PATHETIC SERVICE!

I believe i have got to the point where I am absolutely LIVID with Afrihost.

I have been a loyal client for a couple of years and had no issues, had mobile products and then ADSL and when I was able to I moved to Fibre and boy oh boy was that the WORST EVER!

I received the most pathetic service since i moved over to a Fibre package. I email support with a query and get a reply literally 3 weeks later. My issues started there.

I then started shopping around and decided to move ISP’s. I was unable to use the Client Zone so whenever i needed to log into Client Zone, i would need to email support who as we know takes FOREVER to reply. When I eventually was able to, I submitted a cancellation request. I then chatted to a support agent via WhatsApp to request a cancellation and it was confirmed the cancellation was received. I specifically asked if i will be billed anything and confirmed that i will NOT be billed (attached screen shots thereof).

Then I emailed a request to Accounts regarding the cancellation and they too confirmed that cancellation was done and mentioned nothing about being billed for anything whatsoever.

Strikingly, no retention was ever done, no one called me to find out why I cancelled. This was shocking coming from Afrihost but at this point, I am not surprised. Moving along, wanting to activate a package with new ISP and I am unable to? Call Afrihost spoke to someone in Accounts who confirmed that the cancellation was incomplete (this was on 4 November 2018) and that the system was “stuck”. He then pushed through the cancellation and the found that my contact details on his side was INCORRECT. Strange as client portal is up-to-date around this. But it explains why OTP’s were never sent since it was sent to incorrect number. Again, NO confirmation of any fees or bill or amounts due to Afrihost from me.

Three days later, get a notification regarding an invoice outstanding with Afrihost for R999.99 for a Cancellation Fee. I reply to accounts asking them what it is for and i got a reply today 14 November 2018 only (some service I tell you)

In the interim new ISP can’t activate a new package and I am getting frustrated so I call accounts again, speak to a guy by the name of Thabo. Now Thabo was helpful in a sense that he explains to me that I was to stay with Afrihost for 18 MONTHS before I can move ISP’s and with that being said I owe you R999.99 cancellation fee. So i explain to Thabo what happened and he says he will get a manager to call me in the morning on 13 November 2018 (I am still waiting for this call).

I then try to get hold of said Thabo today because he confirmed that if no one calls I can call him. He also confirmed he will email me a ticket number so I can email for updates (still waiting for that too). So when I call today, Thabo is not available, ALL Team Leaders / Managers are on lunch or calls and Thebogo (consultant who answered the call in accounts) is unable to assist but will get Thabo to call me back (still waiting for this call too).

NOW, through all communications and calls, NOT one mentioned a cancellation fee, not one informed me that I have to stay with Afrihost for 18 months before I can move. Not one decided to find out the crux of the matter and ALL were happy to just process a cancellation and carry on with their merry lives. Now I know i might not have the biggest and best package you have to offer but i am a client nonetheless and deservedly so need to be treated as such which has not been the case.

Please explain to me why I am liable for something I had no knowledge of.

Thank You Riaan