Creating false client expectations which can not be delivered.

I have been a costumer at Afrihost for just over a year with no real customer support complaints, up to now. I opened a fibre contract in 8 September 2019, in the time when Afrihost was running a promotion which stipulated the first 2 months are free. But after I app**** for the contract it was confirmed that the unit I recently moved into did not had fibre and was in the process of installation. After I received this information I ask Afrihost to put my order on hold until installation is completed. In December the installation was completed and when I requested that the contract can now continue the sales representative informed me that the order was cancelled and that I had to open a new line where by all promotional benefit is will still apply. After applying and confirming my order I asked for confirmation per email that the promotional benefits will still apply as ensured by the sales representative. On this second email the sales representative did confirm in the following statement - "I acknowledge your order and confirm that the 2 moths promotion still applies.". When the line was activated I immediately received a bill for the line for the remained of the month with no indication of the 2 month promotion indicated. I forwarded this bill to the sales representative who ensured me of the promotional benefits. The representative reply saying I will not be receiving the benefits and there is no one (Not even the manager) which can action the benefits that was promised.

I feel that Afrihost is known for their service delivery and client support. But this is a classic example of extremely poor service delivery and creating false expectations to the client. This in my opinion is what causes companies such as Afrihost to loss there credibility. I really hope this issue can be resolved as the sales representative stop communication before a agreement was reached.