Lack of service

<div>We were referred to Council Solutions to sort out a rates account issue at Ngwathe municipality, as our regular consultants that we use in Johannesburg do not offer services that cover the Free State. Marc was extremely prompt in contacting us when we submitted an inquiry on their website and gave us a quote the same day. Regular emails were received following up on whether or not we were going to accept the quote and advised to pay upfront. After discussions with our client we accepted and paid the full amount of R9 936.00 incl VAT on 12 September 2024. Marc advised it would be approximately 30-60 days. I sent a courtesy email at end of September to check if any progress was being made so that I could update our client. I received a response from Marc stating they were currently active with our matter and would advise once they received confirmation. After that first email of feedback I sent weekly followup emails, called and Whats-app- sms- all of which was ignored. Common courtesy would be to reply and give an simple email of where you are in the process. Acknowledge your clients, don't ignore them. In the entire time from date of engagement to date of cancellation of services at the end of January 2025, I received 3 feedback messages from Marc all of which was they were currently active with our matter, Ngwathe Municipality does not answer their phones or emails and they need to send consultants out to Ngwathe, and the last update was received 21 January 2025 to state they had scheduled an appointment for the 1st February with the Ngwathe municipality. By that time we were desperate and the conveyancing attorney whom was dealing with our transfer was consistently making calls to Ngwathe from early January until they got hold of a employee and sorted out the rates clearance "telephonically" which took approximately 3 weeks. I sent a email advising Marc that we no longer required their services and requested a refund. We have heard nothing from Marc. I have submitted an inquiry on the website, emailed, called, whats-app and sms sent, still nothing received! They request money upfront but provide little to no feedback or details of what they have done and ultimately land up with the money in their pockets and have not provided any service.</div>