Afrihost - Beware of hidden Cancellation Fees!!!

After being Afrihost/Openserve customer for years I recently relocated. I submitted relocation request to Afrihost months in advance. The fibre activation at my new address did not happen. Openserve repeatedly did not arrive for the scheduled installation date without prior notice. The end result was that I was without internet for weeks and spent hundreds of rands on mobile data. After weeks of phoning Afrihost support multiple times daily for weeks I eventually got my line activated by Openserve (existing line, no installation was required). At that point I had lost complete trust in Openserve ability to delivery customer support and decided to cancel my account with Afrihost/Openserve and move to an alternative fibre provider.

I was then surprised that I was charged a R999 cancellation fee by Afrihost. Usually this fee is due if you cancel within 6 months of signing up. However, since I had been a customer for many months I didn't even consider this would be due. Afrihost also didn't warn me of the cancellation fee and nowhere on their website does it state that the fee is also due for relocations.

Initially I was told by support that my cancellation fee would be refunded. After more follow ups and calls I was told by the accounting department that I won't get a refund. It took more calls to the support team, multiple emails (which went unanswered for weeks) to finally get a team-lead to confirm that they won't assist me in getting a refund back from OpenServe.

Very disappointed and definitely won't use them again!