Home-Connect Billing Dispute and Lack of Transparency Customer Service

Home-Connect Billing Dispute and Lack of Customer Service

I am extremely disappointed with the service I have received from Home-Connect regarding a billing dispute that remains unresolved.

When I signed up for my internet service, the contract I signed reflected a monthly subscription fee of R328.00. However, I was subsequently billed R680.00 in one month and R508.00 in the following month, with no clear explanation for these charges.

On 26 May 2026, I contacted Home-Connect requesting clarification regarding the significant increase in my monthly subscription fee. The invoice provided merely reflected "internet services" and contained no detailed breakdown of the charges.

In response, Home-Connect advised that my account had been linked to a promotional package for one month and that the promotion had expired, resulting in a reversion to the standard package rate. However, no documentary proof was provided to support this claim.

I then formally requested:

Documentation showing the promotional package amount. The start and end dates of the promotion. The standard package rate applicable after the promotion. The terms and conditions governing the promotion. A detailed breakdown of the charges on my account.

Despite these reasonable requests, Home-Connect has failed to provide any supporting documentation. Instead, I have been subjected to unnecessary back-and-forth communication without any evidence to justify the amounts being charged.

As a customer, I believe I am entitled to transparent billing and access to the contractual terms governing my account. If promotional pricing was indeed app****, Home-Connect should be able to provide the relevant documentation without difficulty.

My concern is not only the unexplained charges but also the poor customer service, lack of transparency, and failure to adequately address a legitimate customer query.

I am posting this complaint in the hope that Home-Connect management will investigate the matter, provide the requested documentation, and resolve this billing dispute fairly and professionally.