Complete disregard to customer service!

One random day my fibre connection was disrupted, low speeds, disconnected for long periods of time and no able to make MS Teams calls and Whatsapp calls. I was experiencing low speeds and dropped calls on MS Teams and WhatsApp to a point where I could not use the connection and had to use a 4G modem instead, also could not work from home and had to go into the office.

I logged the incident on the first day and spoke to the call centre however they could not give me an answer and didn’t have any clue what the problem was. I asked them to call me back and let me know that this was still being investigated, however I received NO calls back. Every time i spoke to someone new and had to explain the situation over and over again and each time I called back there no one knew what the issue was and referred me to another department. This continued for weeks and my emails and calls were not answered nor responded to.

After 3/4 weeks i get an SMS asking me to check my connection and that the issue has been resolved, miraculously everything was fine. I asked many many time what the issue is and whether I will be credited/refunded for the month of no service which they have still not responded to.

I have spoken to Gladness in escalations, Muzi in accounts, Sanele in accounts, Nhlanhla in customer support and many other people who have not phoned me back nor have responded to my emails.

I cancelled my service and debit order as they owe me money and I get a threat WhatsApp message from them that they will disconnect my service if the invoice is not paid immediately. Suddenly after weeks of no response, they respond to me with a threat.

I phoned Accounts yesterday and spoke to Sanele who promised to get back to me by latest today and surprise surprise he has not. I spent 10 minutes explaining to him again what the issue was, even though I had explained multiple times on email and sent over 20 follow up emails with no response given.

Now I have no idea what to do as the company clearly has no idea what customer service means. I am at a loss for what to do next.

If you value your sanity and don’t ever want people taking your hard-earned money for no service, do yourself a favour and NEVER USE CONNECT!