Herotel are useless

I have been a loyal client of Herotel for as long as I can remember and have consistently made my EFT payments every month without fail.

However, on Tuesday morning, 24/06/2025, one of my own clients was unexpectedly disconnected due to what Herotel claims was non-payment on my part. After investigating the issue, I discovered that Herotel had changed their bank account details without informing clients. As a result, my payments went to the previous account, and I received no prior notice of the change.

I have since:

Sent proof of all previous payments,

Made an additional payment to the new account, just in case, and

Reached out via WhatsApp, email, and phone multiple times.

Despite all my efforts, I have received no meaningful response. On Friday, all I heard all day was: “All of our agents are currently busy. Press 0 to hang up or continue to hold for an agent.”

Emails only generate ticket numbers, but no action is taken, and no one follows up. I find this level of service unacceptable—especially considering the amount of money we spend with Herotel. It feels like I'm talking to a brick wall.

I urgently request:

Immediate reconnection of the affected client.

Confirmation that my payments have been received and allocated correctly.

An explanation as to why clients were not notified of the change in banking details.

Proper customer support engagement to resolve this matter quickly.

This situation is seriously damaging both my trust in Herotel and my own business operations. I expect a response and resolution without further delay.