Axxess charged me for a product that I did not receive and refused to offer a refund

During the nationwide lockdown, I decided to upgrade my Internet speed as I was working from home. I upgraded from 40MB to 200MB on the 24th of April and was immediately billed for this product. On the same day, Axxess sent me an SMS to inform me that they had decided to upgrade all their 40MB clients to 100MB because so many of their clients were working from home and were using the Internet more than usual - a very nice gesture!

After my upgrade to 200MB, the Internet speed improved and it was only once my children started online schooling that I noticed that the speed was still too slow for me to work efficiently and that there was some lagging when my children had their online lessons. On the 3rd of June, I contacted the Assess call centre and spoke to Samantha in the technical department and complained about the slow Internet speed. She logged a fault with Openserve (52BWK030620).

Someone from Openserve called me on the same day that the fault was logged, and told me that I *was* receiving the 100MB that all 40MB clients were receiving for the duration of the lockdown. I then informed them that I had actually upgraded to and was being charged for, 200MB. Openserve said that they would check to confirm this on my profile. The guy from Openserve called me back minutes later and told me that indeed, I should be, BUT WASN’T, receiving 200MB. He then said that they ‘had flipped the switch’ and I would *now* start receiving 200MB. This after I had been paying for 200MB for over a month but only receiving 100MB!

Axxess' policy is that they don't credit for slow speed. I was not getting slow speed, I DID NOT GET THE PRODUCT THAT I HAD BEEN PAYING FOR, FOR OVER ONE MONTH!! Their excuse is that Openserve was charging them for 200MB. I ACTUALLY DON'T CARE IF OPENSERVE WAS CHARGING AXXESS FOR 200MB; I ONLY CARE ABOUT THE FACT THAT I WASN'T RECEIVING THE PRODUCT THAT I WAS PAYING FOR. THIS IS NOT MY PROBLEM; OPENSERVE IS THEIR SUPPLIER! AXXESS IS MY SUPPLIER! AXXESS MUST SORT THIS ISSUE OUT WITH THEIR SUPPLIER! The bottom line is that I was paying for a product that I did not receive so I want to be credited for the difference between what I was paying for and what I was receiving.

Rotten customer service! And a stupid policy that is open to misinterpretation!