Poor Service Vuma Mweb

I am writing to express my disappointment and frustration with the service I have received regarding my upgrade request from 40 Mbps to 100 Mbps, which I submitted on 30 June 2025. Despite numerous follow-up calls to the call center, billing department, and support department, it has been over 2 months (almost 2.5 months) since my request, and I have yet to receive any feedback or updates on the progress of my upgrade.

The process of contacting your call center has been lengthy and unproductive. I have spent over 3 hours on calls, waiting for approximately 20 minutes to speak to a consultant each time. Unfortunately, the consultants have been unable to provide solutions or answers to my queries. Instead, they log tickets for escalation, promise callbacks within 4 hours or 48 hours, and inform me that a manager will contact me within 24 hours. None of these promises have been fulfilled.

I have been referred to multiple departments, including billing and support, but the response remains the same ? a lack of clear communication and no resolution to my issue. When I request to speak to a manager or someone senior, I am told that the matter will be registered, and someone will call me back within 24 hours, which never happens.

As a customer, I expect better communication and service. It is not reasonable to expect customers to continuously follow up on their requests. If the upgrade cannot be done, or if there are issues, I should be informed promptly. The lack of transparency and communication from Vuma Mweb has been disappointing, especially considering that I am a paying customer.

Given the poor service and lack of progress on my upgrade request, I urge you to look into this matter urgently. I request that you provide me with a clear update on the status of my upgrade and a timeline for resolution. If the service cannot be delivered as promised, I will be forced to consider switching to a different provider that can meet my needs.