Furious customer

Good evening,

I'm writing to express my extreme dissatisfaction and anger regarding my recent statement received on 6 April. I've discovered that my fibre installment has increased by R450, despite my contract being due for an upgrade. I was under the impression that the agreed-upon contract was applicable from 01/08/2025, and I'm perplexed as to why the increase is happening now, less than 12 months into the contract.

When I contacted your call centre, the representative incorrectly informed me that my contract had expired in July 2024. I suspect this may have been an attempt to secure a deal. I specifically asked why the premium didn't increase in July 2024 if that's the case, but received no clear explanation.

Furthermore, I've conducted three speed tests on different sites, and the results confirm that I'm currently on a 100mbps package, not the "200mbps" I brlieved I was on. This contradicts the information provided by your representative and indicates that I'm not receiving the service I was promised.

I also noticed that your app lists my package as 100mbps, which matches the speed test results. I believe this is an error and request that you review my complaint history, specifically the speed and premium discrepancy issue raised on 04/08/2025.

As per our agreement, the contract is only due to expire on 31 July 2026. I urge you to honour the original terms and refrain from increasing my premium until the agreed-upon 12-month period has elapsed.

This experience has been extremely frustrating, and I expect better customer service from your company. That means I've been on a 100mbps speed all along or maybe you guys have changed it without me noticing. Disgusting!!!