Neotel — Bad service and other
I got a Neotel telephone around 2009 after I decided that not to get a fixed line. Al went well and after my initial contract ended in 2011, I decided that it might be a good idea to move to a different plan. That was a mistake...
The plan that I moved to was a R 99 per month special that was running, only thing required was that you bought the device (telephone). As I got the device as part of my initial contract and it already belonged to me, I did inform them that I had a device and they assured me that they would not bill me for the device.
The next thing I know, my email stopped working. I phoned Neotel and after talking to several other people, I was finally put through to a technical consultant that informed me that they had to delete my mail profile and recreate it in order to move me to the different plan. I am in the IT industry and that is a load of crock, as it is possible to move a mailbox in Exchange without having to delete it. All would have been fine, had they not deleted the 5 emails that were still in the mailbox, which was lost and they could not recover.
After admitting defeat to incompetence, I then got my bill at the end of that month, and I was billed for the device.
Call after call no-one could help until I finally got through to a person that informed me that they have to invoice the amount or they cannot put you on the price plan. Incompetence again.
After several fights, they finally admitted in making an error, but the solution proposed was that they would let my account lie in credit for the amount and subtract my monthly charges from that. I was on debit order which was my first mistake in all of this but that basically came down to fraud as they took an unauthorised amount from my account. The amount is negligible, but it is the principle of the issue. Only after I threatened with legal action was I refunded.
From there things was OKish. I never used the phone for calling as I needed the internet access but not broadband and the Neotel speed was enough. Then in the beginning of 2012, the internet connection speed became almost slow enough to believe it is a dial up connection. Upon ensuiring, I was informed that there was no Neotel broadband coverage in my area. I find it strange that the connection speed seemed to drop by around 70% but there was no way of convincing the once again incompetent guy on the other end of the phone.
I decided to get a HSDPA router and got a contract with Vodacom, and my internet connection issues came to an end immediately. I did however decide to keep the Neotel line going to ensure that all my email contacts get my new address.
In June/July of 2013 I changed banks, and I phoned Neotel to change my banking details. I have multiple accounts that run of debit orders, and I had no issues. Neotel however informed me that I had to send a letter, which is kind of expected, but also a letter from my new bank and I needed to RICA again. This after there is a recorded voice that tells you that all calls are recorded. I refused to send any of the requested items and told the once again incompetent agent that I will merely stop the payment and they will not get their money. Funnily enough that they then decide to change my bank details as requested.
I then in middle November of 2013 sent them a cancellation letter. On phoning them, they tell me that I had to give a reason for disconnection. REALLY?
My phone was disconnected on around the 21st of December and I am finally rid of them. But here is the kicker... They have not as yet deleted my mailbox and I can still access the mailbox on an account that shouldn't exists anymore. Once again, incompetence.
Any prospective new Neotel customers, need to really consider rather not going this route.
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