Africa's most tragic customer service

I will start this review by saying that their normal service is fine. This experience will be specific with regards to my experience with their customer service and inability to install my fibre after a 5 week lead time.

The scenario is that I lived in PTA, and was moving to CPT, and wanted to move my fibre service. The estate itself is massive, and the registered address on google falls outside of the fibre coverage map. However, after speaking to other people in the estate, they informed me that the address to be used is on the other side of the estate, which does fall within the coverage map. I was also informed of my SIP serial.

On 21/10/2021 I spoke to Janine to cancel my service, who redirected me to Junaid to see if they could move the service, but couldn't because [MyAddress] lies outside Vumatel's fibre coverage map, who then redirected me to Fazlin for cancellation who then redirected me to Moegamat to try and convince me to stay - even though I just spent all this time with 3 other people to try and sort out the move. He managed to "log a ticket at vuma", and gave me a reference: [redacted].

The intent here is that my internet is sorted by the time I arrive at my new destination on 1 November 2021.

Unfortunately, this didn't happen, and I had to follow up. Rabia was the person who assisted me, who let me know that the address had a conflict, 145 instead of 134 was used in the application, and it was now necessary to provide proof of residence in order to fix the problem. She assured me that this was escalated and closed the chat, ref:[redacted].

Fast forward to Wednesday 10 Nov 2021, and I hate to call Courtney again, who informed me that this process has still not been submitted to Vuma. Ref:[redacted].

I work online for a living and require the fibre in order to attend meetings online. I need the internet to be online as soon as possible and tried to give 5 weeks lead time. We are now super over the time it was supposed to be installed and I still don't see anything being done about it.

Since this, I have tried to cancel my account where November should fall as my notice month (since I didn't have service), but the billing department simply tells me that there's nothing they can do about it. "Leadership" have to contact me, and they will take "24-48 hours". I still have not spoken to anyone about this