Pathetic service

We received SMS notifications stating that our account was in arrears. When we checked our bank account, however, the debit order had in fact gone through. We were therefore extremely concerned when our fibre line was subsequently placed on hold, apparently because of a banking error that caused the debit order not to reflect on your side.

We were then instructed to make a payment of R908.85 to have the service restored. We made this payment in good faith and specifically because we were told that, once the amount was paid, our fibre connection would be reinstated.

We subsequently contacted the fibre department and spoke to Nandi, who advised us that the fibre would be restored within 2–6 hours. This was after another consultant, whose name we unfortunately did not take down due to our own oversight, had advised us that the service would be restored within one hour because she had already removed the hold on the account.

Today, however, the fibre line is still not operational.

This is extremely frustrating and unacceptable. We are effectively being penalised for what appears to be a banking or administrative error that was not caused by us. Despite the fact that the original debit order went through and, as instructed, we subsequently paid the R908.85 required to restore the service, our connection has still not been reinstated.

I need the fibre connection to work today because I need to work. We have comp**** with the instructions given to us, yet we are still without the service we are paying for.

I therefore require this matter to be urgently escalated and the fibre line restored without any further delay. I also require an explanation as to why the service has not been reinstated despite the payment having been made and despite us being given specific restoration timeframes.

We should not be left without an essential service because of an error that occurred between the debit order processing and your billing system, particularly after we have made every reasonable effort to resolve the matter.