Assistance Required – Penalty Dispute and Service Disconnection

Item: Surf4Life
Rating: 1
Author: SEGOPOTJE K

Good morning,

I am writing to request urgent assistance regarding a penalty charged for a disputed debit order on a service I did not use.

Last week Monday, I called your offices and spoke with a staff member named Sipho, who assured me he would log a call on my behalf that morning. Unfortunately, this was not done. I asked to be transferred to the finance department for further assistance, but he was unable to do so.

Later that day, around 13:00, I contacted Sipho again and informed him that I had sent an email to Surf4Life for support, as I was not receiving the necessary assistance. Only then did he log the call. After that, the issue was resolved promptly, and I was reconnected for about a week.

However, by Friday midnight, I was disconnected again.

This morning, I called once more, but I am still not receiving the help I need.

Your urgent assistance in resolving this matter would be greatly appreciated.

Kind regards,

Helpful (0)

Replies (1)

Surf4Life's replyOfficial

06 Aug 2025, 12:20

Hi SEGOPOTJE

We appreciate you bringing these issues to our attention, including the initial challenges you experienced with getting your call logged and the subsequent service disruptions. Please rest assured that we take your feedback seriously.

The fibre link servicing your site remained active and fully operational throughout the power outages that affected your service. Our upstream provider deployed an alternative energy solution to ensure continuous internet service during these interruptions, and we sent communication to all affected clients by the damaged substation .

However, a personal backup power source was required to keep your router powered during such outages. While Surf4Life provides and manages your fibre connection, we do not have control over third-party utilities, such as the electricity supply. We understand how frustrating utility-related disruptions can be and appreciate your patience.

Regarding your compensation query, our finance department was in communication with you concerning ticket reference [S4L #***].

Finally, we will be addressing the concerns you’ve raised with our staff to ensure they uphold the highest standards of professionalism. Additionally, we will look into appropriate remedial actions to improve the service you received.

Thank you for your understanding.

Surf4Life's reply06 Aug 2025, 12:20

Official

Hi SEGOPOTJE

Regarding your compensation query, our finance department was in communication with you concerning ticket reference [S4L #***].

Thank you for your understanding.