Non-Existent Service, Wasted My Entire Day

I placed an order for fibre with Mweb on 15 April. The very same day I was contacted by Fibre Optic Solutions on behalf of Vumatel to schedule installation. They contacted me several more times after that to confirm details etc. and all seemed to be on track until Saturday the 24th of April when the contract between Fibre Optic Solutions and Vumatel apparently ended.

Since then I have been trying to get hold of Vumatel to confirm whether or not they would still be coming to install on 30 April as arranged with Fibre Optic solutions. When I phone the number listed for them I get an automated response telling me I need to contact my ISP as they essentially don’t have a call center. I fail to understand how a company like Vumatel can function without a call center, but nevertheless, I contacted my ISP who said that according to the Vumatel system my appointment for the 30th was not showing as confirmed and that they would open a ticket and escalate the issue so as to prompt someone at Vumatel to contact me to confirm the installation. I phoned Mweb twice, and both times got the same response. I phoned on Monday 26 April and again on Thursday 29 April, and still Vumatel did not contact me.

As today was supposed to be the date of installation, I took the entire day off work to wait at the house (I haven’t moved in yet) in case Vumatel decided to show. Needless to say my time, energy and leave was wasted as they never pitched and still have not made contact with me.

This is the worst display of customer service (or rather, lack thereof) that I have ever seen. The fact that I cannot even phone them to obtain any information pertaining to my order, much less lay a complaint, is beyond infuriating and if Vumatel had not laid the infrastructure in my complex I would 100% be looking for another provider because this is beyond unacceptable. I am moving in tomorrow and need my internet to be up and running ASAP as I work from home. This is more than just an inconvenience, this is my livelihood and I cannot believe Vumatel has such blatant disregard for their customers.