Customer service great, billing experience poor

I have been a customer for at least a decade and on the whole have appreciated the service Afrihost provides.

Customer support has consistently been responsive and helpful, and I have no complaints in that regard.

My concerns relate specifically to billing practices. On one occasion I was charged admin fees for failed card transactions, which in my view were attributable to a system issue rather than any action on my part. I disputed the fees on the basis that the transaction failures were not of my doing, and the matter was ultimately resolved in my favour.

More recently, I sought to cancel a Pure VoIP package that had been debiting R50 per month over several years, resulting in an accumulated credit balance displayed in South African Rands. Having been unable to make meaningful use of the service, I requested that the balance be credited back to my account upon cancellation. This request has not been accommodated, and I believe the matter warrants further review in light of applicable consumer legislation.

I remain a fair critic — the service itself and the support team have been a positive experience. However, I feel the billing and financial processes could better reflect the consumer protections afforded under South African law, and I would encourage prospective customers to review their billing arrangements carefully.