unhappy and frustrated

Hi Afrohost Team,

My name is Lorraine. I am writing to formally raise a complaint and request a review of the charges currently reflected on my account.

In the first week of January, I spoke with one of your agents, Zamo, to confirm the nature of my account. I was advised that my account is month-to-month. During this conversation, I explained that I would not be able to make payments for January and February, as I was not working at the time, and asked whether the account could be suspended and reinstated in March. I was informed that this would be possible and that, since the account is month-to-month, I would only be billed when the service was in use.

Based on this information, I understood that no charges would apply for January and February while the account was suspended and unused. However, I have since received an invoice showing an outstanding balance of R823, which I am unable to pay, particularly as I am currently unemployed.

I later spoke with Jackson from Support, who advised that payment arrangements are not possible. I also contacted Accounts and was instructed to email in so that this matter could be reviewed.

To clarify my position:

I am willing to pay R399 for March, as the service has been reinstated.

I am also willing to settle the R399 reversal from January.

I am not able to pay for February, as I was clearly advised that no payment would be required while the service was suspended and not in use.

According to your system, the account has not been actively used for December, January, or February. Given the guidance I received from your agent, I believe I was misinformed, and I am disappointed by the inconsistent communication I have experienced.

I kindly request that the February charges be reviewed and reversed so that we can resolve this matter fairly. I value Afrohost’s services and would like to continue using them, but I cannot do so under the current billing situation.

I look forward to your feedback.