Spontaneous Contract Renewal

[GreatBigMouth]

Today while browsing around on my iBurst accounts page, I noticed that my contract has suddenly changed to a 48-month contract term, with a renewal date set to August 13, 2010.

My contract expired on August 13 of 2008!! It seems that iBurst have renewed my contract without my consent or knowledge. Phoning their helpdesk is completely useless, as no one bothers to pick up the phone or (here's my favorite) "forwards" my query to the accounts department, who never responds back.

 

[Gekco]

Those contract figures have not been right since the "Upgrade" week end of 14-17 August.

 

[xrapidx]

Just cancel payment

 

[PeterCH]

Just cancel payment

And have his paid-for iBurst modem go to waste?

 

[jannievanzyl]

Today while browsing around on my iBurst accounts page, I noticed that my contract has suddenly changed to a 48-month contract term, with a renewal date set to August 13, 2010.

My contract expired on August 13 of 2008!! It seems that iBurst have renewed my contract without my consent or knowledge. Phoning their helpdesk is completely useless, as no one bothers to pick up the phone or (here's my favorite) "forwards" my query to the accounts department, who never responds back.

Sorry for this. Clearly a bug, please forward your details to Shaun.

 

[GreatBigMouth]

Sorry for this. Clearly a bug, please forward your details to Shaun.

Thanks for clearing this up Jannie.

 

[turisimo]

Same here...I just walked the Iburst mile in your shoes....

Also a victim of SCR (spontaneous contract renewal) - my contract ended on the 15 May 2009 - however Iburst has been billing me a contract rate since May and "myburst" reflects renwal date as 16 May 2011 -

I can understand the challenges of an ISP operating in South Africa, the Sat3 monopoly, the additional costs of maintenace and not owning the last mile etc ,etc - However what you do have control over is customer service on the accounting side of your operations - With the implementation of a new accounts system, hiccups are expected - but when it was realised that contracts are being auto-renewed why not run an extract on your client base and identify the affected clients - if I had not read this post I would have not been aware - now imagine how many other loyal Iburst subscribers have been affected by this and are not aware.....

Iburst customer service leaves a lot to be desired.....

 

[GreatBigMouth]

I contacted Shaun about this matter. Still waiting on his second response so we'll see how it plays out. The other issue I'm having is the same as that of turisimo. iBurst have been charging me contract rates for the past year, even though my contract has expired in 2008.