fed up with poor service

I am submitting this formal complaint regarding ongoing service degradation, failure to resolve network faults, and unauthorized charges on my telecommunications account, despite being bound to a fixed-term contract.

Background and Network Issues Several months ago, I logged an incident with my service provider relating to a network fault in my area. At that time, mobile data services were only operational during limited periods of the day. This issue persisted for approximately one month before temporarily resolving.

More recently, the service has deteriorated further. I am now experiencing persistent packet loss of approximately 5–10% on the line. I subscribed to a 100 Mbps service specifically for latency-sensitive activities such as online gaming. Due to this packet loss, the service is no longer fit for its intended purpose.

Failure to Properly Investigate and Resolve Faults During the initial incident, the assigned support agent failed to properly investigate the condition of the relevant network tower and appeared primarily focused on closing the incident rather than identifying and resolving the root cause. This lack of adequate technical investigation appears to be a direct consequence of outsourced support structures, where accountability and technical ownership are insufficient.

As a result of these failures, the condition of the network infrastructure has deteriorated further, and the service quality is now materially worse than before. The line can no longer be used in accordance with the service level reasonably expected under the contract.

Contractual Concerns I am currently bound to a 36-month contract. The service operated as agreed during the first year of the contract. However, during the second year, the above issues began and remain unresolved. Despite repeated issues, I continue to be billed in full for a service that does not meet acceptable performance standards.

Unauthorized Charges and Billing Irregularities In addition to the service issues, I have identified unauthorized charges on my account for Contract Cover (R10). I explicitly requested that this service not be added. Despite this, it remains active on my account and is reflected in upgrade documentation.

On another line, this charge was eventually removed; however, I was never credited for the amounts already billed. Furthermore, I never requested this service to be added to any of my top-up lines.

Requested Regulatory Assistance I respectfully request assistance with the following:

Investigation into ongoing network degradation and packet loss

Assessment of whether the service provider is meeting contractual and regulatory obligations

Review of the impact of outsourced support on fault resolution and service quality

Removal of all unauthorized add-on services

Refund or credit for all incorrectly billed amounts

Appropriate remedial action in line with consumer protection and telecommunications regulations

I submit this complaint in good faith and request intervention to ensure compliance with applicable regulations and fair consumer treatment.