Poor Customer Service & Lack of Proper Guidance Regarding Debit Order Date

I am extremely disappointed with the service I received when I contacted your support team to change my debit order date. I first engaged with an agent named Thato, who was not helpful at all. It felt as though he/she was not interested in assisting me. I was simply told that my debit order date cannot be changed and that the service would need to be cancelled first. No explanation, no guidance, and no effort to educate me on the process.

If I had known that changing the debit order date was not possible, I would not have wasted my time contacting customer service. Basic customer education is something I expect from any service provider.

I then called again and spoke to Gladys, who at least explained the terms and conditions and clarified why the change cannot be made. I appreciate her assistance. However, this raises another concern: when I signed up and when I later changed my service to be debited monthly, no one informed me about this restriction. Yes, customers are expected to read terms and conditions, but your agents should also clearly explain important limitations—especially those that affect billing.

I am really disappointed with this entire process. I am also not sure if this restriction is based on an agreement between Vuma and Home-Connect, but with other service providers, you can easily change your debit order date. After all, it is just a debit order date, and it should not be this complicated.

I hope this matter is reviewed and that your team improves customer communication and transparency going forward.