Unacceptable Service Levels

I am writing to formally express my extreme dissatisfaction with the pathetic and unacceptable level of service I have received regarding my account and service issues.

For weeks now, I have been making continuous follow-ups, repeating the same information to different consultants, yet no proper resolution has been provided. Instead of receiving assistance, I continue to receive the same scripted responses and empty assurances that the matter has been resolved when, in reality, nothing has changed.

What is even more disappointing is that not even a proper acknowledgement or notification has been received confirming that my query has been logged, received, or is actively being attended to. The complete lack of communication, updates, and ownership on this matter is highly unprofessional and unacceptable.

My WiFi service has been inactive since the beginning of the month. I was specifically advised that I needed to pay a non-disputable amount of R3,000.00 in order for all services to be restored. I made this payment as requested in good faith; however, the service remains inactive.

What is most frustrating is that I have called daily for assistance and, every single time, I am told the exact same thing — that the line has been unlocked and that I should wait 2–6 hours for activation. Despite these repeated assurances, the service is still not working. This demonstrates a complete lack of accountability, communication, and urgency from your support teams.

In addition to the above, I have also been struggling for over a year with a SIM swop issue that still has not been resolved. Despite multiple follow-ups and requests for assistance, the required data and proper feedback relating to the SIM swop have still not been provided. It is unacceptable that such a matter could remain unresolved for such an extended period without proper communication or intervention.

Furthermore, my billing dispute regarding unauthorised data bundle charges also remains unresolved. I have repeatedly explained that:

The line was supposed to have been blocked for additional purchases last year. I did not authorise recurring bundle purchases. I requested call recordings and proper investigation into the matter.

Despite this, I continue to receive incomplete responses that fail to address the core issues raised.

I work with clients myself, and I would never treat clients in this manner by continuously providing repetitive responses without resolution or proper escalation. If the consultant or department handling this matter is unable to resolve the issue, then I request that this matter immediately be escalated to someone with the authority, knowledge, and willingness to properly assist and bring this matter to final resolution.

The manner in which this matter has been handled is highly disappointing and has caused unnecessary stress, inconvenience, and loss of confidence in your service. Customers should not have to repeatedly chase for assistance while receiving contradictory information and no actual resolution.