IOLProperty
2.3|3 reviews
KD
Kim D
1 reviews | Active since Member
18 Jul 2022, 13:18
Paid for Property Advert Listing 16530988 which was never listed and my profile and photos were deleted by Jon Henri Roman for some unknown reason
I paid to place a property listing 16530988 and I had uploaded the photos etc and Sandra Birch +27 60372 5024 was assisting to load two photos to upright position. Jon Henri Roman the support agent sent me an email on the 12 July to say that the advert listing would reflect the next day with the changes. The listing that was paid for 16530988 was never placed or listed, Jon Henri Roman also did not respond on Monday 18 July to provide an explanation or any apology. Further my profile and photos had been deleted on Sunday 17 th July when I logged on to check why I had no phone calls or anyone for the show day. This incompetence by the IOL 360 Property team is wholly unacceptable and the matter to be escalated to Carolyn Savage General Manager at IOL Property to provide an answer as to the standard of service delivered and the inexcusable behaviour by the support agent Jon Henri Roman
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Replies (134)IOLProperty's replyOfficial
18 Jul 2022, 15:51Dear Kim D,
Please see below my response as requested by yourself.
1. "The listing that was paid for **********8 was never placed or listed"I can confirm with confidence that your advertisement along with the pictures was listed as "featured" on our site starting on 7 July 2022. Our internal communication reflects an acknowledgement by yourself that the listing was live on the site.Our site offers users differing functionality, one of them is that the general public "property buyers" can register a profile in order to receive notifications on new listings which suit their own personal criteria as well as save listings they are interested in purchasing. Clients who wish to sell their property privately as in your case, are provided with a confirmation link to access their listing should they wish to make any changes such as pictures, pricing, description etc. These profiles have separate functionalities and are not linked to each other. I can confirm that Jon-Henri sent you a detailed email explaining the profile and functions.
2. "Further my profile and photos had been deleted on Sunday 17th July when I logged on to check why I had no phone calls or anyone for the show day"According to our records, your property remained advertised on our site until Monday 18th July, in response to your request for a refund for your listing fee which was duly refunded and proof of payment was sent to you on Monday morning 18th July 2022. After refunding your fee, your listing was deleted. We have checked our internal records and cannot find any reason why you could not find your listing on the portal on Sunday 17th July. On Monday 18th July 2022 when our staff looked into your complaint your listing was still live and featured on our site.
Thank you for bringing this to our attention, we apologize for any inconvenience caused.
As you have received a full refund, we now consider this matter closed.
Yours sincerely,
Carolyn Savage
Please see below my response as requested by yourself.
1. "The listing that was paid for **********8 was never placed or listed"I can confirm with confidence that your advertisement along with the pictures was listed as "featured" on our site starting on 7 July 2022. Our internal communication reflects an acknowledgement by yourself that the listing was live on the site.Our site offers users differing functionality, one of them is that the general public "property buyers" can register a profile in order to receive notifications on new listings which suit their own personal criteria as well as save listings they are interested in purchasing. Clients who wish to sell their property privately as in your case, are provided with a confirmation link to access their listing should they wish to make any changes such as pictures, pricing, description etc. These profiles have separate functionalities and are not linked to each other. I can confirm that Jon-Henri sent you a detailed email explaining the profile and functions.
2. "Further my profile and photos had been deleted on Sunday 17th July when I logged on to check why I had no phone calls or anyone for the show day"According to our records, your property remained advertised on our site until Monday 18th July, in response to your request for a refund for your listing fee which was duly refunded and proof of payment was sent to you on Monday morning 18th July 2022. After refunding your fee, your listing was deleted. We have checked our internal records and cannot find any reason why you could not find your listing on the portal on Sunday 17th July. On Monday 18th July 2022 when our staff looked into your complaint your listing was still live and featured on our site.
Thank you for bringing this to our attention, we apologize for any inconvenience caused.
As you have received a full refund, we now consider this matter closed.
Yours sincerely,
Carolyn Savage
Best regards,
IOLProperty's reply18 Jul 2022, 15:51
Official
Dear Kim D,
Please see below my response as requested by yourself.
1. "The listing that was paid for **********8 was never placed or listed"I can confirm with confidence that your advertisement along with the pictures was listed as "featured" on our site starting on 7 July 2022. Our internal communication reflects an acknowledgement by yourself that the listing was live on the site.Our site offers users differing functionality, one of them is that the general public "property buyers" can register a profile in order to receive notifications on new listings which suit their own personal criteria as well as save listings they are interested in purchasing. Clients who wish to sell their property privately as in your case, are provided with a confirmation link to access their listing should they wish to make any changes such as pictures, pricing, description etc. These profiles have separate functionalities and are not linked to each other. I can confirm that Jon-Henri sent you a detailed email explaining the profile and functions.
2. "Further my profile and photos had been deleted on Sunday 17th July when I logged on to check why I had no phone calls or anyone for the show day"According to our records, your property remained advertised on our site until Monday 18th July, in response to your request for a refund for your listing fee which was duly refunded and proof of payment was sent to you on Monday morning 18th July 2022. After refunding your fee, your listing was deleted. We have checked our internal records and cannot find any reason why you could not find your listing on the portal on Sunday 17th July. On Monday 18th July 2022 when our staff looked into your complaint your listing was still live and featured on our site.
Thank you for bringing this to our attention, we apologize for any inconvenience caused.
As you have received a full refund, we now consider this matter closed.
Yours sincerely,
Carolyn Savage
Please see below my response as requested by yourself.
1. "The listing that was paid for **********8 was never placed or listed"I can confirm with confidence that your advertisement along with the pictures was listed as "featured" on our site starting on 7 July 2022. Our internal communication reflects an acknowledgement by yourself that the listing was live on the site.Our site offers users differing functionality, one of them is that the general public "property buyers" can register a profile in order to receive notifications on new listings which suit their own personal criteria as well as save listings they are interested in purchasing. Clients who wish to sell their property privately as in your case, are provided with a confirmation link to access their listing should they wish to make any changes such as pictures, pricing, description etc. These profiles have separate functionalities and are not linked to each other. I can confirm that Jon-Henri sent you a detailed email explaining the profile and functions.
2. "Further my profile and photos had been deleted on Sunday 17th July when I logged on to check why I had no phone calls or anyone for the show day"According to our records, your property remained advertised on our site until Monday 18th July, in response to your request for a refund for your listing fee which was duly refunded and proof of payment was sent to you on Monday morning 18th July 2022. After refunding your fee, your listing was deleted. We have checked our internal records and cannot find any reason why you could not find your listing on the portal on Sunday 17th July. On Monday 18th July 2022 when our staff looked into your complaint your listing was still live and featured on our site.
Thank you for bringing this to our attention, we apologize for any inconvenience caused.
As you have received a full refund, we now consider this matter closed.
Yours sincerely,
Carolyn Savage
Best regards,