Octotel review: Refund due

14Jun22: WebAfrica approved my application for Somerset Lakes with Octotel being the provider.

15Jun22: Billed R499.00 for the router and R249.00 for the delivery.

17Jun22: Router received.

22Jun22: Chased up as no further feedback received. SLA stated 14 days from approval, so 28 Jun is expected switch on.

05Jul2022: Received the following email:

Good day,

We have hit a snag in your Webafrica Fibre order.

Octotel has notified us that they are Fibre ready within the area.

They have advised that they are not fiber ready within your complex, this can be due to one of the below reasons:

1. It appears that another fiber infrastructure provider had placed their Fibre within the building and Octotel is unable to proceed any further.

2. They are unlikely to get their equipment in due to your body corporate or estate managers.

We have now canceled your Webafrica fiber order.

We do urge you to visit our website https://www.webafrica.co.za to view any alternatives in the meantime

We apologize for any inconvenience caused.

Regards

The Web Africa Fibre team

05Jul22: Sent complaint email to customer service.

06Jul22: Recevied a call from customer service to apologise and explain. They blame Octotel and Octotel has blamed WebAfrica, either way not acceptable. Followed up with an email requesting my bank details for the refund. It will take place as soon as they have the router in their possession - again not acceptable. I immediately replied with bank details and expressed my dissatisfaction.

07Jul22: Billed R500.00, not sure what for considering they notified my of my cancellation on 5 Jul 22.

12Jul22: Router still in my possession and no refund. Received a follow-up email from customer service, again apologising.

13Jul22: I sent a follow-up email advising that the router was still in my possession and once again provided a collection address.

14Jul22: Customer service replied to my email of 13 July 22 asking for a collection address - really! I responded same day. I also received and email with a credit invoice for R499 and a Debit note: ZYXEL EMG3525-T50B Clawback for R999

18Jul22: Chased up with customer service as router was still in my possession. No reply.

19Aug22: Router still in my possession, no refund, so I chased up again.

My partner has also made numerous posts on Twitter without resolution.