RSAWEB & VUMATEL steeling my money!

To whom it may concern

I am not the kind of customer that takes things to social media but I am not getting any support from RSAWEB call centre and that's why I am here.

On the 1st of March 2023 I received a email from RSAWEB stating that I will automatically be moved from my current 50/50 fibre package to a 100/100 fibre package and my bill will go from R695 to R975 which is crazy because my current fibre package has not been discontinued and is still being offered.

So on the 2nd March 2023 I spoke to a consultant on the live chat because like always RSAWEB call centre is experiencing HIGH CALL VOLUMES. The consultant assured me that as per my request I will remain on my 50/50 fibre package and my new bill will only include the revised 50/50 package price of R755 which I was happy with.

On the 31st of March 2023 I received my statement and what does it say.....My debit for April 2023 is R975 for a 100/100 package which was confirmed to me from the consultant and now I sit with this problem again. The following day the 1st of April 2023 I called the call centre after for holding for 45min a consultant picked up and I explained the whole situation all over again, after checking my profile the consultant confirmed that the previous changes was done to keep me on my existing package of 50/50 but now VUMATEL has not made the change and thats why I am being billed incorrectly.

But he assured me that it would be rectified and I dont have to worrie about the debit amount it will be correct.

The 3rd of April 2023 debit order goes off and to no surprise i am being billed for the amount of R975 which is for a 100/100 fibre package...

So I test my line every day sins then and I am still on a 50/50 fibre speeds but paying for 100/100 package. I have tried numerous times to get hold of the call centre and every time holding for 50 min or more and spending more then R400 airtime by now with no help insite I turned to RSAWEB website to logg a ticket and explained whole story again I get a ticket number and a 72hour waiting period just so that someone from RSAWEB send me my statement and the issue is being ignored.

I need a senior management person to contact me ASAP I have every reference number, ticket number and persons details that said they would behelping me and nothing happen, otherwise I'll flag this situation to the same people handling the Vumatel case in where there customers and ISP being forced to pay for higher packages which they dont need, it is actually what is happening with me.

Regards

Mr H van der Mescht