Unfair Billing and Poor Customer Support During Relocation – RSAWEB

I am extremely disappointed with the service I received from RSAWEB regarding my recent relocation and the confusing, unfair billing that followed. After relocating my fibre service from Wapadrand to Lynnwood Glen, I was billed R894.01 for a “pro-rata and delivery fee,” in addition to my regular R699 October monthly payment. When I queried this, I was told the pro-rata covered September — yet I had already paid for September at my previous address. To make matters worse, I was also charged a R195 delivery fee, despite never receiving a new router — I simply took my existing one with me. When I tried to clarify this over live chat, I was passed between three different agents (Sibongile, Zeah, and Hluma Blaauw) over nearly an hour, none of whom resolved the issue or took accountability. I was eventually told that all charges were “correct” because of a one-month notice policy, even though I never cancelled my service — I merely relocated it. The attitude was dismissive, and the suggestion to simply “log a cancellation” instead of properly resolving my billing query felt like a clear attempt to avoid responsibility. RSAWEB’s handling of this matter shows poor customer service, unclear billing practices, and a lack of accountability. I request: 1. A full explanation and breakdown of my final invoice, including the duplicated September billing. 2. A refund of the R195 delivery fee (no router was delivered). 3. An apology for the poor handling of my case and the lack of clear communication. I hope RSAWEB takes this complaint seriously and reviews how relocation billing is handled to prevent this from happening to other customers.