Pathetic Service Refund Demand

I am extremely dissatisfied with the service I have received from Vumatel and feel compelled to share my experience.

Since February 2025, Vumatel has been debiting my account for two fibre units. However, only one unit was ever installed at my address. The second unit was never installed, despite me taking time off work on the scheduled installation date to ensure access to my property. No technician arrived, yet I later received a notification stating that the installation had been completed.

Upon receiving this notification, I immediately queried the matter by replying to the email I received. Unfortunately, I never received a response. Over the following months, I made numerous attempts to contact Vumatel to resolve the issue, but I was unable to get assistance while they continued debiting me for both units every month.

When I eventually managed to speak with someone, I was met with arrogance and a dismissive attitude. I was repeatedly told that the service was active, yet nobody could answer a very simple question: Where was the second unit installed if it was not at my address?

I requested callbacks on multiple occasions but never received one. During one interaction via Vumatel's chat service, the agent again insisted that the service was active. When I requested to speak with a manager, I was transferred to a team leader who refused to contact me despite my repeated requests. As someone who works in an office environment, I cannot always take calls at short notice, yet I made every effort to make time to resolve this matter.

I was eventually informed that Vumatel could not assist me and that I needed to contact the service provider, FlyCool. Once I reached FlyCool, they escalated the matter promptly and professionally. In particular, Troy from FlyCool has been exceptional in assisting me.

Following their investigation, FlyCool confirmed that the second unit had indeed been installed within the same area but not at my address. This clearly indicates that the installation error was not caused by me.

I subsequently requested reimbur*****t for the many months during which I was charged for a service I never received. To add insult to injury, Vumatel then proceeded to debit me again for both units for the latest billing cycle, despite the issue being under investigation.

I fail to understand how a company can continue charging a customer for a service that was never installed at their property and then refuse to take responsibility when the error is identified. Vumatel has proposed refunding only one month's charges, despite debiting me for more than a year for a service that was never delivered.

I find this completely unacceptable. Customers should not be expected to pay for services they never received, particularly when the installation error was caused by the service provider.

I am requesting a full investigation into this matter and reimbur*****t of all charges relating to the second unit from the date the billing commenced. Should this not be resolved satisfactorily, I will have no choice but to escalate the matter further through the appropriate consumer protection channels.

I sincerely hope Vumatel will take accountability and resolve this matter fairly.