CANCELLATION FEE

on the 3rd of May i requested a cancellation of my fibre because of the terrible price increase and the reduction in speed.

Your agent Portia M assisted and informed me that it was cancelled on 2023.05.03 and would be effective on 2023.06.01.

I specifically asked her if my account would be debited again, she said " you will not be debited again."

On the 7th Of June 2023 I spoke to your agent on whatsapp again by the name of Thulani K, I asked him why my account was debited again. He said as per the policy it is a cancellation fee, when I complained about it, He then informed me "I sincerely apologize for that, our cancellation fee only applies on the router."

I asked if I can send the router back.

He then informed me "Thank you for patience. Yes, you can return the router and we will remove cancellation fee.

He then continued to give me the address of 376 Rivonia Boulevard, Rivonia, Johannesburg, 2128.

I then get an email stating that the router cannot be returned and they cannot cancel the cancellation fee.

I have returned the router at a price of R250.00 at my cost. Your office accepted the router, I received a phone call from the office when it was delivered, and all was accepted and was not told on the phone that I could not return it.

The staff clearly dont know what they are doing. They are all giving different information to there clients.

This is totally unacceptable. The agents who gave me the incorrect information must be liable for these costs.

Your office still has my router in your possession.

I was told that it is in the policy agreement, but your staff dont even know what they are, so how do you expect your clients to know them.