Unresolved complaint

I enquired about fibre at Vumatel on the 22nd April 2025,and spoke to the lady known to me as Thabisa. She explained to me their products offered and agreed to sign for one. I also enquired about the price and promotional(free month ) offering ,which she confirmed that is still running .I then agreed to sign and gave her my banking details. Everything went well with the installation and the operation on the 23rd April .

The problem started few days later(April month-end )when my account was debited pro rata. I then enquired about the email to use to register a complaint from the whatsapp number provided. I was given as *** that was on the 30 April.

On the 30th April , i sent an email with a detail complain that included the "free-month " and why my account was debited.There was no response. I subsequently sent whatsapp messages on the 05th May, 12th,14th,15th,20th and 21st. Email messages on the 05th May ,15th and the last was on the 29th May .

Yesterday ,01 June 2025,my account was again debited with the full premium(R349). This morning i called them with the intention to cancel the contract, twice my calls were dropped .The first after 18 minutes holding ,the second i spoke to Vuyo and put me through to a lady who authenticated me and asked why i want to cancel my account and then related to the whatsapp and email messages which were never responded to with regard to my account debited and she confirmed that i do qualify for a free month and said she will put me through to billing department. The line dropped again .

I had thought they will call me back because the lady that i spoke to had opened my profile . I still want to cancel because i don't want to have a relationship with a service provider who is only interested in my money but not interested in resolving my problems