013 Netvision – Customer Service at its worst

If any readers are considering 013 Netvision as an Internet Service Provider or long distance phone carrier – don’t.
If you already have an account with 013 Netvision, you should carefully check your monthly statements to make sure that there are no additional charges for services that you did not agree to.
If you want details of what really bad customer service looks like, take a look at the following (sorry that this is such a long post). If anyone else has had an interesting customer service experience with 013 Netvision, whether good or bad, please leave a comment.
For the past several years, we have used 013 Netvision for long distance phone calls. About 3 months ago, a representative of 013 Netvision called to offer us their Internet service. She offered a similar service to what I’m getting for a better price and the first moth free.
Because I never agree to any deals over the phone without first seeing the details in writing, I asked her to email me further information, including specific technical details that she was unable to provide me on the phone. They never sent a follow-up email, and because I am very happy with my current ISP and had no interest in changing, I never followed up with them.
To my surprise, when I opened my 013 bill last month, I was astonished to see that they were charging me for the Internet Service, in spite of the fact that I never agreed to it and never used it – nor did I ever get the technical details how to connect to them, so I could not have used it even if I had wanted to.
Assuming that this was a simple misunderstanding, I called their client services number to explain what had happened and to get a refund.
After more than half an hour on hold, the agent I spoke to transferred my to Omaima, a manager in the Client Services department. She pulled up my information, and said that according to their records I agreed to the deal. She then had the Chutzpah to try to sell me the deal instead of cancelling it. I explained several times that I was not interest in their Internet Service, I just wanted my money back and for them to cancel the account.
After a long conversation, Omaima agreed to get someone to review a recording of the original sales call, and if I had not agreed to the deal, she would refund the money and cancel the service. She said that she would call me back later that day or the next business day to confirm that the issue had been resolved.
When she didn’t get back to me the following business day, I again called, was put on hold for almost an hour and left a message with Bracha who said that someone would get back to me (which they didn’t).
The following day, after almost an hour on hold, I spoke to Rinat who said that the case was being reviewed and someone would get back to me later that day or the following day (which they didn’t)
2 days later again I spent an hour on hold. This time I spoke to Irene (who was the only representative I spoke to who even sounded sympathetic), who said that she would investigate the case and get back to me later in the same day (which she didn’t).
Irene did transfer me to a senior representative, Yasmin, who said the same thing – that the case was being reviewed and she would get back to me the same day (which she didn’t).
This morning, I spent almost 2 hours on the phone with them. I spoke to a manger called Adi who outright lied to me claiming that I must have given a credit card number to the sales representative, which I am 100% certain did not happen. When I asked for a recording or transcript of the verbal contract she said that there was no way for them to send me a copy without a court order.
She also had the chutzpah to again try to sell me their Internet plan service based on their terrific client services (I kid you not!).
She said that there was no way for them to refund the money, I asked if they could compensate me in a different way, for example credit in long distance phone calls. She said that she would get someone from the phone service department to call us back, which (surprise surprise) they did – to offer us almost the same phone deal that is advertised on the radio (great compensation).
So bottom line, we are looking for a new long-distance provider.
I have sent a copy of this post to 013 Netvision’s Customer Service department. If I get a response, I will post it as a follow-up message.
If anyone else has any 013 Customer Services experiences, please leave a comment.