Terrible service of we cant do nothing for you mam

I messaged afrihost on the 5th November 2025 asking them how to cancel my Fibre they did not tell me , I assumed I tell them and it gets cancelled, only for money to go off early in the morning and them tell me they cant do nothing, the money is already gone, and they have no record of me asking to cancel, what nonsense when I have a screen shot of the conversation with the agent Zanele R, its pathetic really that the customer should pay for their incompetence.