No Answers from the Account Manager

In terms of customer support service there is little to talk about because even now weeks after cancellation with them on 6 July 2024, I still have three major issue and tickets open with them:

1. Firstly it is very challenging to get a statements nor are invoices sent via email, only invoices can be pulled from an app, from them in order to investigate what was charged and what was payed. Back on the 2*** financial statement I noticed an anomaly when they changed to a new financial system for 2*** that they didn’t carry over the balance of the last financial year. This lead me to see a double charge from the last financial year to the invoicing charge to the start of the current financial year in March 24. 2. Yes, I do confirm there was a period where my debt order did not go through last financial year, but only after three months when without notice my service was suspended could I confirm this and immediately paid the full outstanding period plus extra. It was that extra I was concerned about that wasn’t included in this current financial period. This caused a double partial charge in the current financial year but left the other part on the old facial system without carrying it over. At one point I deposited R50.00 before the other portion of a full month charge to see how well they are taking into account proof of payments. Even now when they say that my account is fully balance they still haven’t included that payment REF: INV *** 3 June. 3. I have one month notice on the 6 June. 6 July 2024 came round and my services was cut off. However before my services were cut off I was charge a full month July Invoice with the additional missing R50.00 payment. I called support to say that I was willing to pay a prorata fee for the 5 days of service I did use into the new month. No they will still charge you an additional full month even after a full one month notice. It would have been fine if I could fully change over to my new ISP as of 6 July 24, but no I had to wait patiently for an additional 9 days without internet while being charged.

Up until now I have been dealing with the call center support. I still believe the issue lies with the accounts manager. I am was not seen as a customer to them. I still do believe had they resolve my worries as soon as they were brought to attention I may have stayed with them since the service i.e. the internet was adequate but is my criticism of the overall support that I cancelled.

As of now I am still pending on answers to what works out a credit amount of R1276.00 which is supposed to be refunded to me if a proper audit is done. I wait still for an answer if this is all justifiable or not.