1 reviews | Active since Jul 2018
Subject: 7 Days Without Internet – Ignored, Dismissed, and Taken for Granted by Surf4Life and Frogfoot
I am extremely frustrated and disappointed by the shocking level of service I have received from both Surf4Life and Frogfoot.
I have been without WiFi connectivity since Friday last week — a full 7 days without service — and yet I am still expected to pay for a service I am not receiving. This is completely unacceptable.
Over the past week, I have made multiple attempts to resolve this issue: - Jason assured me that technicians would be sent out. This never happened. He has now completely stopped taking my calls and is ignoring my messages. - Pascaline was dismissive and unprofessional. When I offered to personally assist by collecting a technician to speed things up, I was rudely told their office is in Cape Town, with no willingness to help further. - Ishmael was the only person who showed any level of professionalism, but unfortunately, no actual resolution has been provided.
What is most concerning is the complete lack of accountability, poor communication, and blatant disregard for customers. I feel ignored, disrespected, and taken for granted.
How is it acceptable for a paying customer to go an entire week without service, with no urgency, no feedback, and no resolution?
At this point, I am demanding: - Immediate restoration of my internet service - Full reimbur*****t or account credit for the 7 days without connectivity - A clear explanation for the delay and lack of action - Accountability from the staff involved, particularly Jason for ignoring communication
If this matter is not resolved urgently, I will escalate this complaint further through the relevant regulatory channels.
This experience has been nothing short of unacceptable, and both Surf4Life and Frogfoot need to take responsibility.
Thank you for taking our call.
We sincerely apologize for the frustration and inconvenience you’ve experienced over the past week.
We understand how disruptive 7 days without connectivity can be, and we fully acknowledge your concerns.
From our side at Frogfoot, we have urgently followed up with our contractor team for immediate attention.
Your fault has been prioritized, and we are pushing for urgent intervention to restore your service as quickly as possible.
We also take your feedback regarding communication and service conduct seriously.
While Frogfoot manages the fibre infrastructure, we expect all engagements related to our network to be handled professionally, and your concerns have been noted for internal review.
Regarding reimbur*****t or account credit, this is processed by your ISP once service has been restored, but we will ensure that the downtime is properly logged to support that review.
We understand that this experience has been unacceptable, and please be assured that we are actively driving this toward resolution.
We will continue to follow up and keep your ISP updated until the matter is fully resolved.
Thank you for taking our call.
We sincerely apologize for the frustration and inconvenience you’ve experienced over the past week.
We understand how disruptive 7 days without connectivity can be, and we fully acknowledge your concerns.
From our side at Frogfoot, we have urgently followed up with our contractor team for immediate attention.
Your fault has been prioritized, and we are pushing for urgent intervention to restore your service as quickly as possible.
We also take your feedback regarding communication and service conduct seriously.
While Frogfoot manages the fibre infrastructure, we expect all engagements related to our network to be handled professionally, and your concerns have been noted for internal review.
Regarding reimbur*****t or account credit, this is processed by your ISP once service has been restored, but we will ensure that the downtime is properly logged to support that review.
We understand that this experience has been unacceptable, and please be assured that we are actively driving this toward resolution.
We will continue to follow up and keep your ISP updated until the matter is fully resolved.