Bad service from Retentions team

Good day

So I had recently been put on the retentions package which I had paid faithfully for the months of August and September, and my last month was in October, bear in mind that I had requested a call back numerous times as I was wanting to upgrade to a 75mb or 150mb line, however I was never called back.

I then sent an email this morning asking for my line to be restored just until next week Monday 10 November, as I have just started a new job (I sent proof of this) and I would pay the balance owed as well as the new monthly premium as I wanted to upgrade my line from 25mb to 75mb or 150mb, however I was told this was not possible. However previously I was given time to make a payment I was given about 4 or so days until I got paid to make a payment. On top of it I had requested numerous times for Gugulethu from Retentions to give me a call back however I was never called and my email would only get a response about 3-4 days later, but I'd have to send about 2 emails or so before I got a response.

I find this unfair as I had requested time and time again for a call, and its not like I am asking for a month extension I am asking for a week as I would be getting paid out by then so I would be able to pay what is due and also upgrade my package.

I feel that in the begining I was getting good service from Gugulethu but now towards the end I had gotten bad service, almost as though it was rude and she was irritated with me, as all I was doing was requesting assistance on my retentions package and to upgrade my line once I have paid off my current amount but I never got assistance with any of my queries.

Please assist,

Regards, Luke Van Rooi