Disgraceful Customer Service.

Absolute disgraceful customer service. In a society where the only thing separating a good ISP from a bad one is customer service, Afrihost manages to completely abandon any hope of having new customers by completely ignoring the needs of their customers.

I had joined Afrihost for the simple reason of receiving a good customer service experience, since most ISP's in South Africa offer the same pricing, especially with regards to the RAIN fixed wireless package.

After trying to topup my package one night and not receiving my topup, the struggle began. Afrihost offers 3 sources of customer support, which by the way closes at 5pm (ridiculous to start with, since internet is a 24/7 service). Firstly I tried their Whatsapp chat service, which I stated as "Urgent". I received a reply asking for my ID number and that was it. I sent around 10 more messages afterwards, with the consultant clearly online, and I was completely ignored. I also submitted a call me back request, since one cannot simply call them you have to wait for them to call you back. My support consultant was completely *********** and stated that their system showed various errors and that I should hard reset my router, which I then did. He told me the topup is now showing that was it.

The next morning, the topup was still not showing and I decided to submit a call me request and try the third option, online chat. The online chat told me that they cannot access account information. What purpose do they serve then?

After my fourth call back request, I received a call from a consultant and after a long talk he stated that the matter has been escalated and it should show up tomorrow morning at 8am. He also stated he would call me to check on the status.

The next morning I noticed the topup was still not showing and consultant never called me. I submitted another request, through the online chat, since the chat told me they cannot do it online and they would need to call me back. (?) I spoke to a new consultant and he stated that he would call me back (after being on hold for 20 minutes) to speak to the manager.

The consultant called me back stating that they would not give me a topup since I already used it. AFTER THEY TOLD ME THEY WOULD ALLOCATE IT THAT MORNING.

I asked to speak to the manager and this is where they fail completely. The manager was rude, spoke over me when I tried to speak, and stated that he would call me later, but he thinks that I used the topup and that is it.

Needless to say, he never called me back and it is now safe to say this is the WORST ISP in the country in my books. Telkom customer service puts them to shame. Well done Afrihost.