Horrible service

On the 13th May 2020 I had requested a 10mb Fibre line with Afrihost. Signing up was easy using their app.The complex I moved into had a Vumatel line that was used previously that just needed to be migrated. However, after almost a month after spending 4 hours and 2 minutes on a voice call with Afrihost over the past month, I had yet still not received an installation. Every follow up on the phone would be faced with a minimum of 30 minutes in the waiting queue to be answered, and also then countless more minutes for Afrihost agents to speak to their supervisors. I would be then told it's been escalated and I should call after 3 days or the week after. The call back function on the App doesnt work as no one gets back to you. I had also spoken to agents on the afrihost WhatsApp chat option. I had sent them photos of the fibre connection and lack of a fibre box in my unit. It was concluded that Vumatel needed to do an installation or migration depending if there was a line active previously.

I would then spend alternate days/ weeks following up and I would be told it would be escalated etc. After speaking to a gentleman on the phone from Afrihost last week Monday ( 1June 2020) , I had cancelled my unused/pending installation as Vumatel could still not resolve the issue on their side as it shows the line is active. The gentleman could not cancel the package on his system as it was still inactive. He subsequently activated the package for which I was then charged R749. He had said that the package had to activated to be deactivated. I was then told that the amount that charged and installation fee will be refunded. I then spoke to the accounts department to follow up on the refund of the amounts on the 9th of June 2020. It was stated that the R749 subscription fee might be charged and might not be refunded.

Its been literally a month, I've yet to receive any installation or service and I've been charged an installation fee of R 1497 and then a subsequent fee of R749 for fibre that I did not use as I have no active line. The biggest problem I have is the inconvenience having to follow this up all the time for a service I did not use. I understand that the pandemic has really made it difficult to provide services and that delays are expected. However, it's been almost a month and surely as an ISP you would be able to diagnose when a client needs migration versus a new installation and be able to communicate that with the fibre provider (in this case Vumatel). I would just like a refund and have feedback before I get charged again for a service that I never used or had in the first place.