1 reviews | Active since Dec 2017
extreamly poor service
My experience has been nothing short of a nightmare, and the lack of resolution has left me utterly frustrated.
To provide a brief overview, on 23 November 2023, my area experienced a network outage, which was eventually resolved. However, following the resolution, my network was inexplicably disconnected. My attempts to seek assistance have been met with unprofessionalism, unresponsiveness, and a complete disregard for my urgent situation.
I initially contacted your customer service on 24 November, and despite multiple assurances of a prompt resolution, my issue lingered for an extended period. The consultants I spoke to failed to provide concrete assistance and, in some instances, failed to follow through on their commitments to call back.
To make matters worse, I was informed around 21:00 that my account had been suspended by the finance department. Despite providing proof of payment and raising the issue promptly, it took an unreasonable amount of time for my network to be restored. This situation was particularly distressing as I had an online exam scheduled for the next day, and the prolonged disconnection jeopardized my ability to participate.
I sincerely apologize for the inconvenience and frustration you have experienced due to the recent service disruption. Your situation is deeply regrettable, and we understand the urgency, especially with the impact it had on your scheduled online exam.
Upon a thorough investigation, I am pleased to inform you that your service has been successfully restored, and our system reflects optimal optical fibre readings. We recognize that the delay in resolution and the subsequent suspension of your account was unacceptable, and we sincerely apologise for the inconvenience caused.
Our team has conducted a review of the events leading up to this situation, and we are implementing measures to prevent similar incidents in the future. Your feedback is invaluable in helping us improve our processes and enhance the overall customer experience.
We understand the importance of a reliable internet connection, especially during critical moments such as exams, and we deeply regret any disruption to your plans. In acknowledgment of the challenges you faced, we will be conducting a thorough internal review to address the root causes and to ensure swift and efficient handling of similar cases in the future.
Once again, we sincerely apologize for the inconvenience caused, and we appreciate your understanding. If you have any further concerns or if there is anything more we can do to assist you, please do not hesitate to reach out.
Thank you for bringing this matter to our attention, and we look forward to restoring your trust in our service.
Kind regards,
Marilize
I sincerely apologize for the inconvenience and frustration you have experienced due to the recent service disruption. Your situation is deeply regrettable, and we understand the urgency, especially with the impact it had on your scheduled online exam.
Upon a thorough investigation, I am pleased to inform you that your service has been successfully restored, and our system reflects optimal optical fibre readings. We recognize that the delay in resolution and the subsequent suspension of your account was unacceptable, and we sincerely apologise for the inconvenience caused.
Our team has conducted a review of the events leading up to this situation, and we are implementing measures to prevent similar incidents in the future. Your feedback is invaluable in helping us improve our processes and enhance the overall customer experience.
We understand the importance of a reliable internet connection, especially during critical moments such as exams, and we deeply regret any disruption to your plans. In acknowledgment of the challenges you faced, we will be conducting a thorough internal review to address the root causes and to ensure swift and efficient handling of similar cases in the future.
Once again, we sincerely apologize for the inconvenience caused, and we appreciate your understanding. If you have any further concerns or if there is anything more we can do to assist you, please do not hesitate to reach out.
Thank you for bringing this matter to our attention, and we look forward to restoring your trust in our service.
Kind regards,
Marilize