AFRIHOST *****S MY MONEY

We have a Fibre line with Afrihost and never had a days problem with the line. I also always recommended them. But when it came to cancelling it was the worst experience I have ever had in my life. I called the call centre in August to find out how the cancellation policy works and the gentleman informed me that as long as I cancel the line before the 15/09/2023 the line will be cancelled by 30/09/2023 when we were planning on moving to our new premises. On 11/09/2023 I called the call centre again to cancel the line online in clientzone with a call centre agent to make sure that I do it correctly. It then said cancellation would be 31/10/2023, I then queried that as it wasn't what I was told. This call centre agent then informed me that the correct procedure is to give a month's notice. I then emailed Afrihost to query this and they just refused and said no that is the policy. I then requested that they pull up that recording of the call and listen to what I was told. I only received feedback from Kamohelo on 14/09/2023 after I had to email again whereby he informed me that the cancellation would be actioned for September 2023 as I was misinformed. I confirmed with Kamohelo that I will not be debited again at the end of September 2023 and he said I wouldn't be debited. Today, 03/10/2023 I wake up and see that Afrihost has debited my account again. I requested a call back and spoke to Mathopelo and explained everything and asked that I please get a refund of my money. Mathopelo then proceeded to tell me that Kamohelo did not send through a request to cancel the line and that is why the billing went through again. She also says that there is usage on the line. To my shock, I asked how is it possible if we moved out on the 18/09/2023? She said she is not sure and how do they have proof if we moved out? I have proof on the app that there was no usage from the 18/09/2023. I called our rental agent to ask if the new tenants also have Afrihost and she called me back to confirm that they do. Afrihost just told the new tenants that they only need to move the line to the new address but never checked that it was on the correct person's name. Now there usage is on my account which is unacceptable.

I cancelled the account and Afrihost did not do what they were supposed to. I would like my money to be refunded as I have all the emails confirming cancellation and also all the photos from the app proving that we did indeed move out on the 18/09/2023.