so it takes a year to cancel or maybe its the employees maybe they have to do it on type writers or something or maybe its some huge and complex mathematical equation that takes the avarge iburst employee months to work out, what ever it is there must be some logical explanation which eludes me (i must be stupid or something) so can somebody please explain to me the advanced complexities in canceling an account and the average wait time for it to be cancelled.......1 year 2 years maybe 3 so i can prepare my self for the next how ever long to fight with iburst and to prehaps medicate my self so i dont go over there and end up killing somebody ><
 
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Fur said:
Ok so finally somebody picks up at 10:45 and tells me thats what i must pay and she can do nothing about it??????? so i ask to speak to the manager and she says she is unable to transfer me???????

I am Getting pissed now..... please somebody explain how hard it is to cancel an account...... is the system tooo slow at iburst so it takes a year to cancel or maybe its the employees maybe they have to do it on type writers or something or maybe its some huge and complex mathematical equation that takes the avarge iburst employee months to work out, what ever it is there must be some logical explanation which eludes me (i must be stupid or something) so can somebody please explain to me the advanced complexities in canceling an account and the average wait time for it to be cancelled.......1 year 2 years maybe 3 so i can prepare my self for the next how ever long to fight with iburst and to prehaps medicate my self so i dont go over there and end up killing somebody ><
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Fur,

Can you please PM me your contact details and iBurst account number and i'll assist you.
 
what I find totally amazing is the continuing commonality in complaints about iBurst:

1. Billing system is totally screwed, still
2. Call Center is massively ineffective - a 25 minute wait is ridiculous. It's not normal, or even acceptable...its a joke. On top of that, it's manned by people that cant answer anything other than the simplest of questions. You would have to have a pre-2000 phone system to not allow transferring of calls to another extension - my guess is that what they are telling you is 'policy'.

Maybe someone at iBurst could furnish us with statistics on the abandonment rate of calls to the support line? My guess is that at a 25 minute wait time, it must be HUGE. i would further deduce that this is likely the case because a) the call center is small and not sufficiently staffed or b) iburst are inundated with calls, which is a bad thing.

Yet we go on, and on, and on with this thing and nothing ever changes. Ronald surely this has to piss you off? Having to deal with pretty much the same nonsense day after day because some pretty essential things in your business just aren't changing? It's alarming I have to say.
 
iBurst said:
Fur,

Can you please PM me your contact details and iBurst account number and i'll assist you.
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Will do but i have done this before and i am sure in 3 months time i will get another invoice from iburst.
 
Markd said:
what I find totally amazing is the continuing commonality in complaints about iBurst:

1. Billing system is totally screwed, still
2. Call Center is massively ineffective - a 25 minute wait is ridiculous. It's not normal, or even acceptable...its a joke. On top of that, it's manned by people that cant answer anything other than the simplest of questions. You would have to have a pre-2000 phone system to not allow transferring of calls to another extension - my guess is that what they are telling you is 'policy'.

Maybe someone at iBurst could furnish us with statistics on the abandonment rate of calls to the support line? My guess is that at a 25 minute wait time, it must be HUGE. i would further deduce that this is likely the case because a) the call center is small and not sufficiently staffed or b) iburst are inundated with calls, which is a bad thing.

Yet we go on, and on, and on with this thing and nothing ever changes. Ronald surely this has to piss you off? Having to deal with pretty much the same nonsense day after day because some pretty essential things in your business just aren't changing? It's alarming I have to say.
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the ironic thing is i used to love iburst and at one stage i was selling iburst contracts to most of my clients then all of a sudden they changed, speeds got crap latency got crap and there support and billing got crap and its like it happend over night.

Another amazing thing that will shock you is that my one client that is on the metranet has to actualy phone iburst for the invoices every month if they dont they get a snide letter 3 months down the line Threatening to cut them off and then the client phones me and asks why does iburst not send them Invoices and why must they phone them and then i look like the idoit that recommeded the system to them

One thing that is a garantee is next year when there contracts expire i will move all my clients over to were all the iburst business staff went too (cant remeber the companys name). I have already had a meeting with them and have actualy all ready tried but since my clients are locked into 2 year contracts i have to wait till next year
 
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I went over to ADSL a few months ago with WA.

I don't need to worry about my account not being debited
I don't need to worry about double deductions
I don't need to wait 20 minutes plus for someone to answer the phone
I don't need to worry about speaking to some uneducated person when it comes to questions about iBurst or any of its services
I don't need to worry about "Will my internet be working when I get home?"
I don't need to worry about forwarding my details onto the iBurst REP so he/she can take it up with someone else
I don't need to worry about slow internet
I don't need to look at orange lights anymore in a modem

Point is: I DON'T WORRY ANYMORE!!!!

Do yourself a favour, if you can move over to ADSL, do it, do it now!
 
It is 1 year now that I tried to get my money back which they stole from me. It is only R150 so I decided to give up. Initially I just wanted my money back as a matter of principle.
Cant tell you how many times have I been told that they will "look into it". Tried all means, Phone, email, HelloPeter, MyBB Forum. And even if I was very upset at times, I kept my cool and never swear at anyone.
I do hope people wanting to sign up see the warnings. Cause I saw them, but thought I will give it a go. Was only a month-2-month, but they clearly know how to mess up anything. Cheers iburst, hope to see you never again.
 
why do they charge me for next months bill when i havent even used this months bandwidth?
 
IBurst Billing - Black Listing

I have now received a letter stating that I will be handed over for not paying my IBurst account, the funny thing, I canceled it 3 years ago and it was a month to month contract. I have decide to take legal action and use the press to the full extent to expose IBurst for what they have done, which paramounts to blackmail, defamation. If you have a similar problem please PM me, I plan and a class action as well as putting up a website exposing them, Its no surprise that they are bankrupt.
 
The_Interconnect_Guru said:
I have now received a letter stating that I will be handed over for not paying my IBurst account, the funny thing, I canceled it 3 years ago and it was a month to month contract. I have decide to take legal action and use the press to the full extent to expose IBurst for what they have done, which paramounts to blackmail, defamation. If you have a similar problem please PM me, I plan and a class action as well as putting up a website exposing them, Its no surprise that they are bankrupt.
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Hi,

Can u please PM me your iBurst account number and i'll investigate for you.
 
Does any-one maybe know why iburst debits my account after i have canceled it, for 2 months nothing then suddenly i get debited for R62.41 ?? for 2 months each.
 
I cancelled my account in November 2009 with iburst, but my account has been debited today with R199. I find this concerning as the signed debit order mandate would not be valid.
This is becoming extremely tiresome, i have had issue after issue with iburst since i cancelled, When is this finally going to be sorted out?
 
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