Poor After sales service and misleading information

Good day

I'm very disappointed with the service I have received from Mweb. I opened the account just as lockdown started. When I took out the LTE contract it was only because fibre had not been istalled in our area yet. The conversation that I had with Samantha was that as soon as fibre was available in our area, I could change it. However now as fibre is installed and available in my area, the consultant told me that I must first pay for the router before this can happen. I called back and requested the call recording and the matter be escalated to Achmat( Samantha's teamleader) about 2 weeks ago, but I never received any feedback. I even tried again today to call the call center, but my calls keeps on getting cut. I even sent an email and got notification that I would be contacted within 48 hours, still nothing. Your after sales service are very poor!! as you are only focusing on getting sales and not servicing your existing customers. This is not good for your Brand!!

I would like to be contacted by a manager and this matter resolved, as this is very frustrating. Otherwise I will have to go the the Ombudsman.

my cell number is *** Olive Beukes email - ***