Misleading Package Communication, Billing Dispute and Poor Support Resolution Experience

I signed up with Afrihost for what was communicated to me as a 40Mbps/40Mbps fibre package. I have screenshot and email evidence from Afrihost confirming the 40Mbps package and pricing.

The 40Mbps package was also advertised as including free installation and a free router as part of the package offering.

However, after activation, Afrihost claimed their backend records reflect a 20Mbps package instead. They have acknowledged in writing that communication showing 40Mbps/40Mbps was sent to me, but continue relying only on internal system records while avoiding the contradiction between what was communicated to me and what was allegedly processed internally.

If I had truly app**** for a 20Mbps package, then the customer-facing communication should also have reflected 20Mbps, which it did not.

There are also unresolved concerns regarding: • Billing discrepancies • Router allocation • Poor handling and selective responses from support • Attempts to close the ticket despite the dispute remaining unresolved

I have requested formal escalation as I should not have to restart the entire process and explain everything again to another department after already providing detailed evidence and email history.

Reference Number: #AXE-***0

At this stage, I am seeking proper escalation, billing reconciliation, resolution of the router issue, or cancellation without penalty if the represented package terms cannot be honoured.