Formal Complaint Regarding Poor Service and Unresolved Query

Dear Afrihost Customer Support / Mphiwe & Gian,

I am writing to express my dissatisfaction with the poor service I have received regarding a query logged on 21st December 2024 to resolve an issue with high gaming ping (***). Despite several attempts to resolve this issue prior to logging the query, I have not received any feedback or meaningful updates on this matter.

On 7th January 2025, I contacted your support team again due to the lack of response and to report that the issue remains unresolved. I spoke to Denzel, who informed me that the initial query had been closed without any comments or resolution, suggesting that no fault was detected. This is unacceptable, especially given that the issue persists.

Denzel then re-logged the query with Openserve (***). When I requested that the matter be escalated to a manager or supervisor, I was told that no manager was available and that escalation was not possible because the query had just been re-logged. This explanation is unsatisfactory as the original query has been pending for more than three weeks without resolution.

The lack of communication, the premature closure of the initial query, and the failure to escalate this matter demonstrate a significant lack of accountability and professionalism. As a paying customer, I find this level of service unacceptable.

I urgently request the following:

Immediate escalation of this matter to a senior manager or supervisor. A detailed explanation as to why the original query was closed without resolution or feedback. Prompt resolution of the ongoing high gaming ping issue. Compensation for the inconvenience and poor service experienced. Failure to address these concerns promptly will leave me with no choice but to escalate this matter to the Internet Service Providers' Association (ISPA).

I trust that Afrihost will treat this matter with the urgency and seriousness it deserves.