Sanral
Inability to solve account queries

I received a SMS notification of an amount owed from the VPC section on the 3rd of January 2014. I have been following up since as I am a pre-paid customer with a credit amount in my account since April 2012:

(i.) I called the call centres 5 times - every time I got another SMS and in between; (ii.) I logged 3 on-line queries. (iii.) I sent screenshots of my account information to them etc.

I finally got details of the VPC accounts yesterday. Now it appears as if all transactions from 3 to 27 December 2013 are not reflected on my Pre-Paid account and I get VPC statements! They are also suddenly missing from the transactions on the on-line account search function.

I am giving up. If this is how they resolve issues where customers attempt to co-operate I have NO HOPE for them.

This is the last resort - hoping that they will follow up in a way that resolution can be found. One person calling me and see the issue through. I have now explained the same story to Thabang (who is now almost a month late in calling back - a promise he made), Lillian, Phillip and at least 2 others whose names I did not record. And it DOES NOT WORK

Company: Sanral
Country: South Africa
City: Call centres

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