FibreStream Cons

To whom it may concern

I am going to start off by saying that i have been a client of Skyfi since 31-01-2019 on a month to month contract and i haven't received very good service but the only good thing that i can say that the Sales Team service was excellent. I have had problems since i started by just switching me off without notifying me or even a phone call to state that, I also have never since i started received invoices from you.

1) Your company changed names and bank accounts and email addresses without notifying me of such a change and no new contracts not even a phone call. You had said that you notified your clients but i never received nothing of that. I normally pay via EFT and not Debit order. I then saw a debit order from a company called Fibre stream i was confused so i called my bank and they investigated and then they told me that Skyfi changed their name to Fibre stream i was upset as i never agreed or gave consent of a Debit order on my bank account so i had called in and they told me yes the Company name changed so i said i was not notified at all.

2) On the 17 March 2020 my internet went off I then called into support and told them my internet was not working Support then told me to take photos of my router and CPE box as he wanted to log the fault with Vumatel as they had a problem for some clients that went off not once did he mention to me that my line was suspended i then waited 3 hours and no one called me back so i called back and support said that they waiting for vumatel to come back to them so i waited another 2 hours and then i called again and spoke to Support to ask if i could speak to a Manager as at this point i was levered as i work from home and could not work. So Support Manager then called me back the support Manager and she discovered that you guys had turned me off and that my email address apparently was wrongly captured but my email address was never changed from when i signed my contract so how come if my email address was wrong and you sent emails to that email addy then you would of received a email back stating that the email was wrong? So then She said she will come back to me after she was by accounts as i told her that as this was wrong and i wanted my line cancelled by you and taken off by Vumatel immediately as i want to cancel Support Manager said that she does not want to loose my future business and try and get my line on but they said that the account Manager would give me a call up and until now i have not received a call from the account Manager only a lady in the accounts department that does not have authority at all. The accounts lady said that i must pay March invoice and April but april is not even due yet as Im on a month to month contract and its only due by the 1st of every month and you guys did debit my account i did have funds in account and i saw the debit order going off like i said to the accounts lady if the debit order bounced why didn't i get a courtesy call stating that it did or even a email? why did you just switch me off i find this extremely unprofessional but i also said to the accounts lady that i would like to cancel my line and she said i need to pay the 2 invoices before you can do so but in my old contract it stated i could cancel anytime as it is a month to month contract. I never signed or agreed to any new terms or contracts as this was never sent to me at all by (Fibrestream)

You guys are making your problem of incompetence my problem and its not the clients fault of you changing your company details. You are playing with my bread and butter. I would like to get my line cancelled as effective as immediate effect and a confirmation email sent to me of that today.I would appreciate your full attention in this regard or if i do not hear from the Management to resolve this issue i will be taking this matter even further. Please advise ASAP as i cant get a new provider until the cancellation has been done as i did yesterday verbally over the phone still haven't had a response regarding this matter