No help provided

Good day,

On 1 May 2021, I was due to move from one unit to another, in the same complex, prior to this, I called Metrofibre to find out the process of changing address, I was advised I need to complete the change of address form, pay and R575 activation fee, (I can't understand this, as I am not a new customer), and then I was told I need to take my router from my previous address to my new address and plug it in and all should be well. On 29th April 2021, I mailed MetroFibre my change of address with clear instruction of when I was moving and when my line needed to be activated. I did what was needed to from my end, that was to send the change of address form Fast Forward to November 2021, 6 months down the line, you have not changed my address on your system, and you have not charged me an activation fee. This is no fault of mine, I did what was required of me. I will not be charged for something which you failed to do on your end, I will not be responsible for your incompetence. I work from home, and my line drops continuously and that is due to my address not being changed, according to the agents I speak to when I call to raise the line dropping issue. In the week of 11 November, I called again, to say that my line keeps dropping and was told I need to do the change of address. Again, I disputed the activation fee, and mailed Metrofibre, to date, no response on my email. The change of address was done and I was sent an invoice for the activation fee. I work from home, and the platform our business uses is a site/platform called Slack, as off Monday, 15 November 2021, I can no longer access Slack on the fibre, I have to permanently be connected to my companies VPN or data on my phone. I have been calling metrofibre, from the 15th of November, 3-5 times a day, and up until today, 23 November, not a single person has been able to assist me to resolve my issue, as they say is that there is no problem. Still though, I have been charge an activation fee, when I am convinced that the change of address is the reason I cannot connect to Slack. All I get is promises to help me resolve this, and no resolution, I have even asked for a technician to come to my residence and see the problem I am experiencing.

If you cannot help me, please let me know, so I can look for an alternate provider, at this point, that is all I need. I have never had an issue with Metrofibre, but their customer service and lack off interest in their customers issue is appalling.