Poor Service, charged for service not provided

Complaint Regarding Fibre Cancellation Fee Invoice

I am writing to formally express my dissatisfaction with the recent invoice I received for R999 after canceling my fibre connection order. I would like to bring the following concerns to your attention and request the cancellation of the invoice.

Incorrect Coverage Information: According to Afrihost’s coverage map, fibre services were available in my area. Based on this information, I placed an order for fibre on the 2nd of January, and I received the router shortly after. However, when I followed up regarding the installation, I was informed that there was no coverage in my area, despite the initial coverage map indicating otherwise.

Unfair Cancellation Charge: After being advised to process the cancellation via the website, I proceeded with the cancellation, as instructed. The cancellation terms indicated that Afrihost reserves the right to charge for the router if it is damaged or not returned in its original packaging. I find it highly unfair that I was immediately invoiced R999 for the router when I did not receive a service and had no opportunity to install or use the fibre connection.

Responsibility for Router Delivery: It is important to note that Afrihost sent me the router without first verifying the availability of fibre coverage in my area, which ultimately led to the cancellation. As the router was delivered based on incorrect coverage information, I do not believe I should be held responsible for the associated costs.

Given the circumstances, I kindly request that you cancel the invoice for R999 and review the situation in light of the incorrect information provided regarding coverage.

I would appreciate a prompt resolution to this matter and would like to avoid any further complications.