An ISP who doesn't provide customer service
I have been experiencing terrible connectivity issues, slow speed and a lot of down time since January 2023.
Wondernet has been terribly unhelpful with resolving the issues and only within the last few weeks have I been told that this is due to Vuma's lines and outages outside of their control.
This is all well and good. However, what is in their control is informing customers correctly of the problems, providing updates and not jumping between 'it's your personal line' and 'it's an area outage', only for Vuma to confirm that it is indeed an area outage and assist for WonderNet does.
If I don't follow up and call, no response is given. When a response is finally sent it is either along the lines of 'waiting for feedback' or 'oh is your line up?' or my favourite thus far 'I AM helping you by answering the phone'. These responses take days and the line is often restored for a day or two before I even receive the courtesy follow up call.
I have asked to speak to their 'Head of Customer Experience', a week went by with no call set up, no email response. Nothing.
Trying to receive accurate information from them regarding my requested cancellation is also like pulling teeth. Three emails have been sent with no consolidated response of the last day I will be expected to pay or when my connection will be terminated. Today I was told that I must take the router and deliver it back to them within 30 days or be 'charged'. 30 days from when? Today? Last date of payment? Must I pay for another month's internet and then not have a router for internet?
Their accounts department has not once responded or reached out regarding my request for a credit on my account due to my Internet Service Provider providing little to no service, feedback, or anything but a headache.
All the while I've been paying for data on my cellphone to work from home and airtime to keep on calling them only to receive the usual 'we will let you know once we have feedback' only to not hear back from them.
I'm honestly at my wits end with the lack of care and consideration given to customers that have been using their services for nearly 3 years.