RSAWEB - POOR SUPPORT\SERVICE

My name is Ken Everett.

I am a retired pensioned on a very limited financial budget. As such I try to limit my monthly data usage to 90Gb (any time) + 90 Gb (night owl) and have entered into a contract with RSAWEB to provide this via Fixed LTE services.

On 23rd August 2023 I had to make an online purchase of 20 Gb data ('Top-Up') via RSAWEB's MyRSAWEB App.

The App directed me to a Pay service which did an immediate deduction from my bank account (all Top-Ups are strictly CASH ONLY)

When I received my statement from RSAWEB at the end of August, I saw that RSAWEB had INVOICED me for the SAME SERVICE on the SAME DATE and ADDED the R140 to my monthly statement!

RSAWEB was NOT AUTHORISED to make this R140 debit on my bank account.

I queried this with RSAWEB support over the next few days, providing proof of payment from my bank account (23 Aug 2023) and provided a screenshot which showed the double-debit by RSAWEB. The agent then informed me that the R140 would be credited\refunded within 10 DAYS.

I received a transcript of this conversation with an RSAWEB support agent on 4th September 2023.

The problem with this scenario, is that it appears that someone at RSAWEB is able to GENERATE a fictitious\unauthorized Invoice and then debit my bank account without permission. I have a contract with RSAWEB for a fixed amount, and expect that ANY changes to this would be properly communicated. In my opinion such behaviour is tantamount to *****.

On 16th September I received a 'courtesy email' from RSAWEB with a Ticket Reference number *** stating that RSAWEB was 'still looking into my query' - even though there is no way that RSAWEB can justify debiting me for a cash-only service.

On 22nd September I followed up with RSAWEB support regarding the progress of the refund. I was transferred to several departments until eventually I was left waiting interminably with a message about 'high call volumes'.

What really made me fume, is that immediately after I terminated the online chat due to lack of response, I started to experience appalling Internet access.

My (usually fast) Fixed LTE slowed down to a crawl, and dropped connection to the internet with monotonous regularity.

I am unable to even run an Internet Speed test, as the test times out trying to 'find Provider'.

I am of the opinion that RSAWEB does not deserve the title of 'Best ISP' and that the support personnel (for the most part) are either ********, *********** or cannot be trusted to adhere to contractual obligations.

I have requested on numerous occasions that an adequately qualified person phone me to discuss and resolve this issue, but all that has happened is that the service\s provided by RSAWEB have continued to decline.

I am at my wits end.