RSAWEB - The best(???) ISP in South Africa?

I recently moved from the Eastern Cape to the Northern Suburbs of Cape Town. In the process I had to cancel my fibre contract because the complex where I'm staying has their own proprietary Fibre provider and they are (in my opinion) far too expensive for a retirement village.

I decided to investigate LTE alternatives as an interim measure because several of these are offered on a month to month basis.

To my surprise RSAWEB was recommended (above previously highly rated service providers) as the best Internet Service Provider in the country.

On the 22nd of March I did an online purchase and eagerly awaited my RSAWEB SIM which would reconnect me to the digital world.

Later in the day a 'sales executive' from RSAWEB phoned me and requested that I click on a link in an email sent to me from RSAWEB to confirm my order. At this point he inquired what router I would be using, only to inform me that a) their LTE system only works on a very limited range of routers b) that their 'free to use' router offer had just expired and c) that if I agreed he would make the necessary arrangements for a rental router to be provided with the SIM on a month to month basis. I agreed to the rental arrangement and confirmed the order as requested.

On the 23rd of March I used the order number provided by RSAWEB (CDM***5) to track the progress of my order and saw that is was 'Pending Delivery'

The next day I contacted the courier company assigned by RSAWEB to confirm a date and time for the SIM delivery.

It was then discovered that the 'sales executive' at RSAWEB had incorrectly transcribed my ID number from the certified copy of my ID that I had uploaded as part of the ordering process! (They had added an extra superfluous number to the end of my ID number!) As a result the courier was unable to process my order as the RICA process would not be able to be completed by the person delivering the SIM and router.

I immediately phoned RSAWEB and spoke to another 'sales executive' who undertook to rectify the issue immediately and advise the courier accordingly.

I subsequently chatted with an onlne 'sales executive' and relayed the details of my order and problems to him. He then told me that the order would take between 7 and 14 working days to complete!

On 26th March a package arrived at the security building at my complex. It was a router with no SIM and without any supporting documentation!

I then had another chat with an online 'sales executive' and inquired about the SIM. He said that the delay in the delivery of the SIM was caused by the fact that my original order did not include the purchase of a router. I (in capital letters) explained that the the router had already arrived 2 days before! He promised to escalate this issue and expedite the delivery of the SIM.

On 29th March I inquired from the courier company (via email) why the status of my order had not changed from 'Pending Delivery' and 'Awaiting Instruction' since the 23rd of March. An agent from the courier company phoned me back immediately and advised me that the delay was being caused by an ID Number mismatch! I advised her that I had personally spoken to an RSAWEB 'sales executive' (5 days previously) and that this person had assured me they would rectify the issue immediately and advise the courier company accordingly. She responded that they had heard nothing from RSAWEB relating to this order from 22nd of March.

I am at a complete loss for words.

If this is how RSAWEB got to be the best ISP in South Africa, just how bad must their competition be??!

On a more serious note, I believe that if RSAWEB wishes to remain in the service provider business, someone (from the top) has to explain to their 'sales executives' that the keyword ro their business model is 'service' and that gaining new customers and keeping them is how they are guaranteed job stability. So far my experience of RSAWEB reads like an intricate, complex comedy and I cannot find a single reason ever to recommend this company to a friend or associate. Maybew RSAWEB management will take this (constructive) criticism to heart and make the necessary changes to save their company from early oblivion.