The Worst Customer Service Delivery Possible

Dear Neliswa I have been trying to resolve this issue with Cybersmart for the past few weeks and quite honestly the service by some of your agents is appalling. Firstly, I requested the FTTH service to only be activated from the 1st of December, as I could only take occupation of the property this month. Prior to that, the property was occupied by someone else. I was advised that the modem would have to be delivered to me before the service could be activated and this would take a while. I advised that the delivery should be directly to me as I was not yet at the address for the service.The modem was sent out for delivery on the 16th of November to the address I explicitly advised I would not be at. I requested the driver to redirect this to my work address. The next day they delivered, and I contacted Cybersmart again to confirm that I did not want the service activated before I moved in. They agreed. I then received a statement reflecting a pro rata fee of R484.12 for the period 17 - 30 November. This was after I explicitly requested not to be billed for this period numerous times. I contacted Cybersmart again on 19/11, and was assisted by Millicent, who advised she would make contact with the manager and revert to me with feedback. I then had to follow up myself on 23/11 as Millicent did not provide feedback as promised. She then advised that the manager authorised a full reversal and the amounts would be reinvoiced from when the service was active again. I was happy with this. I received an email from Millicent on 27/11 that the service was now active. THIS should be the date of activation. I then received an email from MILLICENT, who was fully aware of the history of my query, that there was an outstanding amount of R4245.53. This amount is inclusive of the R484.12 on the statement. I called again and was advised that Millicent would respond to my email sent on 02/12. I emailed again on 04/12 to request an update. I have yet to receive a response. I have now received another email this morning advising that the amount of R4245.53 is overdue, and therafter an email from yourself for a suspension notice. The level of service delivery by your company is terrible. Millicent could have handled the matter far more professionally and followed up in due course. As advised in my initial mails, if you cannot assist me with my request, please cancel the service and I will move to another service provider who is able to deliver acceptable customer service. I will also advise Vumatel what a poor reflection of Fibre service delivery you are giving and they should rather deal with their other ISPs . Your agents also apologised for the poor service delivery and advised that I should not be charged for the service in November if I did not request it. Being employed in management in a major financial service institution, I would not tolerate such poor customer service delivery from any of my employees. There is an acceptable turnaround time for queries and a simple follow up email would suffice. I also sent through the debit order authorisation as requested, I can make an EFT payment for the CORRECT amount immediately, but i do not wish to be double debited.