Incorrect billing and unfair suspension of service

Title: Incorrect Billing & Unfair Suspension of Services

Complaint: I am very disappointed with Herotel’s billing and service suspension practices. On the 01st of August, I made an EFT payment directly into their account. Strangely, they acknowledged all my other payments but somehow “lost” this one, even though it was paid to the same account.

This morning (23 September) I received a statement reflecting that I owe R800+, which is completely incorrect. After contacting Herotel, I was informed that I actually only owe R425 — so why does the statement reflect otherwise? On top of that, they suspended my services because of their own system or reconciliation error.

This is highly unprofessional and inconvenient, especially since I pay on time. How is it possible for a payment made via EFT to simply not reflect, when all the others do?

I expect:

1. Immediate reinstatement of my services.

2. Correct reflection of all payments on my account.

3. A proper explanation of how they handle EFT allocations, and why this happened.

Herotel, you need to fix your billing systems — customers should not suffer for your internal errors.