Poor Service

I took out a contract last year November for fiber as I have moved to a new complex and needed wifi. I was given the option of a month to month and a 12 month contract and chose month to month. I have dealt with a senior sales consultant at head office Mbali Mtetwa via email and a bunch of other people she asked to assist.

In May I moved and called in to cancel my month to month contract and was told that I could not cancel because apparently a month to month is also a 12 month which I was not made aware of up until trying to cancel in which I accepted to pay for something I am not using up until November.

On the 26th of September I called again to cancel my contract in which I was told again that my month to month is actually a 12 month but not only that, there is an additional 24 months I need to pay for some little box the technician had to put in which I was once again not made aware of. Neither the technician nor Mbali or anyone I was in communication with, not even the cancellation department in May told me about this. I would never agree to a 24 month contract on top of a 12 month contract as I am leaving the country next year and I was never planning on staying in the previous place for more than a year.

My issue was escalated last week and was told by the supervisor/manager that is in the cancellation department that I would have to wait 24-48 hours for feedback. It is now almost a week later and no one got in contact with me to resolve this as I will not pay for something I was not made aware of.

Your after sales service is an absolute disgrace as you can pull all the telephone recordings of how I struggled for a technician to come out the second time as the 1st technician came unprepared and could not assist. Now I’m struggling again for someone to assist and resolve my problem.