Folks, I've sent an PM to Cell C regarding all of the below but think it only fair to share the content of the PM with the forum as well (certain personal details are omitted). I'd prefer not to start yet another thread about this but may link to this post in other RBM threads if applicable:
These weird content charges are just a part of a much larger frustration we've experienced since my wife has signed up with RBM. If you don't mind I'm going to give all the facts (not just those related to INTEG101) just so you understand the scale of our frustration.
Motorola Defy hardware problem:
- I signed my wife up for a RBM 200 contract at Cell C Centurion (the smaller store) on the 26th of June, 2011.
- She decided on the the Motorola MB525 but roughly 8 days later the speaker started making scratching noises during phone calls.
- The problems arose outside of the 7 days grace period so the phone was handed in at Cell C centurion (larger store) for repairs.
- I checked in three times in the following weeks to find out how the repairs were progressing. Cell C couldn't tell me anything on the first two occasions. On the second occasion the Cell C store manager kept on insisting that Blackberries take longer to repair and that was causing a delay. I showed him on the repair slip that this was a Motorola. I pointed it out twice. He was adamant it was a Blackberry? I left the store in frustration.
- On the third visit to the store I was once again told they had no idea what the progress on the repair of the phone was. I made a fuss in-store and five minutes later they told me the phone would be ready on Friday, 29 July.
- On Friday, 29 July my wife returned to the store to pick up her phone. She immediately noticed a large scratch on the screen and spoke to the manager - Neville - about this. He apologized and told her the phone would have to go back for repairs. He promised to phone her personally by the next Friday (5 August) with an update. The call never came.
- I finally had the time to return to the store yesterday. As soons as I showed the repair slip to Neville I noticed his shocked expression. He had clearly forgotten but blamed one of his assistants for not phoning my wife back. He frantically made some calls to the repair centre. I got the impression they hadn't done a single thing since the phone was again returned. He promised the phone would be repaired and returned by next Monday (22 August). My wife has now gone without her phone for nearly two months.
Content Service and Statement Problems
- On the Monday, 15 August we finally received out first RBM bill. This is also close to two months on?
- I checked the itemised billing that evening and notice the daily INTEG101 content service charges for R4.38 a day. I phoned RBM the next day and ask about the service. I ask the agent I'm speaking to why I'm signed up to this. She says she can see my wife uses the internet a lot on her phone so she must have signed up? My wife hates these things and only uses the internet to check facebook but the agent is adament about this. I ask them to cancel the service and give me a refund. They tell me the service can be cancelled but no refund can be given. They tell me I must phone Integrate to get a refund myself at my own expense. They give me the number to call and say I can call any time - it's open 24 hours. It's actually only open weekdays 8 - 5 as it turns out.
- I also ask them about the RBM statement itself. The agent I'm speaking to can't give me any answers so I ask to speak to a supervisor - Regina. After many bumbled explanation attempts I finally understand what how the billing works. She grows very impatient with me because of my repeated requests for a clearer explanation. I also ask why my name is listed as Martin ********** in one part of the statment and as Vulani Hlomane in all other parts? They can't explain this but promise to call me back within two days. This ofcourse never happens.
Integrate Problem
- I phone Integrate to try and organise a refund on the content service charges. It turns out I have to cancel the service with them as well as RBM never did this as they promised they would. Integrate cancels the service but refuses the refund. They say I signed up for the service on 23 June 2008. I explain to an agent and then a team leader - Lerato - that I only got the contract (with the brand new number) on 26 June 2011. They keep asking me who signed up for the service then? I keep explaining I wouldn't be able to tell them as my wife has only had the number for less than two months. They even confirm that nothing was charged on the account for ages and then charges were resumed on the day I got the contract for my wife. They still want to investigate before giving me a refund? They promise to phone me back the same day. It two days later and they haven't phoned me back yet.
So this has been my experience with Red Bull Mobile in the past two months. The RBM 200 offer is brilliant value for money but the service leaves a LOT to be desired. I've signed up for a RBM 200 contract myself in the meantime so this wall of text is really not an attempt to sabotage them but hopefully to prevent this situation from happening again in future.
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