Bad service, unreliable and uncoordinated

Good at first, but after I have been experiencing connection problems with my router I was looking for help from their support department. First up was their Whatsapp support. I spoke to the person on the other side which told me that they have cancelled their collaboration with CellC and won't be working through their towers anymore. I wasn't presented with any alternative and was told that I am going to HAVE to cancel my subscription with Afrihost. This was on the 22nd of December 2018. I went to the "Client Zone" to cancel my subscription only to see that they charge R 999,00 for cancellation which is unacceptable as it wasn't my choice to cancel.

I requested that their support department contact me again, but this time via the support link on the "Client Zone". They contacted me and I explained the situation. They then assured me that the amount of R 999,00 won't be deducted if I returned the router to them. This was on the 5th of January 2019.

I agreed that they can have the router back and they told me that a courier would contact me to arrange when and where they would pick up the router. This was on the 15th of January 2019.

On the 23rd of January I received another email that the courier will contact me and pick up the router within 5 days and that I should be present at the address I specified. In this time the courier has not contacted me at all.

On the 1st of February I received an invoice that the amount of R 999.00 will be debited from my account. I expressed my concerns via email to their support department and requested that I want someone from their accounts department's contact number or for someone to contact me. Needless to say that this request was completely ignored.

I was informed that they can only credit my account once they have received the router which is contradictory of our earlier communications. They have also informed me that they rely on the courier company for this and that it is out of their hands. I once again expressed my dissatisfaction with this situation.

On the 5th of February 2019 I was contacted once again via email from their support department stating that I must set up the pick up for my router via the Client Zone this time and that they have escalated the matter to the accounts department. They also stated that the R 999,00 will be stopped.

On the same day another email came through from the support department, but from someone else stating that the debit order will happen and that they will refund my money once they have received the router. In this time I went on to the "Client Zone" to set up pick up for the router.

Upon setting up for them to come and get the router I was prompted to accept collection charges if the router would be found as "not faulty". The router is in working order and it's only the connectivity that's the problem as per their support department. There is no way to submit the pick up if the terms aren't accepted.

ONCE AGAIN I sent an email to their support department that I am not accepting any charges and that I will not be held liable for any payments. I proceeded to submit the pick up request only to be met with an error message, "Something went wrong". I tried several times to resubmit only to be prompted the same message time and again.

I have requested to get their departments manager's contact details and has as of yet not received any feedback.