Incorrect Information provided for a contract I entered into and making me liable for the cost of rectifying their Incompetence.

I've been Level-7 for more than 6 years now and I always had one of the higher end fibre packages paying around R1000 per months since I joined them. I have had a few minor issues with them over this period, but nothing compares with the ignorance, incompetence and the lack of owning up to responsibility as what I recently experiencing with their customer service, in particular a guy called David Kriel.

I recently moved to a new home and wanted a simple migration and my services to my new address. After calling customer support to have this transfer of service done, I was informed by David that they only have Metrofibre as an infrastructure servicing the complex that I moved to and that Openserve (which I currently have at my old address and asked to keep) was not available at my new address. I informed him that I would like to stay with Openserve because I know how people on Metrofibre complaint about, interruptions, connectivity, and slow internet with intermittent to regular connectivity issues, but he maintained that Metrofibre is the only options at my new address, and so I had no option but to opt for it and hoped for the best or go with another ISP. These calls are recorded, and proof of this conversations do exist, and David does not deny this. I have the emails to support this as well.

It was not long after the installation that I started to experience this connectivity and downtime issues with Metrofibre and as I was asking around in our complex about these issues with the internet, I found out that our complex DOES SUPPORT OPENSERVE AFTERALL and that the users/neighbours on Openserve barely experience downtime and connectivity issues. NATURALLY I was upset seeing that I was **** to and misinformed and steered away from my existing, requested and chosen service. Now whether this was an honest mistake, incompetence or deliberate is of no consequence. All I wanted was for David to own up and rectify has misgiving and move me over to Openserve as I initial requested but was misinformed that I was not an option whereas it was always an option. No, but instead of doing the right thing and taking responsibility, this was his reply, "Good day, Mark. I hope you are well. Please be advised that we will contact you telephonically shortly as we have logged a ticket with our technical department in order to investigate the matter at hand. Kindly note that as per your contractual agreement om clause 17.5 which reads "the customer shall report all faults to Level-7 Wireless by calling *** 77, or emailing *** or logging a fault via the website on level-7.co.za. With the above-mentioned, we have only received one support ticket dated 29.05.2023 which was due to an MFN outage in your area, In the event that you would like to transfer your agreeement to an Openserve connection. this can be done based on a 12 month contract, however there will be a conversion fee of R2500.00 applicable in order to proceed. Would you be so kind as to state how you would like to proceed with the above matter?"

I was not happy with this at all as you can imagine, and I wrote back stating that I did not just decide overnight that I want to move over to Openserve, but I was misinformed by you that it was not an open in this area. I explicitly requested and Openserve line. I thought the customer is always right, especially when I am RIGHT BECAUSE YOU MISINFORMED AND MISDIRECTED ME FROM A SERVIC, I WANTED WHICH YOU SAID WAS NOT AVAILABLE AND YET IT WAS AND NOW YOU WANT TO PENALISE ME WITH COST FOR YOUR MISTAKE AND HAVE ME TAKE TIME TO LOG TICKETS FOR EVERY SINGLE CONNECTIVITY ISSUE WITH METROFIBRE, WHICH IS JUST ABOUT EVERY DAY. I am not doing that! What happened from here is even worse, after the dispute I raised stating that I am not going along with their unfair recommendation and that they should go draw the conversation records to show that I was misled, they have COMPLETELY IGNORED TILL TODAY. I asked to escalate the matter and have his manager contact me, but they have not yet answered me for about a month. This passing Monday I requested feedback and rectifications of the situation as a final demand and in true David Kriel form, him and his team and management has decided to ignore me cold.

I am now actively searching for a new ISP as I am done with Level-7!