RETENTIONS DEPARTMENT

My contract ended in February 2020 and as an obligated client played my part in trying to get in contact with the "RETENTIONS DEPARTMENT". Since March 2020 my wife and I on the turn tried to get through to the department during lunch hour but to no avail. We called weekly and then resorted to e-mails.

The following call log indicates the calls made; 5 May 2020 - 11h32 6 May 2020 - 15h15 15 May 2020 - 15h07 15 May 2020 - 15h10 19 May 2020 - 15h37 19 May 2020 - 15h38 19 May 2020 - 15h39 19 May 2020 - 15h44 This call was 9min 8sec 15 June 2020 - 12h33 15 June 2020 - 12h35 This call was 11min 41sec 15 June 2020 - 12h47 This call was 11min 30sec 20 June 2020 - 08h41 22 June 2020 - 08h11 This call was 27min 8sec 22 June 2020 - 08h39 02 July 2020 - 12h10 23 July 2020 - 14h29 This call was 28min 22sec

The following dates reflect our efforts to e-mail them; 17 May 2020 @ 12h58 with Reference Number - *** 19 May 2020 @ 07h48 received a response on 28 May 2020 22 June 2020 @ 08h35 02 July 2020 @ 12h54 06 July 2020 @ 08h31

We have then finally got through to your retentions department on 23 July 2020 where I was on the line for 28min 22sec as per the call log and was promised that it will be cancelled immediately. On the 26 August 2020 the yet another debit order went off.

We request the immediate refund for August 2020 as we haven't even used the date. I don't think I even need to put in words the frustrations we experience with your brilliant customer services.

It is also evident on here that there is one hell of a problem when people want to request cancellation of expired contracts. To put the cherry on the cake, WE RECEIVED AN E-MAIL TODAY REMINDING US THAT WE ARE DUE FOR AN UPGRADE...HAHAHAHAHAHA FUNNY THAT.