*********** Afrihost Accounts Department

Good day,

I am currently experiencing the worst service with Afrihost Fibre. As their accounts department is inconsistent, as they have failed to pay attention to detail and update thier billing system according to my payment history. On 1 April 2021, I permanently vacated from my previous address (Silver Oaks) and informed Afrihost team to cancel the Fibre package 25Mbps/25Mbps. As a new owner had taken over the property. I also informed Afrihost team my new address (Vista Complex), several times via telephone and email. Which as requested, Afrihost logged a ticket to Vumatel for a Fibre box/ONT device at my new address (Vista Complex). Vumatel conducted installation at my new address on 16 April 2021 and Afrihost support attended to a Network Error on the Afrihost router on 26 April 2021 and a configuration/OTP was made to activate the Afrihost and Vumatel package 20Mbps/20Mbps. Thereafter Afrihost Accounts Department credited to my account a pro-rated fee from 26-30 April 2021. I made payments for the Afrihost Fibre package from 26-30 April 2021 and 1-31 May 2021, which proof of payments were confirmed/located by Afrihost Accounts Department via email. On the 7th of April 2021, Afrihost suspended my Fibre account as I was credited again for April 2021 and May 2021. However, on the 30th of April 2021 i settled the due amount (pro-rated 26-30 April 2021) and 1 - 31 May 2021 following the Afrihost invoice and credit note. At this point Afrihost has suspended my fibre account, as they are claiming an amount of the canceled fibre package (25Mbps/ 25Mbps Metro and Afrihost) and 1-31 May 2021 (20Mbps/20Mbps Afrihost and Vumatel fibre package). Which on 30 April 2021 i settled my Afrihost account according to my agreed usage pro-rated from 26 April - 31 April 2021 and 1-May 2021(20 Mbps/ 20Mbps) This clearly states that Afrihost accounts department has failed to update their system according to the valid payments made on 30 April 2021. As they are claiming payment for April 2021 for a canceled fibre package, ( 25Mbps/25 Mbps) but evidently i vacated from Silver Oaks on 1 April 2021. I find that Afrihost accounts department is ***********, as they completed the migration of my new Afrihost fibre package with Vumatel (20Mbps/ 20mbps). I have emailed Afrihost several times to cancel the old fibre package (25Mbps/ 25 Metro package) and I have submitted my new address on several occasions. It is advisable for Afrihost accounts department to refer to thier system to track my fibre usage and update thier billing system according to the latest payment made. I am currently being inconvenienced with suspended fibre service after making valid payments on 30 April 2021. As a result of this frustrating/ extremely poor customer service experience with Afrihost I am being forced to consider a better fibre service provider that will credit me according to my usage and that is up to date with the billing process/ system.