No assistance whatsoever

Good Day

I am currently battling with two issues (Billing and Connection) that I can’t seem to get assistance on.

On the 13th of July I lost connection and thought it was just a brief problem with the towers due to load shedding. The connection issue persisted and on the 15th I called in to enquire and I was informed that the tower I connect to is currently down and the technicians are busy with it. This continued till date.

During this time I was busy calling in and getting multiple ticket references and no technician was ever dispatched to my place.

Snowflake tickets#

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All this time I was calm and understanding despite the fact that my wife works from home and NEEDS the internet connection plus Im streaming my tv. I could have cancelled my subscription, but I did not see the need as I have never experienced any issues with the service provider and I was not going to jump ship at first sight of a problem.

Part of the tickets were me enquiring about my bill if I was going to be credited as I couldn’t use the services and it would seem unfair for me to pay for something I did not utilise. I mean I don’t mind paying for the 13 days of usage, but it is unfair for me to pay the full subscription amount.

Now, things took a twist on the 31st of August when I called in to enquire about my bill and the credit. Call ID ***7.

Calling in I was assisted by a lady who goes by the name Melissa Mkayi. When I explained my story to the lady, she apologised for the inconvenience and asked me to hold for two minutes while she checks on my account. Upon her return she told me that my services have been working for the whole of July ( I guess all the previous agents I engaged with were talking nonsense and all the tickets were opened senselessly) and she stuck to that irrespectively of my explanation. After 15 – 20 minutes in a call with her, seeing that we are not going anywhere I requested to speak to her supervisor and she asked for me to again hold for 2 minutes ( understandably so, as I was under the impression that she is going to brief him/her before they come to the call). To my surprise Melissa came back now suggesting to put me through to billing department. I then asked her again to speak to her supervisor and this time around she blatantly told me that it is NOT possible ( Clearly I was not worth her supervisors time).

In honour of the escalation matrix, I then asked her to put me through to her manager/manager of the department, but conveniently enough all managers were out of office. I then asked her to give me the name of her supervisor, she said she is not in liberty to divulge that information, I then asked her to give me her surname and she also couldn’t divulge that (bear in mind she knows both my name and surname).

As much as I am disappointed in Melissa, I really feel sorry for her because it seems as if her team doesn’t have proper support from those above.

I urge you to go and listen to the recording as I am leaving out many things on this message.

All I am asking:

For my bill to be fixed For my connection to be restored

Kind Regards Thulani