FORMAL COMPLAINT – INTERNET SERVICE NOT PROVIDED, VUMA CASE CLOSED WITHOUT RESOLUTION

FORMAL COMPLAINT – INTERNET SERVICE NOT PROVIDED, VUMA CASE CLOSED WITHOUT RESOLUTION Dear Afrihost, I am extremely upset and disappointed with the service I have received from Afrihost this week. I have been contacting you since Tuesday, and I have been without a properly functioning internet service since Monday. I have been patient throughout this entire process, but I am now at the point where my patience has run out because I am STILL offline. I pay for a full month of internet service, yet I have been sitting without a usable connection for almost an entire week. I work from home and rely heavily on my internet connection for work. My family also uses the internet to stream on our TVs, so this has caused a major inconvenience to my entire household. If I failed to pay my Afrihost account for a week, I am sure my service would be suspended. Therefore, I expect the same level of accountability when I have paid for a service that has not been provided. I have contacted Afrihost repeatedly and have spoken to several members of your team, including: Koketso R Itumeleng M Faith G Amogelang Nyiketa B I have been patient and cooperative with every person who assisted me. Eventually, a Vuma case was logged: Vuma Case: ***1 Status: Open – Awaiting Tier 2 Assignment I was specifically advised that Vuma's portal showed my service as DOWN/IP not connected, and that the matter had been escalated to Tier 2 for investigation. I was then told that I needed to wait 72 hours. I waited. Now I have discovered that the Vuma case was apparently closed because the issue was supposedly resolved remotely. BUT I AM STILL OFFLINE. How can a fault be marked as resolved and the case closed when the customer is still sitting without internet? Nobody contacted me to confirm that my service was working before the case was closed. I should not have to keep contacting Afrihost to explain that the problem is still there. To make matters worse, I am now being asked to wait again, potentially another 24 hours, with no guarantee that I won't simply be told to wait another 24 or 72 hours after that. This is completely unacceptable. I am paying for a service that I am not receiving, while losing valuable working time and having my family inconvenienced. I have already spent considerable time contacting Afrihost, waiting for responses, speaking to different agents and following instructions. I am now also losing my own time and money trying to get a service that I have already paid for. Being patient and polite should not mean that I get taken for granted. I am therefore formally requesting that Afrihost: Urgently escalate this matter to someone who can actually resolve it. Restore my internet service immediately. Explain why Vuma case ***1 was closed when I am still offline. Confirm exactly what was supposedly done remotely to resolve the issue. Do not close the case again until I personally confirm that my internet is working. Provide me with a credit/refund for every day I have paid for internet but have not received a usable service. Consider the significant inconvenience and loss of working time caused by this prolonged outage. Provide me with a clear explanation and resolution rather than simply telling me to wait another 24 or 72 hours. I appreciate the individual agents who have assisted me this week and I acknowledge their patience. However, the overall handling of this matter has been extremely disappointing. I should not have to keep chasing Afrihost for a service that I have already paid for. I have been patient since Monday. I cannot wait another 72 hours. I need my internet for work and my family needs the service we have paid for. Please treat this as a formal complaint and urgent escalation. If this matter is not resolved urgently, I will have no choice but to escalate the complaint further through the appropriate consumer and telecommunications complaint channels. I expect Afrihost to take accountability for the service failure and to compensate/credit my account for the period in which I have been without service. Customer Name: Joy Frank Contact Number: *** Kind regards, Joy Frank