poor sevice and rude agents from ithemba

I am lodging a formal complaint regarding ongoing poor service, lack of accountability, and unresolved communication issues involving Ithemba Property Management and Rise Telecoms.

On 1 June 2026, I submitted a support request to Rise Telecoms and received Ticket Reference Number 825838. I was informed that a consultant would review the request and respond within one business day. I also received an automated confirmation stating that assistance would be provided shortly.

Despite this, I did not receive any meaningful resolution or follow-up within the stated timeframe.

In addition to the ticket submission, I have made multiple attempts to obtain assistance regarding a premium Wi-Fi upgrade for my unit at Eyethu 505, where I am the leaseholder. My contact details were provided, and I clearly requested pricing and package options.

During this process, I interacted with multiple agents from Ithemba Property Management who were unable to provide clear assistance and repeatedly redirected me to Rise Telecoms. These interactions did not resolve the issue, and in several cases resulted in inconsistent or unhelpful communication. Calls and emails were not effectively handled or escalated.

At no point has a clear, actionable response been provided regarding:

• Available premium Wi-Fi packages • Pricing structures • Upgrade process and timelines • Status of Ticket Reference Number 825838

As a resident and paying customer, I find the lack of coordination between Ithemba Property Management and Rise Telecoms unacceptable. The repeated deflection between departments, combined with delayed and incomplete responses, has resulted in a breakdown of basic customer service standards.

I am requesting urgent escalation of this matter and a direct response with the following:

1. A confirmed premium Wi-Fi package available for Eyethu 505 2. Full pricing details 3. Clear installation or upgrade timeline 4. Immediate resolution of Ticket 825838 5. A single responsible point of contact to prevent further misdirection

This matter requires urgent attention due to the ongoing service failure and lack of accountability across both support channels.

Khanyisani Mthembu Eyethu 505 Resident *** ***