Moedeloos

I am at witts end, I have done all I can do from my side. We app**** for our fibre package on the 5th of October, no one informed us that we need to contact the projects team after the application to process the request. We eventually phoned (13 October) to find out what is happening on the account, we were informed that the order was received and being processed, I also corrected the address and made sure the contact details are correct (as there was a wrong cell number on the account). I sent the photos of the fibre box via email, he then asked for the proof of address and registration papers to show Vumatel that the address has new owners and the line needs to be swithched over (also via email), which was sent the same day (13 October), he confirmed receipt and we were told that it will take 1-5 working days. The router was received on 14 October and I phoned again to find out when activation will happen, again 1-5 working days, I phoned again on Monday (17 October) I was then told 48 hours until activation. I phone every day and the feedback stays the same “ there is an active line on and therefor cannot activate” – this can simply not be true as we don’t have connection and the old owners moved 2 months ago, their contract and cancellation is not my issue – I sent the registration papers showing that the house is now in our name. I phoned yesterday (24 October) 4 times!! I was told that Thania (who I thought is the co-ordinator) is not available I told them I will hold – 30 mins later, still holding. I then phoned again later and was told that our co-ordinator is actually not Thania but Penny – asked to speak to Penny – also not available!! I requested on live chat yesterday for Penny to phone me back – it’s 25 October 15H00 and still no call back, when I phoned today she was on another call I was on hold for 20mins and when I phoned 13H29 Penny was on lunch. (Note that the router is on 24hrs a day and not affected by load shedding) Please try and understand my frustration and get back to me – I just need to know what is going on, on my account and why there is a delay of nearly two weeks just to get activated?!