BEING FORCED TO PAY FOR THE CANCELATION FEE TWICE

Due to the incompetence of Afrihost to work with their Fibre provider to cancel our line correctly AND BECAUSE THEY HAVE NOT PROPERLY READ MY EMAIL we are being forced to pay the cancelation fee twice!

Here is the information I sent them, surely this is not difficult to understand:

"we were advised by your team that we will not be paying a cancellation fee because we were advised that we used your services for 7 months and the fee only applies for 6 months or less. Please listen to the last call we had with your consultants where they confirmed this to be the case.

We also had ongoing issues we experienced with internet downtime during the last month we used your services. It was due to these ongoing issues that we had to cancel as we work from home and simply cannot afford downtime.

We canceled our fibre, cancellation was to occur on 1 April (as early cancellation with a fee of R999).

We then got told by Frogfoot and our new ISP the early cancellation was not approved and that they can only take over 1 May (normal cancellation date)

Come 1st of April, our internet went down, after loads of back and forth we discovered that frogfoot changed our port VLAN over to new ISP - this was wrongly down on FrogFoots end most likely due to communication issues between Afrihost and Frogfoot.

The agent my husband was on the call with confirmed that the cancellation is still for 1 May (no early cancellation was granted). Whilst on the phone we were given the option that they will release the line (for the new ISP to take over) early but I had to give confirmation that we do not expect to get the money paid for service for the month of April (already paid at that point) back. So in essence we are losing that money due to Afrihost's communication faults.

Further, on the call (which I would like to request a copy of) he was told by the agent that the money will not be refunded but that there is no cancellation fee. She advised we were with Afrihost for 7 months, so no early cancellation fee applies.

I would not have signed off for my April payment to get ****** from us without having service if we knew that the early cancellation still applies. Your agent told us not to worry as it wont apply given we sign away the April payment.

This whole experience has been an absolute nightmare, this is not even to mention the amount of additional money we had to fork out to buy data to hotspot from in order to work."

I called yesterday and escalated this and have now requested a manager to call me several times! My request for a copy of the phone call has gone unacknowledged.

This is disgusting service.