Pathetic service

I have been with Afrihost for over 10 years now. I never really had any problems to report and need them to action until now. One of my LTE accounts uses a ZTE modem. I reported the Modem to a consultat, Kgomotso, she assisted me but the router was not collected. A few days later I made contact through their WhatsApp platform and chatted with a consultant, Siphesihle N. I was adviced to agree to terms and conditions for collection because he can not see anything on my account relating to the collection of a router. I made it clear that this is having financial complications since I am working from home. I call back was logged and a consultant phoned my later during the day. I did not get his name. He said he will track and report. I never received another update. A day later I made contact a gain through WhatsApp and chatted with a consultant Sinah K. I was adviced that no proof of the faulty modem could be found AGAIN. I was then instructed to type an email since I can not accept the terms and conditions over WhatsApp (after being instructed by the previous consultant to accept over WhatsApp).

This is absolute pathetic service. I am seriously considering to move to another ISP.