Misleading information and or services not delivered

To whom it may concern,

9 days already without internet that I have a debit going off for the service I am clearly denied.

My complaint that I have as a consumer where I have tried numerous times to reason with the company on our agreement which the company refused to understand that the information provided to me at first on agreement was not specific nor explained and therefore was differently understood.

Concern: I have had to move residence, I informed Level-7 of this change within our 24 months agreement. Firstly I received no response From the 28th August (except the automated mailer) then followed up again on the 1st September where I got information that they will get back to me. On the 2nd noticed no address(which was included in my first original mailer). I provided that again. Anyway then the next day I received a mailer that I would need to pay R2500 installation fee. To my shock I queried and was just rubbed off given different reasonings which may or may not be the case in their process but was not communicated to me in such a way upon accepting the 24 months.

Original communication:

I am dealing with Level-7 where I originally had openserve as the provider and was happy with them. In July 2019 I informed Level-7 that I would be moving to another address. Level-7 then told me that metrofibre is available in that complex where everything was installed already in the unit (can get a letter from the agency confirming this).

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So all was great and now to choose the package they provided me with the following;

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So obviously I took the 24 months cause you are saving in the long run and I have been with level-7 already 2 years.

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No information from the company provided to me unless I ask the questions as above with the following response:

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They mentioned that normally there’s a R2500 installation fee as per month to month but as I am taking the 24 months contract the charge will be wavered.

The problem: To me as the consumer it was not made clear that any changes in between your 24 months I would need to pay the fees as I was under the impression that fees will be wavered hence why the 24 months.

To add to this, reading the last paragraph of my message they told me to leave the installation as it was and the ONT and ONU fibre boxes as it belongs to openserve. Just take the router.

They originally said to me that metrofibre is available in the complex where the ONT & ONU was already preinstalled in the unit. It was even confirmed that the line is active. We had the router and connect it and they Informed me that someone would need to come in and just setup that took them 10min. So no installation done nor anything additional except the 10min setting up.

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To add to this the new residence already has a fibre line and ONT AND ONU box preinstalled.

I should not be paying this installation fee especially when this is part of the agreement and what at first was not even necessary to do. And if necessary for some reason then it should be honored still as no installation was done in the first place. And now on top of that am I paying for a service monthly that is being withhold from me as a client.

And this is the link to my contract received for this...

Link to contract http://contracts.level-7.co.za/contract/5d25d1dae4edb

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Please can I ask for this to be dealt with urgency. I have included all and if I missed something please let me know so we can move on.