Payment Taken but No Help – Extremely Poor Customer Service

I am extremely disappointed with the level of service I have received from HeroTel, and based on my experience I would not recommend them to anyone.

I previously had a fibre connection with HeroTel which I cancelled, and later opened a new account with them. Unfortunately, I mistakenly made a payment to the old router account that had already been cancelled.

When I contacted HeroTel to resolve the issue, I was told that the router account was never cancelled. This explanation does not make sense because a HeroTel representative, Menzi Dlamini, who introduced himself as part of the customer care team, personally came to my premises and collected the old router.

Despite explaining this, the company keeps saying the issue has been “escalated,” yet nothing is being resolved. All we asked was for the payment made by mistake to be transferred to the active account so that our service can continue.

During one of the calls I spoke to an accounts manager and explained that other service providers such as Rain and Vumatel are far more helpful when customers face problems. Her response to me was simply: “Unfortunately you are not with Rain.”

This response clearly shows the attitude toward customers. Instead of trying to help resolve a simple issue, the response was dismissive and unhelpful.

The situation is now affecting our household because we have children attending online school who are missing classes due to this unresolved issue.

What is also concerning is that when you look at the number of complaints about HeroTel here, it appears many customers are experiencing similar issues. That raises serious concerns about whether the company truly cares about customer service once they have received payment.

At this point we are simply asking for a fair and reasonable solution: either refund the payment made to the cancelled account or transfer the amount to the correct active account so that our service can continue.

Until this issue is resolved, I cannot recommend HeroTel to anyone.