Ongoing Billing Issue, Failed Support & Refund Request

I am writing to formally raise a serious complaint regarding incorrect billing, unresolved support issues, and a complete lack of accountability despite multiple communications since December 2024.

I have spoken with your agents Thandeka Dlamini (most recently) and Resana Mathebula (on 11 April), and on both occasions, my calls were dropped and no assistance was provided. Despite assurances from several agents that a R1000 and later a R500 refund would be processed, no refund has been received to date.

Furthermore, although I downgraded my account, you have continued to incorrectly debit my account as follows:

January: R1498

February: R498

March: R1498

I have lost confidence in your customer service team and am extremely disappointed with the ongoing inconvenience and financial impact this has caused.

I am now demanding the following: A full transaction statement from December 2024 to present.

Immediate refund of the incorrectly debited R1500.

Written confirmation that my account is correctly downgraded and billed.

A formal explanation for the continuous billing error and dropped support calls.

Should this matter not be resolved within 3 business days, please be advised that I will be lodging a formal complaint with ISPA (Internet Service Providers' Association), as per their Code of Conduct.

This will include the full history of communication failures, financial discrepancies, and poor service received.