Complaint Regarding Poor Service and Delayed Refund

I am writing to formally express my dissatisfaction with the level of service I have received from your company, from the technicians to the call Centre agents.

I initially app**** for Wi-Fi installation and paid the required installation fee of R695. When your technicians arrived, they did not have a step ladder and were therefore unable to complete the installation. They indicated that they would return with the necessary equipment, including a bakkie, but I waited an entire week without any communication or follow-up.

I then took the initiative to contact your call Centre. I was informed that technicians had returned but allegedly could not proceed due to my property being a double-storey house and again lacking the required ladder. This explanation was both confusing and frustrating, as no prior arrangements were made to ensure the correct equipment was available.

Due to these repeated service failures, I requested a refund. Unfortunately, this has led to further frustration. It has now been three weeks, and I am still waiting for my refund. During this time, I have been repeatedly assured by call Centre agents that the refund had been processed and that any delay was due to my bank. However, upon following up again today, I was informed by a team leader that the refund has not yet been processed and that I must wait until Tuesday for further progress.

This level of inefficiency, lack of communication, and misinformation is unacceptable. As a customer, I expect transparency, professionalism, and timely resolution of issues.

I kindly request that my refund be processed urgently without any further delays. Additionally, I strongly recommend that your company reviews its service delivery processes, particularly communication between your technical teams and customer service representatives, to prevent similar experiences for other customers.

I look forward to your prompt response and resolution of this matter.