Altech Autopage / Poor customer service
I would like to tell you a story about the worst customer service I have ever experience.
Six years ago I took out a cell phone contract with altech autopage in cape town. The telephone number involved is [protected] and it was a cell c casual chat contract.
The problem started 3 years ago when I sent my nokia 3200 in for repairs to have the joystick fixed. I was told to wait 6-8 weeks and after 10 weeks I was called to pick up my phone.
When I arrived at the store my phone was not fixed and I was told that they do not fix water damaged phones!
I argued with the gentleman that that was ridiculous as my phone worked fine.
I left the store furious and went to a cell phone shop down the road. The reason I didn’t do this in the first place was because my phone was still under warranty. The gentleman fixed my phone in front of me in less than ten minutes and charged me only r40.
To my surprise the end of the month I receive a statement that for r148 form autopage and guess what it was for? A cellphone repair charge! Outraged I called the contact center to query this matter. I was sent from department to department spending literally hours on the phone costing me triple the charge of my query.
I advised autopage that I wasn’t going to pay this amount. After almost 3 months of emails and phone calls I was finally told that the charge would be reversed. My line was obviously suspended for these three months and I was advised I need to apy an amount of r296 to get my line reactivated and buy a sim card of r110.
Frustrated I deposited r296 in the bank account details provided to me and line was reactivated in december 2017. I used my line all december long. On the 03rd january 2017 autopage debited my bank account for r296. I spent hours again on the phone to query this and was told it was the amount I had to pay to reactivate my line.
I told the supervisor that I deposited this money already and even emailed a proof of payment to her. She then acknowledged my argument that they made a mistake and advised me I would get a refund in 14 working days.
After 3days my line gets disconnected. When I spend another few hours on the line I was told that my line was disconnected for non-payment! Can you believe that?
I had to battle again with different departments and supervisors and after 3 months my line was reactivated but I still couldn’t get my r296 refunded. I had to buy another sim card of r110 off course.
I was advised that my money would hold as deposit and I would only get it back after my contract ends. I asked the supervisor if they could use it as a credit on my account and just deduct my monthly charge from it but his was apparently not possible.
I had one and a half years left on this contract and could hardly wait for it to finish.
I checked on the internet and it showed me that my contract ends on the july2011.
I was informed in january 2017 when I called to ask when I need to confirm my cancellation and was advised to do so in may, 2 months before the contract ends.
In may I called and did this only to be informed by a consultant that my contact only ends in august and I need to call end july to confirm cancelation. Being skeptical I called twice more to confirm this and was advised the same thing. I asked why I states on the internet that my contract ends july2011 and they see otherwise? I was advised it was a technical problem.
I was on a reduced subscription of r15 per month and to my surprise I see on the internet a bill for august 2017 of r149. When I queried this in august I was informed again it was a technical problem and I don’t have to worry. I would only be charged r15 excluding calls and I would get my r296 deposit which was held transferred into my bank account from which they debit my account. The consultant nicely reconfirmed my bank account information.
Come end of august I was charged r149. Another few hours on the phone and finally again with a supervisor I was told that my contract ended in july and this was a normal subscription for my line rental in august!
I was furious. I asked about my refund and the lady said they only owe me r13. She said that she would send me a reconciliation email of my account stating all the amounts they deducted and what is left what they owe me and it would take about a week. The supervisor who told me this is charmaine from their accounts department on the 01 september 2017 @ 15:48 with reference number a11090115479.
After a week on no response I decided on the 11th september i’m not going to waste anymore time and money on the phone and decided to go to the auto page store in parow center in cape town.
The consultant, nadeem smasodien kind of listened to my story and made copies of my id and online printouts I had and advised he will send it to his head office. He asked me to email me a brief description of what happened which he would forward to their head office.
He took down my number and email address and promised a call back on monday when the head office was open.
I received once again no call on monday. After sending him an sms the tuesday I received an email that he would get back to me when he receives feed back from his head office.
Being in the call center business myself I advised him how poor this kind of customer service was and he didn’t even respond.
I received no reply from him and decided to call him on the tuesday 27th september to ask what was happening.
He advised that he wasn’t in the office and would call me back the next day. I received a call from him at 10:25 on 28th september.
He advised me there was nothing he could do. He was advised I need to call the accounts or legal department to sort this matter out.
I just need to be persistent and keep calling them.
At this stage I gave up!
More Altech Autopage Complaints & Reviews
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- Altech Autopage - Fraud/theft
- Altech Autopage - Expired cellphone contract
- Altech Autopage - Useless 
- Altech Autopage - Repairs and repairs and repairs 
- Autopage - No customer service
- Altech Autopage - 3G data
- Autopage - Unable to de-activate sms roaming
- Altech Autopage - Retention department
- Autopage Cellular - Incorrect debit orders