Vodacom - Installation of Fibre within a complex following a move

To whom it may concern

I have contacted Vodacom on several occasions to obtain information on when their installers will come to install the fibre at my apartment.

I was moving apartments within the same complex and was informed that it was a simple task to have the router, etc moved to the new apartment. At the start of July 2019 when I was moving and expecting the installation team to come through for the installation, I was then informed that I needed to complete relocation forms. The consultant we were dealing with did not even know of the process when he indicated that the move would be straight forward.

Immediately, I requested and completed the relocation forms (in the first week of July 2019). Vodacom had never contacted me back to inform me of when they would be coming through to do any installation.

I have called the Vodacom service centre several times to find out when the installers would come through and they keep saying that they will email the installers and get back to me. I am yet to receive information on when the installers will come through to install the fibre.

Vodacom has also not failed to continue to debit my account. Payments for July, August and September have went through for no service being provided. It's almost 2.5 months since my initial query on moving the fibre since I was moving.

I would appreciate if the installation of the Vodacom fibre can be addressed with urgency and also refund for a service that I have not received.

Thanks