Incompetence is an understatement

In March 2024 I requested for my line to be moved to my new property. Since i had to give 1 month notice and i was moving in May 2024, the consultant suggested I do both simultaneously. Before moving in I had paid for the new line to ensure that by the time I take full occupation my Wi-Fi will be up and running. upon me querying, I was referred to Vumatel who had scheduled installation but never pitched up. Vumatel technicians didn't bother contacting me to inform me of any issues they were experiencing however they did contact Webfrica, needless to say, Webfrica also didn't bother to inform me of the issue. For a little over a month I allowed this to carry on and eventually decided to cancel and requested a refund. My initial request was done early June and I was advised that it takes up to 15 working days. I contacted them again, via WhatsApp, since this is their only mode of communication with clients, and was told that it had been escalated. The 28th June I had to contact them again, just to be told that I was being added to payments for my refund to be done and that, again, it will take 15 working days and in the interim I had to look out for an email from PayFast to confirm banking details, to date, this has not happened.

Yesterday, 29 July, I get an email from their billing department saying that I have a credit and that they would off set this against my upcoming bill. Yes so their finance department clearly is clueless on what is happening or just couldn't understand the instructions from customer service. I WhatsApp them again and sent them a screenshot of the "credit note" as well as the instruction of them setting it off against a bill. Today, 30.07.2024, i get a bill for July. Under the description it says refund with no further instructions. So this obviously offsets each other but there is no mention about my refund.

I am beyond disappointed as i have previously dealt with them and did not experience any issues. I even gave them a top review. Staying with them was obviously based on previous experience and they have just given me a top reason as to why I will never use them again nor give them any referrals.

I am beyond frustrated and all they say is "sorry that you had to experience this", I mean really????