This is how a month in my life has been with RSAWeb as my ISP. On the 26th of June I used the paygate on their website to pay my internet in full for the month, R755. Then, on the 1st of July, a debit order comes off my bank account. Another R755 is taken. Upset, I get in touch with their accounts department, dreading the interactions I am about to have, as the last time this happened it took 2 weeks to fix. First I get connected with RUSHDA (3 July ), I provide her with details and bank statments showing the double charge and ask for a refund on the second amount taken from my bank account. She tells me the payment needs to be allocated to my account and that she is converting our chat into a ticket so that the finance clerk can assist with the matter, then gives me the reference number for the ticket. A week goes by and I hear nothing back. So I once again get in touch and get transfered to the accounts department. This time I speak to AMANDA MPOKELA ( 10 Jul), who I repeat the story to, provide bank statments etc to prove I am owed a refund and ask once against for one. She tells me that she has escalated the matter to her manager for further assistance and that is the end of the live chat. 1 day passes and I receive word back from AMANDA MPOKELA via email (11 July) saying the payment has been allocated, she has requested a refund and it will take 5-7 working days to come through. At this point I am thrilled to finally see progress, however my celebration is short lived. Over a week goes by, I wait the 5-7 working days, however my refund is nowhere to be seen. So I send a follow up email to AMANDA MPOKELA (21 July) asking for a status update. I do not get a response for hours. So I phone in and ask for an update from another consultant who tells me she has left a message for AMANDA MPOKELA as well as escalated my query for someone to get in touch with me. Then, at the end of the day (still July 21) I finally receive a response from AMANDA MPOKELA and she tells me the refund will only be "actioned" on Tuesday 25 July. In other words, my refund, that I have now been requesting for ALMOST A MONTH, has not been requested or processed by anyone despite what I have been told so far and I need to wait a further 2-3 days only for it to be sent out. And there is 0 garantuee that it will even be sent off this Tuesday. The utter disregard for customers money their accounts department has is astounding. You are a loyal customer who pays your bills on time and sometimes even earlier than required and they are more than happy to take your money. But once the word REFUND is mentioned, their consultants suddenly become incompentant and unresponsive, because they are hoping you'll choose to have them credit your account so they won't have to pay you out for what should not have been taken in the first place. I will be disconnecting my package the first chance I get because of you Amanda. If anyone is considering signing up with RSAWeb, don't. Their cheaper prices are not worth the trouble you need to go through when trying to get answers from their support team.
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