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FORMAL COMPLAINT: DEMAND FOR REFUND AND POOR SERVICE DELIVERY

Date: 11 June 2026

To: Herotel Management

Subject: Demand for Immediate Refund and Complaint Regarding Service Delivery Failures

Dear Sir/Madam,

I am writing to formally lodge a complaint regarding the unacceptable service I have received from Herotel and to demand the immediate processing of refunds due to me.

Firstly, I require a full refund of the payment that was mistakenly deposited directly into your account. Your company has already acknowledged receipt of these funds, yet the refund remains outstanding. There is no reasonable justification for withholding money that does not belong to your company.

Secondly, I demand a refund for the period during which I was deprived of internet services due to your prolonged maintenance activities. Customers pay for uninterrupted service, and where such service is not provided for an extended period, compensation should follow.

I find it highly concerning that Herotel's maintenance allegedly continued for more than five days. In the telecommunications and internet services industry, maintenance is generally conducted during off-peak hours, overnight, or within a limited timeframe to minimise disruption to customers. It is unreasonable for customers to be left without service for such an extended period while still being expected to pay for a service they could not access.

The combination of poor service delivery, prolonged outages, and delays in processing legitimate refunds reflects a serious disregard for customer rights and obligations under consumer protection principles.

I therefore demand:

1. Immediate refund of the payment mistakenly made into Herotel's account.

2. A prorated refund for the period during which internet services were unavailable.

3. A written explanation for the excessive duration of the maintenance and service interruption.

4. Written confirmation within seven (7) days of receipt of this complaint that the refunds have been processed.

Should this matter not be resolved within seven (7) days, I reserve the right to escalate the complaint to the relevant regulatory and consumer protection authorities, including the National Consumer Commission and the relevant telecommunications regulatory bodies.

I trust that Herotel will treat this matter with the seriousness it deserves and resolve it without further delay.

Yours faithfully,

Tebogo Mokope Modjadji Customer :::