I have just come off a call with one of your agents, Mahlohonolo, and I am extremely disappointed with the

I have just come off a call with one of your agents, Mahlohonolo, and I am extremely disappointed with the manner in which this matter has been handled.

I explained to him that, as a direct result of your service not being available, I have now lost an entire day of work. I am expected to meet my professional responsibilities and deadlines, yet I am left without the very service I am paying for. I would therefore like to understand how you expect me to explain this loss of productivity and income to my employer.

What makes this particularly frustrating is that when customers fail to make payment on time, your company has no hesitation in sending reminders, *** and SMS notifications. There is clearly an expectation that customers must honour their financial obligations. So I believe it is entirely reasonable to ask: when your company fails to provide the service that I am paying for, what accountability exists on your side?

Will I be receiving a discount, credit, or any form of compensation for the period during which I have been unable to use the service? I believe this is a reasonable question, especially given that I have lost an entire working day through no fault of my own.

I also specifically requested a callback from a manager, only to be told that the manager was in a meeting. I understand that managers have commitments, but I am now the customer who has been left without a service, without a resolution, and without any meaningful timeframe for when this will be addressed.

I need someone to help me understand something very basic: How am I expected to continue working when the service I am paying for is unavailable? The fact that there are no technicians available is an internal operational issue. It should not become the customer's burden to carry.

I have paid for a service with the reasonable expectation that it will be available when I need it. When it isn't, I expect more than an apology or an explanation. I expect accountability, communication, and a meaningful resolution.

Quite frankly, experiences like this make a customer question why they should continue doing business with your company. Loyalty is built when a company stands behind its customers when things go wrong — not simply when everything is working.

I am therefore requesting that this matter be escalated to a manager, that I receive a clear explanation for the service failure, and that you advise me what compensation or credit will be offered for the loss of service and the resulting loss of productivity.

I would appreciate a prompt and substantive response rather than another generic apology.