Afrihost - appalling client service and money lost

Absolutely appalling client experience.

I ordered fibre on the 13th. The order also contained a UPS device of R800 and R250 delivery fee. Afrihost immediately took the R800.

Opened a support ticket on the 20th, asking why my order isn't being processed, as MetroFibre (line provider) itself confirmed all is in order on my line, i.e. ready. Was told to just wait as MetroFibre isn't ready.

Opened another support ticket on the 26th asking the same thing, because I checked coverage with multiple other ISPs such as MWEB and Cool Ideas. Was never rep**** to.

Also on the 26th, the afternoon, I opened a WhatsApp support line. I was told that the system doesn't say my line is active at my address. Was asked to provide a proof of address (POA). I asked why this is necessary, why I am being treated differently from other clients, and why I have been waiting for them. Was told that the POA would be sent to MetroFibre to fix it on Afrihost's system. I refused to send my POA as it felt like I was doing Afrihost's job. The agent advised that they can't help me then. I asked that my entire order be canceled and all money refunded - they said they will do that.

My order went into a 'canceling' status. I received multiple emails saying my router is on its way (wait what). Received a bunch of invoices. A delivery fee of R250 was taken off of my account.

The router and the UPS arrived on the 28th. I opened another call asking why I have the router and the UPS now. Was told that they processed the order before they could cancel the shipment at the warehouse, in error. Was told to keep the UPS (that's fine, handy device anyway).

Was contacted and asked to confirm my address so that a courier can collect the Wifi Router that was sent to me in error.

On the 29th another R250 was subtracted - probably for the collection of the router (why).

• Why should I follow up on my line's status, is your integration with MetroFibre broken? • Why should I provide a POA if other clients do not have to, is it not sufficient to provide textual address details? They were in my house to install??? • Why did you courier me anything, because I asked that the entire order be canceled (including the UPS)? • Why did you charge me for collection of the router that you sent to me - that was your fault? • Why did you courier the router to me, if you 'can't help me' unless I send you a POA? Was everything in order then? Or was it a ploy to de***** me of the delivery and collection fees?

Safe to say that I will never deal with or recommend Afrihost again.