Fibrestream and their ********* principles

I subscribed. 2 Months later my line speed dropped to 1 or 2 mpbs even though I was paying for a 10 mbps line. My contention rate was dropped from 1:10 to 1:15 1 month after I subscribed. After numerous attempts on my part to try and solve the problem without it being fixed I cancelled.

I was then charged a R12,982.17 cancellation fee to cancel a future service that I have not yet received or used and that I have cancelled solely because Fibrestream did not deliver since December 2019 and January 2020. I paid for the months that I used it.

Then I was threatened with being listed as a defaulter at the Credit Bureaus if I did not pay the cancellation fee.

I recently left a comment on Fibrestreams Facebook page asking where I could report them for false advertising… I then received a call from Nicole Ribeiro who is the marketing manager of Fibrestream.

She said that I was receiving a 1:10 contention rate - and that the invoices are incorrect. So they are asking me to believe that it was correct on the first invoice but it was incorrect on all the invoices that followed. So either there is an error on Fibrestreams’ Accounts System (which is not comforting at all) or I am not receiving the contention rate. I have no proof that I did actually receive a 1:10 contention rate. I only have the invoices that stated I did not. Since I have asked about it so many times not one of the scenarios restores trust because either Fibrestreams’s Accounts Department sends out invoice after invoice that are incorrect or Fibrestream does not deliver the service or Fibrestreams’ Customer Services does not pick up on the “error” on the systems and reports it to be fixed. Another disturbing fact that she mentioned is that Fibrestreams’ Cancellations Department does not communicate with Fibrestreams’ other departments which is why I received an email that they were going to list me as a defaulter. She said that she would take it up with their Cancellations Department on the Monday to have the default removed. She also offered to sent out a technician. After giving it some thought I sent her an email stating that soon as I receive written confirmation from Accountability as well as from Fibrestreams’ Cancellation - and Accounts Department with regards to the default - Fibrestream can contact me for a suitable date for the technician to come out.

This was her response: “So like I mentioned to you I can not remove the listing until your account is in good standing as you received multiple emails requesting payment on your account to which you did not make payment and filled out the cancellation form.

Should you want the internet to be restored to a working standard I can assist but you would then need to bring your account up to date. Not only did I agree to send out a technician to assist you you also agreed that should we assist you with a technician you would retract your cancellation once you retract your cancellation we can them have that department remove the list up until then you have one of two options

1.Allow for a technician to go out and get your connection activated again . (Should the equipment need to be replaced you will be liable for that)

2. You can continue to cancel with us and pay the outstanding of your contract, as you stated you read the contract and understood it.”

First of all I never stated this: as you stated you read the contract and understood it.

It is a lie. It is blatantly striking how Fibrestream continues to try and hold me accountable but refuses to hold themselves accountable for not delivering the service in the first place. It is the exact same attitude I have been receiving from Fibrestream since my line speed problem started. I subscribed, I have to pay, they don’t have to deliver.

Fibrestream quoted me for a service which I accepted. It is obvious that I expected to receive the service I was paying for. If I did not expect to receive the service we would not be here. Fibrestream are fully aware that they are obliged to deliver the service customers pay for. If she means that I have to pay the R12,982.17 to bring my account “up to date” before they can have the default against my name removed. She did not mention that. I do recall that she said that you would take it up with Fibrestreams’ Cancellations Department on the Monday to have the default removed.

With regards to her statement: “as you received multiple emails requesting payment on your account to which you did not make payment and filled out the cancellation form.”

I used Fibrestream’s services from November 2019 until March 2020. I am fully paid up until 31 March 2020. I have cancelled Fibrestream’s services in February 2020. I do not use Fibrestream’s services. I may or may not have been listed as a defaulter for not paying the R12,982.17 cancellation fee to cancel a future service that I have not yet received or used and that I have cancelled solely because Fibrestream did not deliver since December 2019 and January 2020. I paid for the months that I used it. So I am paid up to date. I am just not going to pay R12,982.17 for a cancellation fee on a service Fibrestream did not deliver.

I did say that I would reconsider but also said I want the default against my name removed if there is one.

Good customer service is when you make a mistake, you take responsibility and you try and rectify it and if you don’t and the customer cancels because you did not deliver what you promised, you don’t charge them a cancellation fee and then list them as a defaulter at the Credit Buraus because they did not pay that cancellation fee. Fibrestream insists on doing the opposite which is why Fibrestream has so many negative reviews on the internet and on https://www.hellopeter.com.

I cancelled the service I did not receive and after receiving her email I am going to stick with that decision.