Pathetic service

The service was great when signing up and having the SIM delivered, but unfortunately that is where the good service ended.

On 25 September, I signed up for a 500-minute package at R78 per month. I paid the pro-rata amount for 25–30 September, as well as the full amount for October.

Then, on 1 October, another debit order went off for both data and minutes.

Since then, I have been trying to get answers regarding my refund, but getting assistance is extremely frustrating. You cannot simply call a call centre — you first have to deal with a chatbot that often does not understand the issue. Once you eventually reach an agent, a ticket is logged and then repeatedly "re-escalated."

One agent advised that I would receive feedback within 48 hours. After 48 hours, I was then told it could take up to five days. Today is day five, and once again I have simply been told that the ticket has been escalated.

At what point does someone actually take ownership of the problem and resolve it?

Signing customers up appears to be quick and efficient, but resolving an *** or billing issue seems to be a completely different story.

Is this a one-man-show support service, where every issue is simply escalated with no actual resolution?

I would appreciate a proper response, confirmation of the amount that will be refunded, and a clear date for when the refund will be processed.