MyPE

Community Business Directory, Event Listings, News and Views from Gqeberha, Nelson Mandela Bay

Axxess Sucks – Maybe THIS will get your ATTENTION?

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On Thursday evening last week – 23 November 2017, I attempted to purchase a monthly data bundle for my existing MTN Sim Card.

Upon placing the order a note displayed saying that the mobile number I used was duplicated and I needed to phone support on 0861 300 900.

I duly did so and was assured that a bundle would be activated for me – all I then needed to do was to return to my Dashboard and pay.

This I did so – twice a day, EVERY day until 25 November when I opened a Support Ticket asking for a progress report.

I updated my Support Ticket on the 27th and 28th asking for a progress report.

After having NO reply to my requests I once again phoned support on 29 November and was ONCE AGAIN assured that a technician would look into my concern and that I would be informed of the progress.

Today is 30 November and STILL NO JOY – no-one communicates back, no-one bothers and NOTHING happens.

Poor show Axxess, poor show. As a local company I feel obligated to support you but as a local company I feel aggrieved that your support sucks.

UPDATE: I phoned Axxess after posting this and jumped through the hoops – then I was told that the development team were working on the problem and that NO ETA was available. My questions around why NONE of my support tickets had been answered were ignored.

UPDATE 2: Finally some action and the purchase was activated BUT payment via my dashboard could not be done. I was told to re-validate my card which I duly did for the second time and money was paid out of and credited to my account. I tried again and the attempt to pay failed again. I mailed the accounts who insisted that I was at fault and that I re-validate. Then I received a message saying that Axxess now wanted me to pay via EFT – not very helpful so I sent a note back; “CANCEL this service please”.

I am very disappointed!

Update 3: So off I toddled to Afrihost to see if I could get a similar product and… the process was seamless and pleasant – My credit card was validated with no fuss, the service was promised to me within 72 hours AND activated within an hour. So why can Afrihost get it right and Axxess not?

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Alan Straton

Chief Cook, Bottle Washer and Broom Mechanic at MyPE
Passionate about Port Elizabeth and definitely NOT packing for Perth. Alan's ethos is epitomised in the words of Nelson Mandela; "I have fought against white domination and I have fought against black domination. I have cherished the idea of a democratic and free society. If need be, it is an ideal for which I am prepared to die." See more articles by Alan.