POOR BILLINGS PROCESS

I joined Afrihost in 2016. Our debit date agreement was the 1st of everymonth. I lost my job in 2019 but continued to pay to date. On the 01/01/2025 i missed the payment(insufficient funds in my account) i then received an email and sms to settle the account before the 20th of January 2025. I did cash payment on the 16/01/2025. I sent through POP and received acknowledgement email of payment.

On the 01/02/2025 my wifi got disconnected, i assumed there was technical or network error till the 3rd. I phoned them and the consultant informed me that my account was cancelled due to non payment, i asked which one because if my debit date falls on a weekend you then debit the next working day which was the 03/02/2025. He told me, because i missed the debit order of January automatically the account gets cancelled. I asked him why do you bother giving your banking details knowing that you cancel the account even if we do settle the account.

He suggested i re- apply. I asked if i do that will i become a new client and will i get a new devise, his answer was NO. I complained to say why then do you cancel my account why are you not reinstating it. I cut the story short and he re app**** on my behalf.

I called again few minutes later, the consultant i spoke to told me the same explanation and confirmed my new application was done and asked me to upload my id and proof of address(bank statement) I even emailed it and received confirmation. He changed my addtess and told me a new sim card will be delivered within the next 3-7 working days. I opted for collection. I asked when will i pay since i am now a new client, he said by the end of February.

On the 04/02/2025 i went to them and collected a new sim card and i was reconnected succesfully.

On the 08/02/2025 i received an sms of a missed payment from Afrihost. I contacted to ask why because i was told their debit orders are run on the 1st of everymonth. I was told because i did not pay on the 1st of February, i asked why do i have to pay whereas you have cancelled and disconnected my account and it was reinstated on the 04th of February. Bongani their whatsapp agent said i need to pay and can do that on my client zone, i told him i am not going to do that, it is not my fault they did not debit and i don't understand why must they debit on the 08th and there are funds in my account they must just debit because i'm scared they will cancel my account again and go through all that frustrating process i went through, He said "I cant debit your account"

I spoke to Prudence(whatsapp agent) whom i explained what happened, she understood better than Bongani BUT she alsi said pay via client zone, i told her i am not going to do that becauae you will eventually cancel my account even though i will pay.

I AM NOT HAPPY WITH THIS WHOLE PROCESS. THEY MUST JUST DO THE RIGHT THING WITH THEIR CLIENTS, BEEN WITH THEM FOR OVER 1OYEARS. I NEED THEIR SENIOR TO EXPLAIN TO ME WHAT EXACTLY IS GOING ON WITH THEIR BILLINGS ACCOUNT.