SOUL-less Tele-Communications

[shandy]

I joined digiplus some years ago on their override deal and never had any problems, when they made a little mistake on my bill I called them and they very happy gave me 50 dollars credit to keep me happy even when I told them that all I wanted is the refund on the couple of dollars that they overcharged me, I was also on dialup internet with digiplus for a while and was happy, so I called them a month ago wanting to go broaband, of course they're now "soul" they didn't care whatsoever about me being a long time customer, I was asked for my credit card first thing and was told that the money will be taken out there and then, even though it will be a couple of weeks before I'm connected, so i went elsewhere. they lose.

[computerflyer]

Bud,

Did you not notice references to going to the TIO, mentioned in many of the posts on this thread?

[Bud]

We have been their customer long before Soul took over. The organisation was then called DigiPlus. I was quite happy with DigiPlus until Soul took over. Since Soul took over I have had nothing but overcharges on Mobile Plan, unjustified penalties for the late account payments, even after having advised Soul to disconnect my Internet connection, I am still for months keep getting their bills.After having advised them about a lost mobile phone, I started to get some unjustified charges for it on top of my contract payments. Communicating with Soul's customer service department is another problem.We have telephoned them, we have sent emails, faxes, ordinary letters, express post letters, complaining about overcharges, and they have all been ignored, except for one reply which was totally irrelevant to the source of our problem. Soul Communications seem to be determined to get as much money as they can from their customers, rightly or wrongly. How else can one get through to a Company that totally ignores its customers' problems and complaints? Can anyone help with a suggestion?

[big_bizness_sucks]

Hi Everyone.

Thank you all for your suggestions. I approached the TIO and i guess NGE must have sent SOUL an email and they finally contacted me with an apology and an offer to refund the incorrectly charged late fee.

They have kept to their word and given me a refund for the late fee. So i am happy to write this is a good outcome.. However, i will never use them again and i will also tell others to be cautious of SOUL. Its a shame that it took almost 2 months of backwards/forwards, chasing and emails to get this sorted.

Thanks again NGE and everyone here.

[big_bizness_sucks]

Thankyou for your suggestions. I have approached the TIO and will keep this space updated with what happens. Any business which runs with shady practices and treats customers like this deserves to fail.

[Danny_b]

Try writing a letter to them. That way you're not waiting on hold, and it's official. They should also respond to you in writing.

[Jaime_]

If they are not fixing the problem go to the TIO (The TIO would be the people who can help in this situation as opposed to the department of fair trade.)
You can fill out a form on their website.

[big_bizness_sucks]

In December SOUL overcharged my account and then in January advised me not to pay the current account until i receive a "new" statement with the correct total.
However, now in February i have received my usual account plus the original overcharge and PLUS a late fee of $11.00 for not paying the bill in Jan.

This is just rediculous. And what makes it worse is that every time i try to call them i either wait for 30mins or am told someone will call me back (WHICH THEY NEVER DO!)

Are my bills just going to keep building up? Should i go to the Department of Fair Trade? Please help someone. :)