₦airaland Forum

JumiaOnline:
Hello Tinville,
We sincerely apologise for the inconvenience caused while shopping with us.
Kindly revert with your order details (order number, email, phone number, first name or last name) to help us ensure the issue is immediately resolved.
Jumia cares.

Hi JumiaOnline,

The subject of this topic states my order details (which was failed and had already been paid for).

Last mail was sent on 29/01/2015 6:29AM with topic - RE: [Jumia Customer Service] Re: RE: Failed Delivery‏ - to your "service" and "support" emails (don't wanna place them here)

I anticipate your feedback.

fiverrwin:
Use pay on delievery next time

slimmax:
guy don't pay for goods you are yet to claim title, bought a washing machine from them but paid on delivery.

That's the point! I pay on delivery for all items from Jumia.

I purchased various items which were paid for on delivery. That which happened to be a gift had to be returned at a later time (another challenge of its own) due to some defects and of course, Jumia has chosen to sit on a bomb waiting to explode instead of return my funds as they promised to do.

Jumia,

In the midst of all your acclaimed sales force, you're also forgetting excellent service delivery remains key. Few complaints were followed herein Nairaland (before creating this topic) and I stated in my last email correspondence to you in which I gave an ultimatum of returning my monies moreso a call from youR contact centre - in which you failed totally.

The subject of this topic refers and I'll go the length since you've finally brought me out of my comfort zone to make a complaint.

I already bought and paid for the "same item" after all the incompetencies and now I need my money and nothing else.

Where's my money?!

CC:
JumiaOnline
Obinoscopy

Because of Airtel, I sleep with one eye opened. Not gonna emphasize the personal and business loss cos of this singular issue.

Airtel, the enemy within.

Last set of screenshots

More screenshots

It is sad to say the least that I'm forced to go this path again hoping 'twas a resolved-never-to-occur-issue but Airtel, Heaven knows my days of speaking your good is over! Previous thread - https://www.nairaland.com/1833043/challenges-airtel

August 31 2014, my subscription is to expire and I had over 500MB of data and more than 300 Naira of Airtime. Recharged my line with N1700 Airtime yet utilised the data to over 50MB (all these are evident in the screenshots) all within 8am to 11:30am.

Next I know, with data still remaining and auto-renewal (1500 Naira) not effected, Airtel had zapped the life out of the currency of my Airtime leaving 3 kobo till date. My people, I nor waste time call their contact centre na im one correct guy (Uloma) respond with concern and log the issue sharply. E also forward me to e Supervisor say that one must call me. E nor reach 15 minutes na im Francis the Supo call and I explain same matter. E confirm say the thing na "Anomaly" to debit my call credit wen I get data. Na so Supo log matter and e say e go call or e go get person to call but na dere e fail me although e correct for im work sha.

24 hours gone, I got the regular message on resolved issues and checked my balance, still 3 kobo and I responded with "NO" and another message which I responded with "I" for incomplete resolution. That was it!

On the 1st or 2nd of September, I called Airtel CC more than 6 times in 30 minutes (poor network/connectivity, another barrier) and even while the call disconnects, these guys will never call back knowing how serious your complaints can be. Abi dem need me to borrow dem credit to call? (Oops, I forgot I have just 3 kobo...Poor me!)

Lemme digress - 7/9/2014 after my failing to Auto renew my BB on MTN, I called and there was a disconnection (obviously due to poor connectivity) but the lady calls back immediately and I get my issue resolved (MTN I nor dey praise una o - whether na becos say I want make una deduct money for BIS na im make una call back BUT saving me the hassles of calling back, speaking to another person yet explaining over again was eliminated as is and has always been the case of Airtel - Heaven forbid!)

There's this girl, Hope, who picked my call and not only was she sassy and unintelligent, she lacks professionalism and her vibe via the phone spoke volumes. "Lazy" Hope (for avoidance of uncouth words) didn't give me hope rather after explaining to the dumb girl, she placed me on "hold" and 8 minutes into the conversation, sorry, the hold, I got disconnected (maybe cut-off by Hope) and there's no call back.

Ubeyyu or Ubeyu (a guy) was kind, showed empathy in his response and tried assisting so was Nsikak (another girl) amongst the few I spoke with on this simple concern - why debit my call credit when I have data? Why also is it taking forever to be returned? No reason has been provided on its non-resolution either till date. N2003 worth of Airtime and Airtel want make I dey clap for dem for Job welldone? Lie lie!

Lest I deviate from the issue at hand, if it means registering on Twitter (which I detest) - like they advised when they sent a response about contacting @AirtelNG - for their sakes, they'd never hear the last of me.

I'm tired! In the month of July, an issue same as this took such outburst to be resolved and now August-crept-into-September and I've been made to scream to get resolution. Thinking aloud, for those who swallow this cold pill quietly, how can they be heard? Ripping people of yet posting billions in profit.

Before I forget Airtel, quit asking me to call 2020 for prompt response/resolution cos it has never worked since 1999AD even before the introduction of Econet.

Airtel, your network sucks!
Airtel, fix the anomaly!
Airtel, retrain Hope or restrain her!
Airtel, Turn-Around-Time matters!
Airtel, how about people with similar issues and no voice?!
Lastly, Airtel, return my money!

I'm yet to make contacts with the above advised contacts but less than 30 minutes ago, I received a call from a Staff of Airtel saying he was told to address my complaint.

After all apologies, he said data of 1GB had been assigned to me but I refused (cos that's not my problem). Upon request, I asked that the exact funds be returned to me while I initiate the plan myself and still have my call credit. Promised to call back and consulted his superiors (I guess).

...My Nairalanders, anything is possible in this day and age and never give up on what is yours. Figures don't lie and all you need is proof to back up claims then knowing what to do.

Thanks to the mods who contributed/moved this to the frontpage and for all those who took time to read and contribute as well.


The screenshot says the rest...

I knew we had to have so many issues like this and more. Try to calculate the few complains here and approximate the amount for few Airtel subscribers (say N200 x 100,000) on data bundle alone.

twinstaiye: Contact NCC anytime you are having problems with your network operator. Visit this link for details.
http://consumer.ncc.gov.ng/pages.asp?pageid=82

emmydsife: Op... Use this number 08002255622 to call NCC relay ur displeasure in airtel service by explaining what happened. They will ask for the ticket ID airtel gave u... Cos with that they will contact airtel in your behave. I promise u will get a quick and satisfactory response.
Pls, whenever you call the call centre of any network and it is a data related issue, ask who ever picked ur call to patch u through to data helpdesk. Those at call centre are novice.... There knowledge about the organisation they work for is limited. Thanks.

The feebacks expected, will definitely explore these channels and more outlined earlier and I hope others with same dilemma use them too. Obrigado!

For those saying Auto-renewal isn't guaranteed, I've been using Airtel since it was Celtel and till it had to be cut into a microSIM, I never bothered changing SIMs. Also, I have had previous plans auto-renewed and will provide screenshots later. (That their IT/network has lapses shouldn't be my problem instead see it as a bank where you shouldn't have fears about your money).

As for the Contact Centre Agents, know the names of 3 or 4 of them. The last one doesn't know the job.

I'm aware of the auto updates but my main point is the timing.

I subscribed 21/06/2014 by 8:37pm thereabouts meaning it would expire by 21/07/2014 around the exact time (8:37pm thereabouts) and as confirmed by the Contact Centre Rep.

With over N2300 worth of Airtime waiting for auto renewal to be effected, I get (although I still had data left) billed from 10:31pm as confirmed by the several Staff of Airtel. (Meaning the call credit could have been more yet same hassles)

Was my call credit being timed?
Why did the "deactivation message" come on 22/07/2014?

I believe there was a glitch and I shouldn't be made to suffer for it.

18/07/2014, message read I had 7 days to expiration and 19/07/2014 message from Airtel showed I had 3 days to expiration.

Is Airtel saying 19 - 18 = 4?

timilehing: My own scenario happened 13/06/14 around 17:12. While I still have an active daily bis data of over 30mb, airtel went and gulp over #700 from my account. My issue will be resolved was their response but as of now, my money is yet to be refunded. They even did some dubious act in blocking my line from calling their customer care center for 3weeks. When I called later, they either drop the drop halfway or said I was billed accordingly. I'll take my revenge on them by borrowing credit without refunding

This is my point exactly. We have so many cases unspoken yet we remain quiet while Airtel continues to siphon our call credits dry. The proofs are there still nothing is being done.

Forget the issue of revenge rather make public your complain as you can't beat them at their game, trust me.

Moderators, this is an issue that needs utmost attention as I believe so many people would have complains to make moreso we need solutions. Do move to frontpage, thank you.

Emmyk: Too bad. I dont really like the auto renewal stuff. I prefer doing it myself.

On both networks I use, the autorenewal takes effect once I've preloaded unless I get too busy with activities and I get it done myself.

My grudge is why should I be made to suffer for a glitch from the system?

Pweezy: Same happened to me tooo...made endless calls yet no solution...wen i was fed up..i jst let it slip away
..i wonder if NCC have a feedback channel where constomers of mobile networks can make complaints...These guys suck us dry of our hard earned money

That's my point! No more calls but actions. If I let slip just as you did and another person I know who let N3000 slip, we can imagine the ripoff in NGN currency.

It's where to channel this complaint I need more reason I've brought this here so someone can advise where to direct it for better resolution.

More screenshots

Hello Nairalanders,

I'd appreciate direction(s) on how to channel my issues with the Airtel network since stories brought to the public get due attention.

On 21/06/2014 at about 8:31PM, I got a confirmation message from Airtel concerning my Unlimited Blackberry data subscription. I was also informed about the expiration which would be effected on the 21/07/2014 further stating the code to revert IF I wasn't interested in "Auto-renewal".

Fast forward to 18/07/2014 by 5:16PM (not minding Airtel's notification messages about the so called upgrades on their network), I got a reminder about the expiration of my mobile data in 7days to be effective 21/07/2014 further advising I reload my line with N1500. On the 19/07/2014 by 2:21AM, I got same message stating expiration of my mobile data in 3 days still advising I reload my line with N1500.

All these while, I was certain of the expiration date yet I had enough data on my mobile device to carry through end of 21/07/2014. On 21/07/2014 by 9:42AM, I made certain my line was credited with N2000 hence a call credit of N2395.51 was available. All these in anticipation of the autorenewal subscription to take place while I still have enough credit for calls.

By the evening of 21/07/2014 past 11:35PM having used data from previous subscription, I still had well over 200MB of data (used the *123*9# to confirm). In a short time, I dozed off and woke with the hope that the autorenewal would have been effected on my account but to my amazement, everything was zero(ed). Call credit 0, mobile data 0. If possible, Airtel would have run it to a negative.

From the 22/07/2014 till the 26/07/2014, I've made several calls to the Airtel Contact Centre where I stated all of these happenings. First time, my complaint was logged and I got a confirmation message. There was a message later stating this had been resolved and if I was satisfied, I reply with a YES or NO. I checked my balances and data yet there was no refund and I responded with a NO. Called their contact centre a short while after and I got an excuse that from 10:31PM on 21/07/2014 thereabouts, I was being billed from my call credit since I had "exhausted" my previous mobile data. Note this was the same message I received the second time when I called and a sound fellow listened attentively, took notes and opened another case file. Unfortunately for me, it was same result and same excuse about being billed from my call credit as my mobile data had been exhausted.

I wasn't comfortable with the excuses and it was from further probing I was informed about the time of the billing which obvioulsy didn't tally with the information I had when I checked my call credit before sleeping. It is also sad to say that I got more of promises and undeliveries from the Staff at the Contact centre (I'll call you back or I'd have my supervisor call you back when it was beyond them. At some point, I had to decline anyone calling me if they were gonna give me stories and not refund my money).

Apparently, Airtel had been having so much upgrades and sending messages to that effect even an upgrade was done on the same network from 12AM to 7AM on July 20th and 12AM to 7AM on July 21st 2014. Data service disruption was a possibility at these points and whether it is part of the problem or the problem itself, I don't know. Airtel has severally declined it is their problem or mistake instead pushed it to me still insisting I used data passed what I had and had to be billed directly.

Since my last call on 26/07/2014, I asked these questions and I'm still waiting for their robust response;

1. If I had enough data more than 200MB on the expected day of expiration by 11:35PM 21/07/2014, how then was it exhausted and how come I was billed directly from my mobile device?
2. Assuming (I am assuming based on Airtel's information) I was really billed from 10:31PM 21/07/2014 for data directly from my call credit, why didn't the autorenewal take effect at the stipulated time of 8:21PM by 21/07/2014?

On my other line, when reminded of data expiration and advised to subscribe, this takes effect at the stipulated period with incentive of more days. (i.e. longer days for same amount of data assuming you aren't the type to consume loads before 30 days - 30 + x days when autorenewed)

I have stopped calling the Airtel Contact Centre, I'm yet to credit my line as I'm not ready to start on how this has affected my business dealings on all fronts. Good thing for competition! However, I am not ready to let this slide easy as whatever investigation it would take to get this resolved, I'm up for it. Let Airtel convince me why I was wrongfully debited as what I recharged for didn't take effect. It may have happened to someone else and can happen to anyone tomorrow yet we keep quiet. Another funny ish is, if they could zap more than N2300 overnight, then could as well zap N5,000 and more suppose this was available in the phone.

Once again, I'd appreciate a direction on where to channel this to get a swift response. And to think I've stayed loyal on the network for 8 years thereabouts.

Airtel where's my money?!

(I've uploaded screenshots of the messages received from Airtel with the date and time and something to note about the second second case file where I was asked to respond with a YES or NO, I hadn't responded yet I was being thanked for contacting them. This is evident when I responded with a NO and got same message. Lastly, you'd notice I was DEACTIVATED on the 22/07/2014 by 6:27PM. Why did it take till that time?)