pathetic customer service

The WhatsApp support line is extremely inefficient. It is no better than sitting on a telephone queue all day. Responses come through every hour, and if the agent hasn't assisted within an hour, the robot automatically ends the chat, forcing you to start the entire process again. This means a simple query can take well over three days to resolve.

What makes matters worse is thatbefore your complaint is even properly understood, they advise that it needs to be escalated, which adds another three days to the process. In the meantime, the chat keeps timing out, the robot keeps restarting conversations, and each new agent has no idea what was discussed previously.

Since signing up, I have repeatedly requested that my details be updated, yet this has never been done. I have also never received any statements on my account.

On 1 June at 09:50, I queried an overcharge on my account, as I am on a fixed monthly contract amount. Agent Khensani S informed me that the amount was a pro-rata charge from the date of installation. This made no sense, as I have paid the same fixed amount since inception, except for one month when I experienced connectivity issues. The explanation provided was: "for the number of days your service was active when you first installed it." After that response, there was no further engagement, the chat expired, and I found myself back with the bot.

On 2 June, I contacted the WhatsApp line again. Agent Sanelisiwe B informed me that the charge was an overcharge. How can two agents provide completely different explanations for the same transaction on the same account? One says it is a pro-rata charge, while the other confirms it is an overcharge.

I then requested all my statements as well as confirmation that a refund would be processed. I was told that the matter would need to be escalated. When I asked for the turnaround time and when I could expect my statements, the responses I received were: "We will tell you," "I'm not sure," and "All we know is it will take some time."

If the people responsible for managing customer accounts do not know the turnaround times, who is supposed to know?

Money is being incorrectly charged, customers cannot access their statements, and no one can provide clear answers or timelines. This level of service is unacceptable.