SADV at FAULT!

Good day Hello Peter

SADV Account Number - HK0092

Ticket Numbers -

1) *** 2) *** 3) *** 4) *** 5) *** 6) *** 7) SA047205

Kindly note that there could be much more Tickets as not all were sent to me including the two I logged (2022-06-14/15)

Short story, Last year (2021-04-20/21) I was informed by SADV that they have the infrastructure for up to 1Gig per second fibre line, I signed up for a package migration from 20/20Mbs to 1000/1000Mbs as per communication from SADV.

After two weeks went by without any internet connection and the wrong routers being sent, SADV advised that the 1000/1000Mbs line is not feasible due to no infrastructure available, I decided to go to the highest available package they offer 100/100Mbs due to no feasible connection for the 1000/1000Mbs line, In this time I was billed for the 1000/1000Mbs line and Pro Rata was added for a line I never had and was never feasible, So I reversed the debit order as I never had connection nor a 1000/1000Mbs line.

For a year my account was debited for the 100/100Mbs line, Never missed one payment to the account, So everything was correct so. I thought it was, with no issues, and no account suspension...

However last month (2022-05-30) I received an SMS and Email stating my account will be suspended due to no payment, So I ignored both communications, and the next day the account was suspended so I called SADV Customer support, This is the most time I have ever spent waiting to be assisted you will be 9th in line and wait for 2Hours for someone to actually take the call, And I am serious 2 whole hours!! With your own airtime!! They unsuspended my account as payment has been made as per normal via debit order.

(2022-06-14) The account has been suspended once again due to no payment (Keep in mind that my debit order has already gone off on the 1St of June). So my waiting journey has once again begun, A friendly consultant "Moses" picked up and he knows the whole sorry about the migration... Assisted me as much as he could. "Logged a ticket"

The moral of the story is SADV keeps on suspending my account for a bill I received a year ago for the fibre migration I never had and two weeks without internet, Makes no sense to me how I am at fault here, Never missed a payment for the past "almost" two years of being a customer with them.

(2022-06-15) I called back in to find out what is going on with the feedback from the accounting department, Obviously, I waited for another 1 and 45 Minutes to be assisted, This time Freddy picked up and I explained to him whats going on and friendly requested to speak to a manager or a supervisor, He advised that no one is available they must be in a "meeting", I wanted to snap my phone in half as this is the worst department that ever existed!!

All I want is... SADV should remove the bill for the 1000/1000Mbs line I never had and was never installed at my residence it was not feasible and no infrastructure for that line at that time...

I am NOT at fault!! SADV must sort out the accounting department! No feedback no assistance. Just suspension on the account!

I am friendly demanding a manager or a senior to give me a call and sort out this matter ASAP! It has been a year without any issues no payments missed nothing, Why has this not been sorted out as yet? I am just asking you to please remove that amount from my account once and for all, As that was never my FAULT! and I will not pay that Amount as I never had the service! In fact, they must credit me for being without internet for two weeks...

I have been a loyal customer for "almost" two years, not missing payments not complaining about price increases nothing. Please sort this out I am tired of calling and spending my own money for feedback due to lack of customer service.

Please manager or senior call me! I want my internet back online tonight, please!

Regards