Who are you and what have you done with Afrihost?

Foukaridis

New Member
Joined
Aug 22, 2010
Messages
5
Hi Gian

I work in IT and my peers and I have for nearly a decade idolized Afrihost
and the sheer level of service excellence that made you guys rise above the
rest. And for the last six months, even prior to my sim getting delivered,
I have experienced the complete opposite. I had less trouble with Telkom.

Let me try to summarize:
I initially had a debit order set up back in December. Unfamiliar with the
new portal, I would topup my data, ticking the box stating “

I understand That I will be charged immediately for this topup and that my
data will expire on the 19th June 2019
I was under the impression making me tick a box meant this was true. A few
days later I receive a threatening mail stating my account will be
suspended as the “Immediate” transactions had bounced. This slightly
annoyed me, but it’s Afrihost I figured. In one of the mails it stated the
following:


Switch to Credit Card Payment

You can avoid future bounces, penalties and account suspension/termination
by switching your monthly payments from Debit Order to Credit Card.
So I did just that. Last month, mid-April, I got a new bank card and
updated my payment details in Clientzone. All good the system said. Again.
Not the case. On the 1st of May, the billing system tried to debit my old
card even though I had deleted that card and set up a new one. This has
been confirmed with accounts. I only became aware of this on the 7th of May
and logged a support request only to be told I can do a Immediate payment
via Clientzone. Duh! I know that. I had mentioned in my ticket that I move
funds out of my savings account into an Allan Gray account and that it
takes 7 days to free that money, upon which I would happily settle. I just
felt that I had done my part and updated my details beforehand and at no
point was I led to believe that that had no affect on coming billing run.
Huh? I responded, as the consultant obviously had not read my whole mail.
No response. Suspended on Voting day. Wow.

Fast forward. I settle with immediate payment that Sunday so I could work
and alas, I’m told only Monday.

Fast forward (and this is where it gets scary):
Last night realised my data is getting low. Last sms from bank said I had
R200 odd available. And being on Credit Card, I was certain I could do an
immediate payment without fear of the bounces, as stated in a mail from
trustworthy Afrihost. So I purchase a R120 LTE topup and R29 data for my
mom and send my girl to go buy smokes.

Now, Imagine my surprise when I saw the two mails from Advtech last night.
I was flabbergasted. I did set up Credit Card payment to avoid bounces.
That’s what was said as quoted above. Surely I was not to blame for the
billing run not automatically updating my details when I did? How? Suddenly
I’m treated like a criminal and fined for bounces? And worst of all, I’m
threatened that if I don’t settle in 24 hours, it’s over. Wait? Because
when I ticked that box stating “

I understand That I will be charged
immediately for this topup and that my data will expire on the 19th June
2019
With Credit Card payment set up, I was assured by Afrihost that it could
not bounce. If there wasn’t enough funds available the top up would just
fail, right? Like when paying for a movie ticket with a credit card. Or any
other thing for that matter. No money. No ticket. But no worries. Topup
successful I’m told. Girl returned and bought smokes and some sweets.

Yet, regardless of everything, sadly, that was not the case and the
frustration I have experienced today trying to relay this has been
terrifying. Telkom couldn’t wreck things worse even of they tried. I just
figured I needed to speak to a human being.

I’ve lodged numerous complaints and every time I’m fed the same useless
response. I even see one of my support tickets has been deleted. What?
What is happening? So I Requested numerous call backs. Finally! Speak to a
really nice lady who totally understood and she was like: “that must be so
frustrating. I’ll put you through to accounts and we’ll lift the impending
suspension and remove the fines and you can arrange something with accounts”
Praise her soul. Get through to accounts and as I start repeating my sad
tale, the line drops. Hoped accounts would call back. They didn’t. So I
requested another call back and created another support ticket. And the
response on the ticket:

“The payment from the account number ending 2164 has been failed due to the
reason "Lost card" and the payment from the account number ending 8858 has
been failed due to the reason "No sufficient funds" .Please contact your
bank for more details. Your account is owing an amount for R 214.00. Please
make the payment as soon as possible to avoid suspension.

And the call:
Told I can make an immediate payment and he’ll speak to his supervisor to
get the fines lifted.

There are currently no funds in my savings account and It takes 5 - 7 days
to move funds from my investments.

How is it possible that after a whole day repeating myself over and over,
that I now sit here on the verge of Suspension with no resolve???

And the audacity that my support ticket just got deleted? Wow. Cmon guys.
I am not in the wrong here. And logical and reasonable human being would
agree. This is not service or how you deal with a 9 year client. And this
is NOT the AFRIHOST that rose above the horror days of Mweb Big Black Box
by providing cutting edge and switched on support within the blink of an
eye. Even at 9 pm on a Friday night.

This is hands-down the worst support I have received, well, ever. This
trumps Telkom and Mweb and even Eskom.

The face of one of my colleagues today when I took him through this
nightmare. I could see he didn’t want to believe that the idolised Afrihost
had become this.

It’s really sad. An impression I’ve carried and reflected for a decade
ruined in 6 months.

And a quick search on Google and my broadband just verified this.

RIP Afrihost. You lasted longer than any other relationship. And I’m gonna
miss you. :crying::crying::crying::crying:
 

now05ster

Senior Member
Joined
Dec 8, 2011
Messages
744
Sorry to hear about your issue. I am also with them and having worked in the customer service industry for over a decade I understand just how frustrating half-read emails are.

I wonder what type of quality assurance their calls and email correspondence has. Is the amount of auditing that takes place sufficient?

As you mentioned some agents are legends. It's just a matter of getting one of them to help you.
 

AfriNatic

Afrihost Rep
Staff member
Joined
Nov 18, 2016
Messages
670
Hi Gian

I work in IT and my peers and I have for nearly a decade idolized Afrihost
and the sheer level of service excellence that made you guys rise above the
rest. And for the last six months, even prior to my sim getting delivered,
I have experienced the complete opposite. I had less trouble with Telkom.

Let me try to summarize:
I initially had a debit order set up back in December. Unfamiliar with the
new portal, I would topup my data, ticking the box stating “



I was under the impression making me tick a box meant this was true. A few
days later I receive a threatening mail stating my account will be
suspended as the “Immediate” transactions had bounced. This slightly
annoyed me, but it’s Afrihost I figured. In one of the mails it stated the
following:




So I did just that. Last month, mid-April, I got a new bank card and
updated my payment details in Clientzone. All good the system said. Again.
Not the case. On the 1st of May, the billing system tried to debit my old
card even though I had deleted that card and set up a new one. This has
been confirmed with accounts. I only became aware of this on the 7th of May
and logged a support request only to be told I can do a Immediate payment
via Clientzone. Duh! I know that. I had mentioned in my ticket that I move
funds out of my savings account into an Allan Gray account and that it
takes 7 days to free that money, upon which I would happily settle. I just
felt that I had done my part and updated my details beforehand and at no
point was I led to believe that that had no affect on coming billing run.
Huh? I responded, as the consultant obviously had not read my whole mail.
No response. Suspended on Voting day. Wow.

Fast forward. I settle with immediate payment that Sunday so I could work
and alas, I’m told only Monday.

Fast forward (and this is where it gets scary):
Last night realised my data is getting low. Last sms from bank said I had
R200 odd available. And being on Credit Card, I was certain I could do an
immediate payment without fear of the bounces, as stated in a mail from
trustworthy Afrihost. So I purchase a R120 LTE topup and R29 data for my
mom and send my girl to go buy smokes.

Now, Imagine my surprise when I saw the two mails from Advtech last night.
I was flabbergasted. I did set up Credit Card payment to avoid bounces.
That’s what was said as quoted above. Surely I was not to blame for the
billing run not automatically updating my details when I did? How? Suddenly
I’m treated like a criminal and fined for bounces? And worst of all, I’m
threatened that if I don’t settle in 24 hours, it’s over. Wait? Because
when I ticked that box stating “



With Credit Card payment set up, I was assured by Afrihost that it could
not bounce. If there wasn’t enough funds available the top up would just
fail, right? Like when paying for a movie ticket with a credit card. Or any
other thing for that matter. No money. No ticket. But no worries. Topup
successful I’m told. Girl returned and bought smokes and some sweets.

Yet, regardless of everything, sadly, that was not the case and the
frustration I have experienced today trying to relay this has been
terrifying. Telkom couldn’t wreck things worse even of they tried. I just
figured I needed to speak to a human being.

I’ve lodged numerous complaints and every time I’m fed the same useless
response. I even see one of my support tickets has been deleted. What?
What is happening? So I Requested numerous call backs. Finally! Speak to a
really nice lady who totally understood and she was like: “that must be so
frustrating. I’ll put you through to accounts and we’ll lift the impending
suspension and remove the fines and you can arrange something with accounts”
Praise her soul. Get through to accounts and as I start repeating my sad
tale, the line drops. Hoped accounts would call back. They didn’t. So I
requested another call back and created another support ticket. And the
response on the ticket:

“The payment from the account number ending 2164 has been failed due to the
reason "Lost card" and the payment from the account number ending 8858 has
been failed due to the reason "No sufficient funds" .Please contact your
bank for more details. Your account is owing an amount for R 214.00. Please
make the payment as soon as possible to avoid suspension.

And the call:
Told I can make an immediate payment and he’ll speak to his supervisor to
get the fines lifted.

There are currently no funds in my savings account and It takes 5 - 7 days
to move funds from my investments.

How is it possible that after a whole day repeating myself over and over,
that I now sit here on the verge of Suspension with no resolve???

And the audacity that my support ticket just got deleted? Wow. Cmon guys.
I am not in the wrong here. And logical and reasonable human being would
agree. This is not service or how you deal with a 9 year client. And this
is NOT the AFRIHOST that rose above the horror days of Mweb Big Black Box
by providing cutting edge and switched on support within the blink of an
eye. Even at 9 pm on a Friday night.

This is hands-down the worst support I have received, well, ever. This
trumps Telkom and Mweb and even Eskom.

The face of one of my colleagues today when I took him through this
nightmare. I could see he didn’t want to believe that the idolised Afrihost
had become this.

It’s really sad. An impression I’ve carried and reflected for a decade
ruined in 6 months.

And a quick search on Google and my broadband just verified this.

RIP Afrihost. You lasted longer than any other relationship. And I’m gonna
miss you. :crying::crying::crying::crying:
I'm so sorry that you have been struggling with your account like this. I can see that you are really frustrated and for this, I'm so sorry.

From what I can tell from what you have said. It looks like when you changed your banking information you did it when we were in the billing run. Our billing run starts on the 15th of the month. This means if you changed your billing information on the 16th of June it will take effect on the 1st of August.

Since your billing information change is only effective at the 1st of August, we would still only use your old banking information to process any charges against your account.

When you make an immediate payment it means that we submit your payment to the bank immediately, it can still take a few days for the charge to be made by the bank.

I would still really like to take a look at your account and double check everything. Please send me a PM with your account information so I can jump into this.

Hopefully, we can get this sorted out.
 
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