Billing Complaint – Incorrect Charges and Missing Discounts - Never ending issues

On 30 March, I ordered services and paid the R249 order processing fee the same day. I received the first router, which failed to set up and was confirmed faulty. On 15 April, I received a replacement router and returned the previous one, but the second router also failed to set up until I escalated the matter with a formal complaint and requested cancellation.

On 20 April, your retention consultant *Irshad M.* stated: "I can give you a discount for waiting and you can ask for downtime credits once it's working" (Ref ***9). On 21 April, after the service was fixed, your second retention consultant *Keenan L.* confirmed: "Thoko I'm really sorry to hear that but I can confirm that the discount was requested and will be added by our admin team within the next 24/48 hours" (Ref ***5).

Despite these assurances, today, 24 April, my bill reflects neither the promised 50% discount nor the agreed correction. Instead, it includes a hardware charge of R329 dated 15 April, listed as Hardware Delivery Fee Reference I***. This charge is unjustified, as the first router was faulty and replaced at your instruction. Furthermore, the retention team’s discount offer has not been honoured.

I am requesting immediate correction of my billing: - Removal of the R329 hardware charge (Hardware Delivery Fee Reference I***). - Application of the promised 50% discount to my bill.

Account Number: W***

This situation undermines the trust established during retention discussions. I expect prompt resolution and confirmation that my account has been corrected accordingly.

Sincerely, Thoko Kgobe