Unfair Fibre Promotion created to Lure clients!

I am extremely disappointed by the service I have received. I have been billed for my Fibre account with effect from 1 October 2019. My fibre account was recently activated on 30 August 2019 between 5pm and 7pm the evening, which means my first month subscription was literally 1 day and a few hours to be exact. One of the main reason we signed up for the promotion with Axxess was to benefit the saving of 2 months subscription but that is not the case.

I called the accounts department on Monday to query the bill and they are insisting that the activation date of 30 August is considered a full months' subscription. To be precise, we received 2 days (30 & 31 August) and 1 months's (September) service in total. According to the Terms and Conditions of the Fibre promotion, Axxess will cover the first 2 months fees and clients will pay from the 3rd month. I expected Axxess to provide me with the promotion up until 29/30 October 2019 at least and then start billing me for the pro-rata for the last few days of October 2019 to make it fair as there are no specified dates listed on the terms and conditions. I have paid my ADSL account for the full month of August as well as September for which I queried the account due to my fibre being active wef 30 August and received a credit for the adsl for September only.

I have been a valuable client with Axxess since 2015 but to receive service like this is extremely disappointing. I feel completely cheated and ****** of the deal. This was just a money making scheme for Axxess to lure customers. The Terms and Conditions listed on Axxess' website does not specify exact dates of "as and when" the promotion will commence on (the date of the activation) to make it clearer for clients to understand what they are getting themselves into before joining.

Clause from the Terms and Conditions Page for Uncapped Fibre Promotion, which is contradictory: "The activation month (month in which the service is activated with Axxess) as well as the first renewal month (the month following the activation month) are free. Clients will receive a R0.00 invoice for these first 2 billing occurrences and will only start paying the monthly fee from month 3." https://www.axxess.co.za/docs?tab=terms#tc-11

I received a very unprofessional response to my complaint from Axxess, from an anonymous staff member who does not end off his/her email with a greeting and an email signature.

Email response received: "Good morning

Do note the promo states “Up to 2 months.” And the terms and conditions notes “The activation month (month in which the service is activated with Axxess) as well as the first renewal month (the month following the activation month) are free. Clients will receive a R0.00 invoice for these first 2 billing occurrences and will only start paying the monthly fee from month 3.”

Axxess does not have control over the installation and activation date hence we have made it up to 2 months to compensate for whenever the activation date might be. We had promotions before where activation month was free and in instances where installation is done close to end of the month, clients only received a few days free.

The promotion also includes free installation, router and shipping valued up to R5000. (We state up to R5000 due to shipping and installation costs varying from client to client).

I see our accounts department also cancelled, credited your adsl line as well as uncapped account and waivered the 30 day calendar notice due to moving over to fibre. So there is currently R 733.00 credit on your account."