Axxess

Dear Axxess Customer Support, I am writing to formally express my dissatisfaction with the service I have received as a new Axxess customer. I feel extremely disappointed and frustrated, as I have not yet had proper internet access despite already being billed and asked to make further payment. I was billed for August, even though I only moved in at the end of August and the installation was only completed on 05/09/2026. When I contacted Axxess on Saturday, I was informed that I would need to phone again on Monday to obtain an OTP number. The call took approximately 16 minutes to be answered, which added to the frustration. On 07/09/2026, I phoned again and was advised that I needed to make a payment of R705.00 in order to be connected. My husband then spoke to one of your consultants for assistance with connecting the router. Although he repeatedly explained that there was no internet access, the consultant continued to insist that there was an active connection. As a new client, this experience has been unacceptable. I have paid for a service that I have not been able to use, and the communication and support I have received so far have not resolved the issue. I therefore request that Axxess urgently investigate this matter, confirm why I was billed for August, explain the reason for the additional R705.00 payment request, and ensure that my internet connection is activated without further delay. I also request feedback on whether my account will be credited or adjusted for the period during which I had no service. Please treat this complaint as urgent and provide me with written feedback as soon as possible. Kind regards, Lizelle Harford