Been paying for a line we cancelled a year ago
Good day Ian
I trust you are well?
Firstly, I would like to say I am so sorry about the experience you had.
My name is Arthur from the Complaints Department.
Upon reviewing the account, I can confirm that you first contacted us via chat on 2025-03-03 at 15:53:18. During that interaction, you advised that you would be moving from 132 Sibiti to Heron Heights, which had recently launched in Steyn City. The agent informed you that your service could be relocated to the new address and provided you with the necessary steps to complete the relocation process. You also advised the agent that you would proceed with the process the following day, on 2025-03-04, as you were still waiting for confirmation from your estate agent regarding fibre availability at the new property.
You then contacted us again on 2025-03-04 at 13:11:33, requesting assistance with accessing ClientZone, as you were unable to log in and proceed with the relocation request. The agent assisted you by sending a password reset SMS, enabling you to regain access to your ClientZone account.
Thereafter, you contacted us again on 2025-03-25 at 12:40:02 regarding the sign-up process. During this interaction, the agent explained that the Vuma package linked to 132 Sibiti would first need to be cancelled before you could proceed with signing up for the new package at Heron Heights. The agent further advised that you could sign up at the new address as a migrate-in once the cancellation at the old address had been completed.
Based on the chat history, the relevant information and steps regarding both the relocation and cancellation processes were provided to you by our WhatsApp support agents. The required actions needed to be completed through ClientZone; however, the relocation or cancellation requests were unfortunately not completed at that time.
On multiple occasions, our agents provided guidance on the necessary steps to follow for either relocating or cancelling the service linked to 132 Sibiti, but these processes were not finalised.
Unfortunately, we are unable to accommodate your request for a full refund on the old line, the interest charges requested, or the claim for R20,000 relating to emotional distress and administrative burden.
As per our Terms and Conditions, all clients are required to ensure that cancellation requests are submitted accordingly, as Afrihost will not be held liable for any losses or damages in this regard, in line with Section 20, Clause 20.1.5.
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20.1.5 It is the Client’s responsibility to ensure that cancellation is submitted timeously. Afrihost will not be held liable for any losses or damages in this regard.
You can refer to the link for our Terms and Conditions: https://www.afrihost.com/terms-and-conditions/general ==============================================================================================================
I can see that the cancellation request was submitted on 2026-05-06, and the service is scheduled to cancel on 2026-07-01. This means you would normally still be billed for June 2026.
However, in good faith, I have amended the cancellation date to 2026-06-01, so you will not be billed for June 2026.
For reference purposes, I have attached screenshots of the guidance and steps previously provided by our agents regarding both the relocation and cancellation processes.
Kind Regards Arthur T. Complaints Department