Terrible, *********

Afrihost has made a massive amount of poor customer service decisions with my switch from DSL to fibre. They are currently my data provider on DSL. Obviously no loyalty to their customers there.....

I have complained to their call centre and have e-mailed their escalation email, but am just being ignored. For the sake of efficiency, I will list the highlights here in the hope that someone from this company will catch the urge to look into it and perhaps, just perhaps, act.

First, Afrihost sold me a package without having any routers available without stating this up front. Gave me a 3 - 5 delivery day window only to inform me after the 5th that they are out of stock. This is ********* as I could have gone with another service provider.

Then they re-invoiced me for DSL. Phoned them to be informed that I did not cancel. So I can order fibre with them and then they think I still want to keep the DSL? This is sloppy. I complained about both these errors and wrote a mail to their escalations email stating that their ********* behaviour is putting me in a spot of bother as I am now being invoiced for fibre I do not have, and will not have internet after the 2nd of Feb as the DSL was already cancelled. I have heard NOTHING back. Great service!!!

Then I get a notification around day 6 of placing the order that my router is now formatted, but nothing of my complaints and how they are going to resolve it. Head in the sand approach to the customer? I told you that I may not want your router in my complaints as you already broke your end of the agreement by not supplying the router in the agreed time.

Last, I received an invoice for the fibre service and out of nowhere, they escalate the quoted R777 per month to R857 and then add VAT. No line item for the extra R80 and a breach of the Advertising Standards Act. Nowhere on the advert is the price of R777 advertised as VAT exclusive. Let me add the relevant piece of the legislation for your assistance and understanding, Afrihost:

Section 65 states that if the VAT vendor decides to advertise or quote the VAT, the price exclusive of VAT and the price inclusive of VAT separately, both prices must be advertised or quoted with equal prominence and impact.

You cannot hide behind terms or fine print, even though there is none on the advert. You cannot advertise VAT exclusive prices!!!

Thus at present, your strategy appears to be carrying on as if nothing is wrong, and thinking I will just go away. I suggest you get into contact with me and fix this fast. You are not the only service provider. I WILL go to the Consumer Council and Advertising Standards Authority about your behaviour.