DISGUSTING SERVICE FROM ADRIAAN, BALWIN FIBRE,BALWIN CONNECT. UNRELIABLE SERVICE, ********S , ABSOLUTELY UPHAULLING.

A couple of months ago I signed up for Fibre connection with Balwin. As part of the application process, I provided my banking details as required but indicated that I would be paying via their portal which allows for immediate payment and reconnection. I have always been paying my account in this manner from inception and have no qualms whatsoever.

A couple of weeks ago, I was told that an email was sent to me (which I have no record of) where client's were notified that all payments would be processed via debit order owing to their portal undergoing maintenance. I was more than happy to have my account debited during the portal's maintenance which I was notified would only be offline for a few days. I then signed an official Debit Authority form for the first time since my initial sign up and expected to be debited accordingly. Days went by and I had to follow-up before being notified by Adriaan that their system had "blocked my account for failed payments". I found this surprising given that my account was being paid every month using the portal, and, more so because I gave authority to have my account debited for the first time in July 2025. I asked Adriaan to send me a full report of this supposed fail payments and to check on the system if no portal payments have been used. He has failed in providing same and is insistent that the line is suspended. Adriaan is not able to provide any solutions to give timelines as to the portal's repair or system repair to allow for my account to be debited. Instead, he has told me that I am still expected to pay the full R668 despite not having received service and despite there being any fault on my part. He has failed to acknowledge any responsibility on Balwin Connect's part. It is clear that Balwin Connect's systems lack the sophistication to identify customers that have already made payments using the portal in the previous months. Balwin Fibre's repetitive failure to give any concrete information is just frustrating.

It is now the 16th of July and my account has neither been debited, nor have I had connection or seen their portal restored to functionality. I have had no connection since the beginning of the month which is quite frustrating for a person who works from home. I was told by Adriaan and Eunice from Balwin that their internal system has blocked my account and that I needed to open another account elsewhere to enable their system to rerun the debit order. Dealing with this lot has been extremely infuriating. You ask them relevant questions and they choose to ignore or give repetitive responses that have nothing to do with what you're asking. Being expected to pay a fee for a service that was not rendered is tantamount to getting ******** by this entity who's main objective to constantly apologize for an inconvenience they have every intention to get money from. It is extremely uphauling to be told that I will still pay even if I were to cancel the line and that I can't do anything about it. These people have no regard or empathy for consumers. They have absolutely no regard of the impact that their system failures, or so-called maintenance which has no accurate timelines. A dismal failure to CONNECT!