The most Incompitent ISP on the Vumatel Store Page

This is one of the most *********** ISP's I have ever had dealings with.

I initially had a 200/200 mbps package with RocketNet through Vumatel. I had paid for the Vumatel installation approximately 2 years prior.

I then requested that the link speed was dropped to 20/20 as I no longer required the 200/200 link.

Confirmations went around and the speed was reduced without any issue. I was then invoiced for the full 200/200 speed after a month of 20/20 service. I disputed the invoice and was informed that I was to pay R1750 as their 200/200 package included Vumatel Installation (I already had the installation done at my cost 2 years prior).

I informed them that I was not liabel for ANY installation costs as they did not do any installation. I was informed that I had to pay because Vumatel Charged them. I had to produce my Origional Vumatel Invoice before they would clear this up.

This was eventually resolved and I then pursued Cancellation of the service. I then found out that out of 90% of the ISPS's available on Vumatel. This one in particular charges you R1500 if you cancel your MONTH TO MONTH contract before 6 months.

My first query for cancellation was ONLY to query the dates and costs (When did i start my contract, when will my services terminate and when will my last debit order take place). I was asked if i wanted to cancel to which I did not reply immediately.

Before my response, I received an email from Vumatel's Portal saying that my service was successfully cancelled. RocketNet had cancelled my service before I gave confirmation.

I emailed RocketNet querying this, and was told that my services were not cancelled (Email from Vumatel is to the contrary) I submitted the Email from Vumatel and did not receive any feedback. Over the next few days I did not have time to find out what was going on, however I received a phone call from their accounts department saying that they couldn't complete my new order, as I had to fill in the online form.

I found this hilarious at this point, as the incompetence is actually just incredible. I thought my services weren't cancelled, but apparently, they have been as there seems to be a scramble to now re-open the account. I informed the caller of all of the backstory and was told that they would contact me further throughout the day. Please note that as this point, I still did not give any confirmation that I wanted to terminate my services. I wanted to remain onboard for the last month and a half because the thought of paying these imbeciles R1500 for absolutely nothing revulsed me.

Fast Forward to now. I decided to cancel the account as I would like to upgrade the the new 1GBPS packages offered by other ISP's. I requested cancellation with immediate effect, but still queried when my last day of service would be as well as my last debit order. That was 3 days ago. I have had no feedback even after numerous requests. I believe this is because in order for them to accept and process my cancellation's 30 days' notice period will put them in a very difficult position. According to the email i received from Vumatel, my services will terminate 30/4.

I take it that this means that in order for them to cancel with the 30-day notice period, they have to somehow reactivate the account that they terminated, all the while keeping me in the dark as to their colossal ***** up.

In closing, ISP's running on Vumatel’s Platform quite literally have just about zero work to do. Everything runs off of Vumatel's Portal, they have to do billing. You know the thing that has not changed in the last few decades.

At this point I just want this service cancelled; I completely disagree with your absolutely ridiculous Penalty payment. This is a month to month agreement, if your service is so horrific that you need to put a penalty clause in your T&Cs where no other ISP i have dealt with has done so, then there is a serious need to re-evaluate your current business model.

If I do not get feedback and resolution by Monday 08/04/2019 I will be in contact with my Bank to de-authorize any Debit orders that you will attempt to run.