Cancellation Ignored, Ongoing Incorrect Debits & No Escalation at Afrihost

On 01 June 2024 I cancelled our Connectivity service (TP-Link Archer MR600 Wi-Fi Router) via email and followed up with a confirmation phone call (***). Afrihost’s accounts team has since confirmed that the cancellation was received on 01 June 2024, yet it was only processed on 04 June 2024 due to their own internal delay.

Despite this, another debit order still went off on 01 July 2024. When I queried it, I was explicitly informed that the debit order had been processed incorrectly and that both the amount and the R50 admin fee would be credited back to my account.

However, since then, the R50 VoIP debit order has continued every single month without any further communication or notice. Based on the assurances given, I reasonably assumed that the promised credits had been app**** and the billing error corrected.

Now, when I attempt to reconnect the connectivity service, Afrihost staff are telling me that I am liable for charges caused by their system delay — not mine. This is completely unacceptable.

To make matters worse, attempts to escalate the issue have been futile: • I asked to speak to a manager and was told “the manager is at lunch.” • No one could tell me who the manager’s manager is. • I requested a callback and was informed that managers “don’t do that.”

Is this really how Afrihost treats its customers — ongoing billing errors, failure to correct internal mistakes, and no clear or accountable escalation path?

All I want is: • The incorrect charges refunded • The account corrected • A competent manager to take ownership of this matter so I can reconnect the service with confidence

Relevant Tickets: CUO-***4 (closed without resolution) SFP-***2 UTV-***3

This situation reflects extremely poor billing control and customer service, and it is disappointing to have to resort to a public complaint simply to get accountability.

I will use another ISP as Afrihost is useless!!!