: URGENT COMPLAINT: My WiFi Has Been Wrongfully Disconnected Despite Full Payments

Dear Herotel Support,

I am beyond frustrated and extremely disappointed with the constant issues I am facing with my WiFi service. My account is fully paid up, yet my connection has been wrongfully disconnected — this is completely unacceptable!

I made a payment of R1,200 on the 29th of August (covering two months’ service) and another payment of R610 on the 2nd of October. My monthly fee is R600, and I have never missed or delayed a single payment. There is absolutely no excuse for my service to be suspended.

I work remotely, and your repeated service interruptions are directly impacting my ability to earn an income. This is causing me serious inconvenience, financial loss, and unnecessary stress. I am paying for a service that I am not receiving, which is unacceptable and unfair.

I demand that my WiFi service be restored immediately and that my account be corrected to show all payments made. I also expect a clear explanation for this ongoing problem and assurance that it will not happen again.

If this matter is not resolved immediately, I will have no choice but to escalate this complaint to ICASA and take it further if needed.

I expect a prompt response confirming reconnection today.

Regards, Victor Mooi