Formal Complaint - Unclear WiFi Payments and Package Charges

Hi Hello Peter, I would like to lodge a formal complaint regarding my account and the way my query is currently being handled.

When I signed up, I specifically signed up for the R275 package. I was then told that the payment I initially made was for activation and not installation, and that the funds would be moved to the correct department.

I was subsequently scheduled for installation and was instructed to pay R429, which I paid. The WiFi was then installed.

Yesterday, I also made a payment of R253, but I am still unclear about how all my previous payments have been allocated and what I am actually being charged for.

I am currently speaking to an agent, Pule, but I do not feel that my query is being properly addressed. I have explained the situation, but the response I am receiving is simply that the package starts from R429, along with a screenshot. This does not answer my questions regarding the payments I have already made.

I am not disputing what the package currently costs. My concern is understanding where my original R275 payment went, why I was originally signed up for/quoted the R275 package, why I was later asked to pay R429 for installation, and how the R253 payment I made yesterday has been allocated to my account.

Please can someone from the relevant department investigate my account and provide me with a full breakdown of all payments made, what each payment was allocated towards, the package I am currently on, and what my correct monthly payment should be going forward.

I have already made the payments requested from me, and I simply want a clear explanation of where the money has gone and why the amounts keep changing.

I would appreciate this being properly investigated and resolved rather than receiving a general response stating that packages start from R429.