RSAWEB cancelled my service despite my request not to, and is now charging me R2,500 to reconnect

I am extremely disappointed and frustrated with the way RSAWEB has handled my account and this entire matter.

I previously had a billing dispute regarding an amount of R882.08. While the matter was being investigated, I specifically requested on 13 August that RSAWEB’s Cancellations, Accounts and Support departments not cancel or suspend my service while the dispute was being resolved.

Despite my explicit request, RSAWEB proceeded to cancel my service.

I subsequently paid the outstanding R882.08, as well as my August service fees on 20 August, because I wanted to resolve the matter and have my service restored.

What makes this even more frustrating is that Abigail Okkers initially indicated that my service would be reconnected with the reconnection fee waived, as the cancellation/suspension was not something I had requested and I had specifically asked RSAWEB not to cancel my service while the matter was being investigated.

I am now being told that I am responsible for a reconnection fee of approximately R2,500.

This is completely unacceptable to me. I did not request the cancellation of my service. I specifically asked RSAWEB not to cancel it, yet RSAWEB cancelled it anyway and is now expecting me to pay R2,500 to reconnect a service that I had asked them to keep active.

The customer service experience has also been extremely poor. When I call RSAWEB, my calls are repeatedly transferred from one department to another. I have been going back and forth between departments without anyone taking ownership of the matter or providing a proper resolution. At this point, it feels as though nobody wants to take responsibility for what happened.

The Support Department has been particularly disappointing. I have struggled to get meaningful assistance or a clear resolution, and it honestly feels as though the support function is non-existent.

I have been a customer who has tried to resolve this matter reasonably and has made the necessary payments. Instead of receiving assistance, I have had to repeatedly explain the same situation to different people, deal with service cancellation, and now face a R2,500 reconnection charge for a cancellation I specifically asked RSAWEB not to make.

I am therefore requesting:

1. That RSAWEB immediately review the circumstances surrounding the cancellation of my service. 2. That the R2,500 reconnection fee be waived, given that I specifically instructed RSAWEB not to cancel my service while the matter was under investigation. 3. That RSAWEB honour the initial indication from Abigail Okkers that the service would be reconnected with the reconnection fee waived. 4. That someone from management or the appropriate escalation department takes ownership of this matter instead of continually transferring me between departments. 5. That I receive a clear written explanation as to why my service was cancelled despite my explicit request that it not be cancelled.

This has been one of the worst customer-service experiences I have ever had with a service provider. The constant back-and-forth, lack of ownership, cancellation of my service despite my request, and now the R2,500 reconnection demand have completely destroyed my confidence in RSAWEB.

I would appreciate a proper resolution rather than another transfer to another department.

Account ***