How Cheeky

I signed up for Fibre 6 October 2017. Waited until 18 December 2017 before it was installed. The line started working on 31 December 2017. The internet stopped working 13 January. This is where I got to see the true colours of Afrihost. Several phone calls, where you have to hold for in excess of half an hour before someone picks up the phone, emails with no replies, online chats where once again, have to wait for more than half an hour before someone picks up. Then they shifted the problem to Vumatel, now I had to deal with Vumatel. The line was fixed 26 January. I did not have internet for almost 2 weeks. During all the frustration of trying to get hold of a person at Afrihost, I decided to cancel my line due to the extremely poor and disappointing service. I woke up Sunday morning to an sms stating that I was billed R2334.48 by Afrihost. After some time I received the invoice from Afrihost. I went through my records, and I could not find a copy of the agreement. I have queried it earlier today, and again, waited 45 minutes before someone went online to reply to the chat, and the chat duration was 46 minutes (please refer to the upload file). The agent sent me a link to the terms and conditions, and clause 10.8 states: Applicable to signups on or after 05 October 2017 - Should a user cancel their Afrihost Fibre less than 6 months from installation, they will be charged a fee of R999 to recover costs for the Wi-Fi Router. The agent said he will send it to the accounts department for them to rectify and I have to wait up to 5 days for the refund. (all in the transcript uploaded)

I have 5 Questions for Afrihost: 1) Why did you not send me an invoice before you billed me? 2) Why did you bill me R2334.48 and not R999.00 3) Why do I have to wait to get my money back if the error is on your side? 4) How many people have you incorrectly billed to see if they notice the difference? Is this a money making scheme by Afrihost? 5) Do you think it is fair to bill be the R999.00 for cancellation due to terrible service?