Unfair Treatment and Refusal to Process Refund - Mismanagement of Billing by Home Connect

I have been a loyal customer of Home Connect since 2020, consistently paying for services on time and without issue. However, recent events have left me frustrated and disappointed with their handling of a serious billing error and their disregard for customer service.

Background: We initially signed up for a 20mb line in 2020. At some point thereafter, Home Connect reduced their prices for new users, offering the same 20mb line at a much lower rate than what we were paying. However, Home Connect did not apply this reduced rate to existing customers like us. When we queried this discrepancy, we were informed that it is not part of their process to align the premiums of existing users with the new user offering. This approach is illogical and discriminatory, as it rewards new users while penalizing loyal customers who have supported their business.

Despite our loyalty, Home Connect declined to refund us, claiming that they were simply providing the contracted 20mb line at the original rate (barring a recent increase). This response ignores the fundamental principle that existing customers should be treated fairly and equitably, particularly when pricing structures change.

Regulatory Concerns: As an Internet Service Provider (ISP) in South Africa, Home Connect is accountable to several regulatory entities, including: 1. The Independent Communications Authority of South Africa (ICASA) - which regulates telecommunications and broadcasting services, ensuring that companies comply with service standards. 2. The Consumer Goods and Services Ombud (CGSO) - which ensures that businesses comply with the Consumer Protection Act (CPA). 3. The National Consumer Commission (NCC) - which enforces the CPA and promotes fair business practices.

Violations: 1. Violation of TCF Principles (ICASA): Treating Customers Fairly (TCF) requires that existing customers are treated with the same fairness and consideration as new customers. Home Connect’s refusal to adjust our billing to match new user rates demonstrates a clear disregard for this principle. Their process effectively penalizes long-standing customers, which is not aligned with fair business practices.

2. Failure to Provide Correct Service (ICASA): We were paying the price that a new user would pay for a 50mb line, but Home Connect only provided us with a 20mb line. This discrepancy between service paid for and service provided is a breach of their duty to offer the correct service. It should not fall upon the customer to monitor and verify line speeds or package offerings.

3. Lack of Transparent Communication (CGSO): Home Connect failed to inform us of the pricing changes and did not take proactive steps to ensure that existing customers were benefiting from the updated rates. Under the Consumer Protection Act, companies are expected to keep their customers informed about changes that affect them. Their failure to do so led to us being overcharged.

4. Inconsistent Customer Service (CGSO/NCC): Despite contacting their call center multiple times, I received conflicting information. One representative confirmed that a refund would be processed, only for another to later state that no refund would be issued. This inconsistency in service further violates consumer protection regulations, as it undermines trust and transparency.

Our Request: We seek a fair and timely resolution—specifically, the processing of a refund for the overpayments we made. Home Connect must acknowledge their responsibility to adjust prices automatically when changes are made and ensure that their billing practices are transparent, fair, and aligned with TCF principles.

Conclusion: I urge Home Connect to rectify this situation promptly. Failing to do so will leave us with no choice but to escalate this matter to the appropriate regulatory bodies, including ICASA and the Consumer Goods and Services Ombud (CGSO), for further investigation.

I hope that this issue can be resolved amicably and that Home Connect will take the necessary steps to restore our faith in their service.