Unhappy Client

Few months ago I wrote a review about this company netx xtend fibre, here I am again writing another review about their incompetence and disregard for their clients. This company has a tendency of cutting off the internet connection for no reason and when you send them communication regarding your issue they choose to ignore them. I pay in advance for their services meaning that I do not owe the company and yet they still cut off my internet connection with the claim that I have an outstanding balance, I asked them a question how is that possible if I pay in advance, are they already billing me for the new month while we are still in the middle of the current month?I went to an extent, sent them my POP for the current month which is December they still chose to ignore my request and still haven't restored my connection.I need someone from their accounts department to call me and explain where is the outstanding balance coming from because they are paid in advance for their services, yet I still haven't received an answer from them as they chose to ignore my emails and WhatsApp texts. Their policy states that if you miss paying for your subscription on or before the 7th of each month your connection will be cut off immediately.I paid my for my subscription for the current month on the 5/12/2025 of which I even sent them proof but as usual they don't care because it's not their money going down the drain.As I have stated on my previous review I'm unemployed yet I make efforts to pay for my subscription even if they can check their records not even once have I ever missed payment. Below is their reply to the previous review.Clearly this was not sincere as I'm still experiencing the same treatment. Netx Tech t/a Xtend Fibre’s reply 03 Jul 2025 at 13:12 Dear Cynthia Malebo, I want to start by sincerely apologizing for the distress and frustration you've experienced. Your message is deeply concerning, and it's clear that we failed you at several levels — from the unexpected disconnection of your service to the complete lack of communication and support thereafter. We fully understand how critical internet access is, especially when it impacts your daughter’s education. The fact that you’ve continued to pay your subscription, even under difficult personal circumstances, is not something we take lightly — and you deserved far better service in return. To clarify: several support tickets were created and escalated to our maintenance team for resolution. However, this was not communicated properly, which left you in the dark and understandably upset. That lack of communication is unacceptable. Please rest assured that I am now personally following up on your case to ensure that your service is restored as a priority and that you receive clear and timely updates moving forward. On behalf of the entire team, I offer our sincere apologies for how your issue was handled and for the impact it has had on you and your family. We are committed to doing better. Kind regards Xtend Fibre