Unacceptable service

All along I thought their service was the best Until this I received this pathetic and horrible experience, On the 30th December 2024 I contacted homeconnect,wanting to confirm if I can pay my package before time as I normally pau every 3rd of the month.I was received by a consultant who seems to know her job very well, which then she confirmed to me the account information and Ref, she further confirm that My service will automatically be renewed on the 3rd and i should not worry, which left me with peace of mind. I did a payment while she was holding for me ,and the payment went successfully and she confirmed that all is well.

Friday the 3rd January 20:55 my wifi went off , my husband was still busy working as he works from home , I was stranded, trying to contact your call center unfortunately was closed. The morning of the 4th I called in and I was only then told my payment was not received as yet ,only asked to send proof of payment to whatsup no and wait for 24 to 48 hrs ,even after explaining all my experiences and challenges ,my husband didn't work for 3 days. Today is Sunday the 5th of January wifi is still not working. Am not happy with the overall service I received 😒 I was incorrectly informed by the consultant, apparently she was supposed to ask for proof of payment at first place to be escalated which was never done , secondly her advice misled me as Today am stucked unnecessary. I am more than frustrated and strunded because of your service failure. I have truly trusted home connect ,however this has been a shock 😲 of my life.