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LT
Luthando T

1 reviews | Active since Oct 2018

02 Feb 2026, 17:03

Unhappy customer

To management,

I have been using your services for over 5 years and have never missed a payment. This January, I started looking for a different ISP because your service quality has gotten worse. When I went to make my regular payment, I saw extra charges added to my bill. This was confusing because, as far as I have always known, you are a prepaid service. These charges should not exist.

I called in today to get this fixed. I spoke with one of your agents, but her explanation made no sense to me. We could not agree on what these fees were for. I ran out of air time, and the call just ended. She did not call me back. I then tried to get help through your WhatsApp support almost two hours ago, and I still have not received any response.

This entire situation is unacceptable. After five years of loyalty, I am being charged unexplained fees and then ignored when I try to resolve it. I need a relevant person to contact me immediately to remove these incorrect charges and explain how your prepaid service could have them in the first place.

0
Replies (5)
Ikeja
Ikeja's reply02 Feb 2026, 19:02
Official
Good day Luthando

Thank you for bringing your concerns to our attention, and for taking the time to outline your experience. We sincerely apologize for the frustration caused by the delayed responses and the confusion around your billing. We understand how disappointing this must feel, especially after being with us for over five years, and we truly value your long-standing support.

We would like to clarify the charges reflected on your account. The additional amounts are not for a previous or missed month, but rather relate to the current month’s service as well as the upcoming month. While our services are prepaid, they are not billed on a pay-as-you-use basis. Billing is structured in advance to ensure uninterrupted service only if you pay 14 days past your payment date, which is why charges for the current and next service period may appear on the account at the same time.

We regret that this explanation was not communicated clearly during your call with our support agent, and we apologize that the call was disconnected without a follow-up. We also acknowledge the delay in responding via WhatsApp support and are sorry for the inconvenience this caused. 


Thank you again for your patience and for raising this matter with us. We appreciate the opportunity to address your concerns and improve your experience. 

Kind Regard
ikeja Support (C.M)
LT
Luthando T's update02 Feb 2026, 19:50
Reviewer Update
Regardless of the payment is for last month of the following month, I can not be forced to make any payment in advanced, especially with your deteriorating quality of service, as I said, as far as I know, I pay as I use, anything else was never communicated to me, someone finally contacted me from your office, I'm awaiting the contract she said I signed.
Ikeja
Ikeja's reply02 Feb 2026, 20:00
Official
Good day Luthando

Thank you for taking my call and as per our telephonic discussion we will be in contact with you with tomorrow morning. 

Regards
ikeja Support (C.M)
LT
Luthando T's update03 Feb 2026, 16:07
Reviewer Update
Good day

I'm still waiting for you to furnish me with the promised document, i need to resume services as I can not run my business without internet.
Ikeja
Ikeja's reply03 Feb 2026, 17:53
Official
Good day Luthando 

Please note that the document has been sent. 

Kind Regards, 
ikeja Support (C.M)