EXTREMELY POOR SERVICE

Very very poor service, now because they've lost clients. So they are ****ming us My mom she's a pensioner but they have upgraded her to premium without her knowing they ex3her to pay 1200 She paid her compact installment on 31st and we phoned again on the very same day they said it will go back to compact but after 7 days But they keep blocking the services saying she must pay five hundred and something since from the 4th August we only watch TV for a day or 2 days then they block, we phone and you must spend over 30 minutes on the phone before they can assist, and it is money that airtime we are using it is too much How can a pensioner pay an instalment of 1200 a month