*********** Cancellation Service

The most unpleasant, unprofessional and unacceptable service experienced as a loyal paying customer. *********** system and *********** employees from branch level to customer support and all the way to the accounts department.

We are still waiting for our LTE router- have been waiting for 7 months now- whilst still paying for the internet at just under R1000.00 a month.

We cancelled our contract on 19 July and confirmed the cancellation several times, with different consultants (and their managers confirmed while we held the line) in the cancellations department, on different dates. We were assured that no fees are due and that the contract had been cancelled, once again more than one person confirmed this.

The data and the sim were disconnected and again, after that happened, we called in and confirmed the deactivation and cancellation and the consultant confirmed that there are no fees due and no debit order will go off again.

To our surprise another R911 debited again in August. Yesterday we called in and were advised that the accounts department made a mistake and were not supposed to debit the entire amount and they are going to correct it. The cancellation was only put through on 31 July and they should have billed us for only a few days. Our data had already been cut off before 31 July...

Now after all these departments and consultants confirmed that no fees are due and we weren't supposed to be billed, we receive a message from accounts that they are not going to refund us and that amount was due. How can so many people in different departments (including their managers) confirm one thing and yet accounts state we need to pay?