Disgusting client service experience

I have been a loyal customer for years, but my recent experience has been unacceptable, and I no longer wish to continue with Afrihost. Earlier this year, I moved one of my lines to a new address and mistakenly selected the wrong account. This error turned into a major issue, resulting in extra activation fees on top of my monthly payment. Despite numerous calls, messages, and tickets, the situation only got worse. The following month, I was billed for three lines instead of two. On top of that, an upgrade that was pending on one of my lines was mishandled. My original line was 50/50, and instead of being upgraded to 100/100 as requested, it was downgraded to 50/25. Meanwhile, I am paying for the 100/100 upgrade line as well—so now I’m paying for three lines, but only use two, and the one I actually wanted (100/100) is unusable. My app shows incorrect information, I cannot manage my services, and despite cancelling all lines last month, I’ve been told I must keep paying until February; including for a line I cannot use. This has disrupted important projects and left me stuck because Afrihost is effectively holding my line hostage, preventing me from moving to another ISP. At this point, I want nothing further to do with Afrihost.

I expect: Immediate cancellation of all my lines. A review of my account and fair credit for the months I’ve paid for services I could not use. Confirmation that I will not be billed beyond what is absolutely necessary.

I’ve spent countless hours trying to resolve this, and the lack of accountability is unacceptable. Please escalate this to someone who can resolve it promptly. If this cannot be resolved fairly, I will have no choice but to take this further.