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Openweb Billed for a service did NOT deliver, then threatened with legal action and billed for legal costs! Kwazulu-natal
History of the issue (6 weeks – 60 mails to us, 20 mails going out) and still ongoing!!!
TO: OpenWeb – 8 July 2020
Application for service – 45GB Anytime + 45GB nightime mobile LTE-8 data – at R349-00pm
TO: Alex and Deneys from OpenWeb – 9 July 2020
Accept our application for abovementioned and welcomed us on board – to pay R138 pro rata billing for July – (paid)
TO: OpenWeb – 10 July 2020
We sent thru proof of residence and ID from Alex
TO: Alex and Deneys from OpenWeb – 10 July 2020
Notice that SIM has been despatched, 2 days for delivery
TO: OpenWeb – 15 July 2020 (4.13pm)
Received SIM on 15 July, service not working, requested activation
TO: Alex and Deneys – 15 July (6.07pm)
SIM had been activated
TO: OpenWeb – 15 July (6.23pm)
Service still not working. HelpDesk not answering phone
TO: Alex and Deneys and Dane Samuel – 16 July- (OpenWeb employee) 6.29pm
Dane Samuel emailed by Johan Engelbrecht of OpenWeb to D Samuel to assist us.
TO: OpenWeb – 16 July – 8.50am
No one had attended to problem yet. We desperately need data to continue our business and are losing income.
TO: Alex and Deneys – 16 July – Dane Samuel sends email to Johan Engelbrecht.
TO: Alex and Deneys from Open Web – 9.19am
Johan Engelbrecht then sends another message to D Samuel to assist us
TO: OpenWeb from D Samuel tried to assist us during morning – @ 10.40am, D Samuel sends another message to Johan Engelbrecht – still no connection, D Samuels stated in email that he did all setup and fault finding – no success.
TO: D Samuel and Alex and Deneys from Johan E at OpenWeb – 12.17pm
I have bad news, seem like your SIM is faulty. I have sent off a replacement and pre-activated it.
TO: J Engelbrecht from Deneys at 3.01pm – 16 July
Informed JE that we had previously bought a Telkom SIM and router and that the SIM did not work in our area even though the area is covered under the network coverage map. Explained to him that is why we decided on OpenWeb to obtain an MTN SIM.
TO: Alex and Deneys from JE – 3.19pm – 16 July
Asks if we want to move to an MTN fixed LTE network. He confirms that he can do that for us but MTN requires the use of a specific router. He gives us a list of routers and our routers is not on the list.
Ours is the latest router on the market. – B535-392
TO: OpenWeb from Deneys to JE – 4.23pm on 16 July
D asked if our particular router would work on the MTN system.
TO: Deneys from JE on 16 July – 4.31pm
JE said he could not find our router on the list but would ask MTN business unit for verification.
TO: OpenWeb on 17 July at 11.55am
Ask Johan to follow up with MTN as we were still waiting for an answer.
TO: Alex and Deneys from JE at OpenWeb – 17 July – 12.28pm
Johan says unfortunately the router is not supported yet.
TO: OpenWeb JE from Deneys on 17 July – 3.36pm
Will it definitely not work? Isn't there any chance that it may work? I am going to buy a small data bundle from MTN in Nelspruit and will confirm if it works.
TO: Alex and Deneys – 17 July – 5.41pm from JE
It will not work on the MTN fixed network. Asks if we could not return the rooter? (We could not.)
TO: From Deneys to JE at OpenWeb – 18 July – 11.39am
Send JE a request to send me an MTN SIM asap
TO: Deneys from JE at OpenWeb – 7.45pm – 18 July
The SIM had just been dispatched to us and would be delivered within the next 2 business days
TO: JE at OpenWeb from Deneys – 21 July @ 13.17pm
I just received another Telkom SIM from you which I said I presumed it was to replace the previous faulty one. I said I expected their MTN SIM in the next day or so and that it would be pre-activated as promised (see former email herewith.)
TO: Alex and Deneys from JE at OpenWeb – 21 July at 13.27pm
He confirmed Telkom SIM was a replacement for faulty one, asked if he should pre-activate MTN SIM (which he offered to do previously, but asks if he should do it now?)
TO: JE at OpenWeb – 21 July – 3.26pm
I confirmed my address AGAIN
Spent the last 9 days trying to get pre-activated MTN SIM to work with assistance from OpenWeb.
TO: JE from OpenWeb from Deneys – 30 July at 3pm (9 days later)
Been unable to get SIM to work, pse cancel our contract. Also pse ensure your billing dept does not debit my account (there is no service rendered.)
TO: Alex and Deneys from D Samuel on 31 July – 10.39am
He sent me a loooooong email with 6 points on how to get the SIM to work.
I go through it all and at 11.01am on 31 July it still is not working. Given instructions that we should give 1 month’s notice before cancelling contact, this would cost us the deposit, the R138 pro rata payment and a months fee of R359.
TO: JE and DS from Deneys – 31 July at 11.01
How can you expect me to pay for this service if it is not working? I cannot give a month’s notice - For Corné: for a service that is not working and we had to incur other costs to buy data at inflated prices just to keep on working.
TO: Deneys from DS of OpenWeb on 31 July at 11.52am - Corné (our attorney) - they were never so quick to respond with service, but now that we should pay for a service we never received, they are on the ball.
· DS want my tel number so he can talk to me. Deneys confirms tel nr again at 7.45am (Do these guys still not have my details?)
· Despite the call to Deneys, DS still could not help us to get SIM working.
· I put in a formal cancellation at 3-04pm on 31 July providing them with all our details again, stating the reason I am cancelling the contract which was inability to provide service.
On 2 August to Alex a cancellation number from cancellation dept :
123454 –Cancellation Request. Advised us that “the debit order would continue to go through on 1st working day in Aug and account would be cancelled as per calendar month notice.”
They debited Alex on her Capitec account, but she went and reversed the payment. After that they advised us that they had given the account over to VeriCred.
26 Aug – 12.18pm from Zelda Coetzee (admin) from OpenWeb an email – subject: Unpaid account
Kindly provide proof of payment for outstanding R698 ???? In same mail she said that the account had been handed over which may result in a negative credit listing. We were requested to fill in another cancellation form.
28 Aug – 1.48pm – mail from Deneys to Zelda Coetzee
The service had been cancelled due to the fact that OpenWeb could not provide a working service and wanted to know what the R698 was for.
Alex received a sms on 31 Aug at 16.50pm advising her that the account was handed over to VERICRED for collection, ref 10001071475296.
Deneys then sent Zelda Coetzee a mail – 1 Sept (9.08am) providing pop for the pro-rata cost and cancellation form again. We were prepared to even forfeit the pro-rata cost despite not receiving 1 second of service from OpenWeb.
Deneys once again reiterated that after 6 weeks their technical dept could not get the SIM to work – no service had been provided and requested the return of the R138 deposit, he was now angry. Asked the question again – why are you billing us and why had you handed us over to VERICRED?
Alex sent them a really angry mail and was advised that she should take up her issue with their legal dept of OpenWeb.
From D Samuel on 1 Sept 9.38am – asking if we had received the cancellation ref number. Deneys replied at 10.11 on same day and again attached the cancellation request and provided yet again the cancellation number from OpenWeb.
At 10.26 from D Samuel – your email attachments are not loading. Pse provide cancellation number. At 10.27 Deneys mailed DS and copy and pasted the cancellation ref number and document in mail instead of attaching it, seeing they could not open it.
SMS from Vericred - This continued to and fro until 2 Sept. A VERICRED employee phoned me to say I had been handed over and I told him to go to hell.
SMS FROM VERICRED 28th October 2020 - The amout is still outstanding. We have now been threatened again with further legal action!
From a local service similar to Ripoff Report - good and bad service from Openweb
https://www.hellopeter.com/openweb