Urgent: Ongoing Billing Discrepancies and Unacceptable Service

I am writing to formally express my extreme dissatisfaction with the service we’ve received from your company — which, quite frankly, has been the worst I’ve experienced from any internet service provider.

To begin with, we were advised that our account was in arrears, with no explanation or supporting documentation. After investigating the matter ourselves, we discovered that the monthly installment had been increased by R20 — without notification. We were told we owed over R1,000 and, to avoid disconnection (based on the tone and content of your communication), we paid the amount in full and immediately requested a detailed statement.

Upon reviewing the statement, it became clear that the new installment amount had only been active for a few months — certainly not long enough to result in such a large arrears balance. Moreover, we noted that for the month of February, only 50% of our payment was credited to our account. This raises serious concerns around your internal accounting and billing practices.

When I requested an explanation for these discrepancies, I was sent the same generic statement — repeatedly — without any effort to actually address the query. When I pointed this out and mentioned that we would escalate the issue (as we reside in an estate where many households face similar issues), I was simply cc'd on an email to another party stating the matter was urgent. No one responded. Not even an acknowledgment.

In addition, I logged a support ticket — again, no response. I followed up by asking what the formal cancellation process entails, and again, I was met with complete silence.

The lack of professionalism, accountability, and basic customer care is absolutely appalling. It is beyond comprehension that any service provider would consider this level of service acceptable.