Poor Communication and Frustrating Service

I am very disappointed with the service I’ve received from Home Connect.

On Friday, I spoke to a consultant to request that my payment method be changed to a debit order, as my voucher was expiring on 12 October 2025. The agent (Vuyokazi) said she would request a cancellation for me.

This morning, I spoke to Thando, who advised me to wait until 15:25 for the order to be cancelled so a new one could be placed. He mentioned that I would most likely be reconnected tomorrow (Monday) since Vumatel does not work over the weekend. He also said he’d try to get someone to assist in placing the new order before they knock off at 14:00.

Hours passed with no feedback. I called again and spoke to Khulekani, who told me to wait until 15:25 and said he’d ask Thando to call me back. Still, no response.

I reached out again and spoke to Zethu, who showed no empathy at all. Her attitude was dismissive and unhelpful, and I doubt she even followed up with Thando as she claimed she would.

What’s even more frustrating is that every agent I spoke to gave me different information — no one seems to be on the same page. One says one thing, the next says something else, and as a customer, I’m left completely confused.

If Vuyokazi had explained that a cancellation setup would disrupt my connection, I would not have gone through with changing the payment method. What’s worse is the complete lack of communication — no one bothers to update me, and I have to keep calling for answers.

I understand that I’m not the only customer, but a simple call or email update would have made a big difference. Now I’m left without internet and feeling completely ignored.

Very disappointed with how this was handled