Incorrect Billing – Charged Before Service Activation and Misleading Information
I am extremely dissatisfied with the billing practices and inconsistent information provided by this service provider. My Openserve installation was completed on 27 May 2026. During my initial sales call on 12 May 2026, I clearly requested that while the installation could proceed earlier like yesterday, the router should only be activated on 1 June 2026. This request was based on the fact that my current service provider contract runs until 31 May 2026. Additionally, there is a promotion advertised for Openserve uncapped services at R168 per month (saving R340 per month). Based on the information provided by multiple sales agents, I was assured that billing would only commence once the router was connected and the service actively in use. I specifically confirmed this to avoid overlapping billing. However, today (28 May 2026), I received an email stating that I will be billed R168 from today until Sunday, 31 May 2026. This effectively charges me for only a few days, yet at a full promotional monthly rate, which is both misleading and unreasonable. I contacted billing support at approximately 16:50 today and spoke with Mbula. She informed me that the charge applies because the line has been activated, despite the router not yet being in my possession (I am only scheduled to collect it on 29 May 2026) and despite my explicit request for activation only on 1 June 2026. Her explanation that I am being billed from the sale date or line activation—covering 28 May to 31 May as a “month”—does not make logical or contractual sense. The call was also ended abruptly without proper resolution. To date, I have not used any data whatsoever (0 MB usage), as the service has not been activated from my side and the router has not even been installed. I therefore request the following:
Immediate clarification of billing practices app**** in this case Reversal or correction of any charges app**** prior to my requested activation date (1 June 2026) Confirmation that billing will only commence once the router is activated and service is in use Review of recorded calls from 12 May 2026 and subsequent interactions, which will confirm the representations made to me
If this matter is not resolved promptly and fairly, I will escalate it to the National Consumer Commission for formal investigation. This situation reflects poorly on your service transparency and customer commitments. I expect a prompt and satisfactory resolutionI am extremely dissatisfied with the billing practices and inconsistent information provided by this service provider. My Openserve installation was completed on 27 May 2026. During my initial sales call on 12 May 2026, I clearly requested that while the installation could proceed earlier, the router should only be activated on 1 June 2026. This request was based on the fact that my current service provider contract runs until 31 May 2026. Additionally, there is a promotion advertised for Openserve uncapped services at R168 per month (saving R340 per month). Based on the information provided by multiple sales agents, I was assured that billing would only commence once the router was connected and the service actively in use. I specifically confirmed this to avoid overlapping billing. However, today (28 May 2026), I received an email stating that I will be billed R168 from today until Sunday, 31 May 2026. This effectively charges me for only a few days, yet at a full promotional monthly rate, which is both misleading and unreasonable. I contacted billing support at approximately 16:50 and spoke with Mbula. She informed me that the charge applies because the line has been activated, despite the router not yet being in my possession (I am only scheduled to collect it on 29 May 2026) and despite my explicit request for activation only on 1 June 2026. Her explanation that I am being billed from the sale date or line activation—covering 28 May to 31 May as a “month”—does not make logical or contractual sense. The call was also ended abruptly without proper resolution. To date, I have not used any data whatsoever (0 MB usage), as the service has not been activated from my side and the router has not even been installed. I therefore request the following:
Immediate clarification of billing practices app**** in this case Reversal or correction of any charges app**** prior to my requested activation date (1 June 2026) Confirmation that billing will only commence once the router is activated and service is in use Review of recorded calls from 12 May 2026 and subsequent interactions, which will confirm the representations made to me
If this matter is not resolved promptly and fairly, I will escalate it to the National Consumer Commission for formal investigation. This situation reflects poorly on your service transparency and customer commitments. I expect a prompt and satisfactory resolution