Formal Complaint – Internet Service Disconnection and Incorrect Information

I would like to formally lodge a complaint regarding the handling of my internet service issue.

My internet stopped working **two days ago**, despite my monthly payment being successfully debited from my account. I contacted support on the same day to report the issue and was told that my credit limit was showing as **R0**. Unfortunately, the person assisting me did not open a ticket, despite me reporting the issue.

I contacted support again **yesterday** because my internet was still not working. I was given the same explanation regarding my credit limit. I asked whether something could be done to increase or load the credit so that my service could be restored. I was told that this would normally take **72 hours**, but that if I paid **R100**, the process would be quicker and I would be reconnected sooner. Based on this information, I made the **R100 payment yesterday**.

However, today, when I followed up because I still had no internet access, I was told that the information I had previously been given was **incorrect**. I was then told that a ticket would be logged and that I would have to wait **up to 72 hours** for the credit to be loaded. I was also told that the **R100 payment would not help with the reconnection at all**.

When I asked for the matter to be escalated due to the incorrect information I had been given and the fact that I had already made an additional payment based on that information, I was told that it **could not be escalated**.

This is extremely frustrating. I have now been without internet for **two days**, despite my monthly payment being made, and I also paid an additional **R100** based on information provided to me by your support team. I have now been told that the information was incorrect and that I must simply wait another 72 hours.

I would like this matter **urgently escalated to a supervisor or the relevant complaints department**. I also request that the **R100 payment be credited to my account**, as I only made the payment based on the instructions provided by your representative.

I would further like my account to be **credited for the two days of service I have already lost**, as I have paid for a service that I have not been able to use.

Please investigate the handling of my case, including why a ticket was not opened when I first reported the issue, why I was advised to make the R100 payment if it would not assist with reconnection, and why I am now being given completely different information.

I expect this matter to be properly investigated and resolved as soon as possible.