Herotel Prepaid services is a disappointment

I am writing to express my deep disappointment with the poor service I have received from Herotel, particularly from your WhatsApp support consultants, who appear to have little to no customer service experience.

On March 14th, I made an EFT payment to my Wi-Fi prepaid account. However, to my surprise, my service was cut off. I reached out to your WhatsApp support line, hoping to resolve the issue, but none of the consultants were able to assist me. In frustration, I decided to make another payment yesterday just to be back online and will await the refund as I was advised by Estie, yet my Wi-Fi remains disconnected.

I engaged with consultants, yet they both failed to restore my service. One of them said on “technical support they are unable to switch me back online because I am in prepaid”. This level of service is completely unacceptable & really disappointing to say the least. Furthermore, waiting for almost 1 hour and 30 minutes just to get through to an agent on WhatsApp is incredibly frustrating and unprofessional.

TODAY, I sent an email to your offices and a certain consultant which I wont mention responded to clarify and explain what let to my situation, however she asked me to provide her with confirmation letter as proof of banking towards my refund to the payment made on the 14th March. I further submitted the Proof of payment I made yesterday at Pick ‘n Pay using the easypay number, this was at 10:43am… ITS NOW 13:14 I am still disconnected? This can’t be guys…

I expect this issue to be resolved immediately, failure to which PLEASE LET ME KNOW IF I SHOULD SORT OUT WIFI SERVICE WITH ANOTHER PROVIDER. I can’t be experiencing such an inconvenience yet I PAID!!!