Terrible, Unprofessional, Pathetic Service

I did a change of address and fibre provider Vumatel was contracted by my ISP to do the install for the line. The full fee for the install was debited from account on the 05 November 2020.

I was scheduled for the install on the 10 November 2020 and contacted by Vumatel representative Ashmika. The installation team did arrive on the 10 November 2020 and installed the box. I was then requested to fill out the installation forms which I did, prior to signing off on the form, I queried is the installation complete? The installer informed me he has contacted another team and they will come and activate the connection, also reassuring me they are on their way. That was at 14h00 on 10 November 2020. I waited the remainder of the day and nobody arrived.

On the 11 November 2020 I tried to contact Vumatel via email - *** and *** for both addresses my emails were returned undeliverable mail. I then resorted to calling their call centre and was left to hang on until my airtime was exhausted.

I then contacted my ISP and queried as they had debited my account for the installation cost and was informed they will contact Vumatel to follow up.

I also tried the Vumatel chat on their website and as a customer requested the manager's contact details for my area. I was constantly informed that my details was passed on to the manager.

Scheduling at Vumatel sends me a email on the 12 November 2020 at 09H04 to confirm a 07H00 appointment.

On the 12 November 2020 I was contacted by Ashmika again and informed they could send somebody to sort out the box. I did inform Ashmika that I had taken 2 days leave from work in order to accommodate the installation and I am now back at work. She requested that if I cannot make it that I get somebody to be there on my behalf and it will only take a few minutes. I requested from her the managers details for Durban area and she informed me she will send it with the installer.

I arranged for my colleague to open up the premises, however the installer informed my colleague that he did not need to go into the premises and only work on the box outside. When my colleague requested the managers details as promised by Ashmika, my colleague was given Ashmika's name and number by the installer.

I then received another call from Ashmika and asked if she is the manager? She responded by saying she is only the person who handles scheduling. Ashmika then requested I need to go back to the premises in order to activate the line.

This is totally unacceptable, based on your scheduling Vumatel I took 2 days off from work in order to accommodate the installation. Now 3 days later and my installation is not complete but has been paid for in full.

Is there no management at Vumatel? Who is accountable? As consumers is this the level of service we are supposed to be content with?