Sentech accounts screw-up

[Claymore]

Had an interesting run-in with Sentech's accounts division lately.

They forgot to run their monthly debit orders on 1 September. On about the 14th or so, they phoned me up, and asked if they could run the debit order that night. I didn't have money in that account at that point, so I asked if they could simply run it on 1 October with the October run, and they agreed to that.

That night, they ran it anyway. It bounced, and the bank charged me a R110 fee. I complained, and they said they would refund my R110 if Sentech faxed them to say the debit order was done in error. So I faxed Sentech with the details, asking them to fax the bank.

Three weeks later, I have had several phone calls, and Sentech are still searching for the correct spot on their voice recordings to confirms that I had asked for it not to be done on 14 September. I hate to think how many man-hours they've wasted trying to prevent the bank from refunding me.

The October payment didn't go off either - I queried it, and they said they were going to disconnect me because it was rejected. It was not rejected - it was not put through at all! Anyway, they did run it, plus the September one, and it went through. Idiots.

 

[arf9999]

hahahahaha,

It's a miracle that they even bothered to try and find the voice recording (assuming that they did)!

But your story is not as good as mine. In July my account balance on the reg site showed up as R65000 owing... I downloaded all my invoices from April thru July and they all showed that had been billed correctly, and that my credit card had been debited. After I complained about the R65000 figure, it seems that Sentech reset their billing system and recreated the account. I now have no account history before 1 August, and evidently my contact now has 22 months to run instead of 18.

Anyhow, just to put the topping on the cake, the rebate that was supposed to be passed for me for August, was only processed in September....despite having plenty of time to action it for August. I called and asked for my full billing history in August, so that I could check the payment situation....I'm still waiting.

On around the 20th of September I got a call from someone by the name of Portia from Sentech finance dept, to tell me that they had not processed the September billing on the correct day and could they please put it through on that day. I refused 'cos I was still waiting for the rebate. She said that she'll get someone to call me to discuss. I'm waiting for that call.

I cancelled MyWi on the 7th of October. Actually, to be factual, I requested a cancellation on the 7th of October. When I got home from work on that day, I had an email message waiting for me from Katherine at Sentech Finance. I was hoping that it was confirmation of my cancellation, but no such luck. It was an invoice, showing October billing, together with a September adjustment of about R3700!! So I phoned the next morning and got the following explanation:
"Although we put through the billing to your credit card, the bank didn't process it correctly. So you need to pay us for the full period that you've had MyWireless."

Jeez, the incompetence is amazing (really - I am genuinely amazed by this). Anyhow, I demanded that they get their finance manager to call me urgently to discuss it. That was the 8th, today is the 18th and I have heard **** all from anyone.

The good news is that since it is on my credit card, if they do bill me - I'll just reverse it. It'll take them years to figure it out!

-A

PS: I still have my modem, and it seems that my account is still active..



<i>Sold my soul to the great Satan: Telkom ADSL. Yes they're evil but still better than Sentech</i>

 

[bb_matt]

I think everyone has had trouble with the accounts dept.

It was pointed out some time back by TheRodent I think, that they are using a really rotten piece of accounting software - not sure of the name, but what we've seen so far lives up to this.

At one point, talking to a lady in the accounts dept, it seemed she was manually checking off who had to be billed on an excel printout because something had gone wrong with thier accounting package.

I wasn't billed for the first 3 months and negotiated that amount split over the next 3, meaning I was paying over double for my connection for 3 months which really screwed me up financially.

Bottom line, with Sentech, keep your eye on your account at all times - they are beyond incompetent with thier billing system.

 

[IzZzy]

What was the address to check your account online? The reg. something one....

 

[Headend]

https://reg.mywireless.sentech.co.za/register/index.jsp

 

[guest2013-1]

I requested a credit for the month of october (30th September debit) NOT a rebate (seems it easier to do that)

the money didn't go off my account, but checkit, on the 12th, they "adjusted" my account so that it now reflects that I owe them 185 something for the end of october (for the next month being november)

it's probably the modem cost. cancelling as soon as they install my ADSL

<font size="1">
Selling my soul to Telkom for better internet speeds.

Person Me = New Person();
while (Me.Alive)
{
try
{
Me.Drink(Alcohol.Any);
}
catch (HeaveException h)
{
Me.PrayToCeramicGod();
Me.Promise("Never again");
}
}
Me.Dispose();
</font id="size1">