Randolph I pay my TV licence. I'm told it's the right thing to do. Plus, it's illegal if I don't, and if I get caught I am liable to a fine and prison time.
So this year, acting in good faith, I decided to give their website payment system a whirl. This was on 21 September 2006 at 11:34am.
First off, the site is not very clear about anything. It does not offer any visible confirmation of payment. It just says "please wait".
So anyway, I got billed twice. No, this was not my fault. I've been buying online since it was fashionable to do so and this is the first time I've been billed twice.
I immediately wrote to the email address that the payment confirmation went to, and tried to find out if, in fact, I had been billed twice. I also submitted an online form specifically for account queries, where I gave the two payment confirmation numbers.
On 6 October 2006 I finally got a response back from Financial Officer Sheila Kgamedi of the SABC, telling me that I was billed twice, and should just ask my bank to reverse the charge. I said no – I want the SABC to refund me. She said it would take four to six weeks, so I said great, I'd expect payment by 3 November 2006 at the very latest.
Incidentally, she had been "out of the office" since 21 September 2006. I commented on this in my email to her, saying it was unacceptable.
I thought it was all sorted out, until I got an email from Denise Heldsinger, on 18 October 2006, in response to my website form submission.
Denise wrote:
Thank you for your e-mail, please note we received the payment twice we did not do the payments from our side, it was done via internet.
Should you require more information, please feel free to use this facility or phone our contact centre on (011) 330 9555.
Naturally, I complained loudly:
Dear Denise Heldsinger
Your completely useless response refers.
The fact of the matter is as follows:
1) You have taken almost a month to respond to my query, which is completely unacceptable.
2) You took my money twice. Yes I am fully aware that it happened via the Internet. I was there, remember? I paid with a debit card, therefore you debited my account. Twice. Your website processed the transaction twice (hence the sequential reference numbers). This was not my fault, but yours.
3) I want a refund for the excess.
I trust this is clear enough. I'm sure ICASA would love to hear about how completely useless the SABC's customer services department is. If I am not refunded by the end of November (I understand that there is a batch process involved), I will sue SABC in the small claims court for the outstanding amount.
I got a reply on 20 October 2006, TWO DAYS LATER:
I refer to your e-mail, kindly provide us with confirmation that you would not reverse the over payment at your bank, as our refund department require latter, you may fax it for attention Jane Thompson at 011 330-9594.
Say what? Incidentally, I don't send faxes. I think they are far more insecure than email. So, I replied:
Your email refers.
I will not be sending a fax, since fax transmissions are insecure. In terms of the ECT Act, electronically signed by the President of South Africa, my email confirmation should be, and is, sufficient written notice to authorise the reversal in lieu of fax.
By my count, this would be the third time that I am confirming that I wish to be refunded. I fail to see where the communication process is breaking down. Why are we moving in circles here? Your website double-charged me, and I made more than necessary enquiry to have this reversed.
I have already (twice) confirmed that I wish to await a refund from SABC, as I pointed out that my bank will not reverse the transaction. Email to Sheila Kgamedi <kgamedis@sabc.co.za> on 6 October 2006 (at 12h37 and 13h02) refers.
Ms Kgamedi indicated that there would be a waiting period of up to six weeks, which I accepted. I indicated that I would therefore expect a full refund by 3 November 2006 at the very latest. I did not receive any further communication from her after this time, so I believed the matter to be resolved, until you contacted me two days ago completely out of the blue.
I therefore await payment on or before 3 November 2006 in terms of the batch process Ms Kgamedi described to me in our communication, and will then consider this matter closed.
Then, nothing. Until today. This is priceless:
Dear Sir/Madam
Can you please send us your TV licence number or your Id number to enable us to assist you.
Thank you
Huh? Suddenly, they don't have a clue who I am. So, I've replied, and CCed Sheila Kgamedi as well, just to be on the safe side:
Dear "Thank you"
What is wrong with you people? Do you not keep a database of customers, let alone a CRM system that follows up on customer complaints? Why am I talking to yet another person?
I've had enough of your USELESS customer service, and am drafting a letter to ICASA.
Incidentally, I look forward to receiving my full refund by 3 November 2006, failing which I will institute legal proceedings against the SABC. I will not stand for this treatment.
ALL I DID, YOU BUNCH OF DEPLORABLY INEPT MORONS, IS PAY MY BLOODY TV LICENCE! YOUR USELESS SYSTEM BILLED ME TWICE AND I WANT MY MONEY BACK! I'M ONE OF THE HONEST ONES!
I really do NOT understand why I even bother. But if I don't complain, who will? I refuse to stand for slipshod service from a bunch of cretins who can't do anything right.