Costumer care does not read nor understand how to do support

Hi

My wife uses Afrihost mobile on my name, a few days ago her phone started reporting that it cannot connect to the network and needs to authenticate to MTN network. Yesterday @ 10:40 AM. I logged a ticket saying that although the APN is configured (as per their website) and I attached screenshots it does authenticate to Afrihost network.

As I sent the device from my wife's phone and email they could not find the product, (I did CC the mail to me, but their support system did not detect this.). I then forwarded mail to me and sent it to them saying that I logged the ticket and it is now from my registered email. Then after a complaint from their side that I should send from my email, they kept sending to my wife's email although I each time forward the mail to me and answered from my email they did not switch to my email.

I was then asked to verify account via a proof of ID, I then asked why the response I got from Sipho M was " reason for this there is a grace period that the account can work without verification so you can use the internet to verify but after the period passes data stops working ", I then told them this specific number and package is 23 months old, I do not think this is the problem and why do I need to verify now, they also asked for my IP again.

Refilwe K then asked for ID again and that I should send it to legal. I then send the email to legal and sent a mail saying a sent a mail to legal, I have not received any feedback (I did wait about 2 hours), and attached an IP lookup. I then got an email asking for the ticket number, this is after I said legal did not reply. I then sent my ID to the ticket, ass I was on my iPhone I did send the document and a OneDrive link to my ID (as it does not always send PDF nicely). The response I got: "Im sorry about this but we need a screenshot not a link as we need to upload the document or picture sent on our system". If they clicked the link it would have downloaded an ID pdf. I then asked to speak to a manager. Refilwe K confirmed a manager will call and I got an SMS from Afrihostsaying a call is scheduled for 8:00 - 8:30. I dod not receive a call.

This morning I send all documents and stuff from my PC, I then got a nice guide on setting up the APN and asked if I switched devices. Just as a reminder I started the original email with screenshots of the APN setup and IP lookup that that should APN is set up but not working.

I have now sent the screenshots again and hoping to get this resolved.

"Fibre Enquiries" confirmed he did not see the screenshots and apologised, the latest message is "Thank you for your valued email. My apologies I did not see the original screenshots, this could be related to an issue we are experiencing on certain models of Android phones, please could you confirm the make and model of phone you are using, as well as the firmware version of it. That way we can confirm if that is indeed the cause of the issue."

If only we could have been here yesterday already, I there is a known problem maybe start with that, instead of 16 emails about nonsense.