Order Cancelled Due to No Coverage — Refund Still Outstanding

I am extremely disappointed and frustrated with the service I received.

I placed an order for a fibre/router service on 2 December and my account was debited on the same day. Before paying, no one informed me that there was no coverage in my area. On 3 December, I called to follow up and was told my order would be delivered within 7 days, meaning by 9 December. I trusted this and waited.

Between 8 and 11 December, I followed up multiple times via calls, emails, and online chat. I was constantly reassured that my order was being processed. One of the chat agents was rude, and at no point was I told there was a coverage issue.

On 11 December, after the 7 days had passed, I was told the matter would be escalated and that a manager would call me back within 24 hours. No one called.

On 12 December, after being on chat from 08:00 until 12:00, I was finally told — for the first time — that there is no fibre coverage in my area. This was extremely frustrating because:

The salesperson on 2 December did not see this The agent on 3 December did not see this The agents I spoke to on 8, 9, and 11 December did not see this Only after 10 days and endless follow-ups was this information communicated to me. Later on 12 December, I received an SMS stating that my order had been cancelled.

I then lodged a formal complaint. On 17 December, I received a response from the complaints department asking for my banking details for a refund. There was no apology, no acknowledgement of the inconvenience, and no accountability.

Today is 22 December, and I have still not received my refund. I have followed up again via email, but there has been no response, no support, and no urgency shown.

This entire experience has been exhausting. I had to chase a company I already paid, sit on chats for hours, make multiple calls, and send emails just to be told in the end that the service cannot be provided — and now I am still waiting for my money.

All I want at this point is my refund. This level of service is unacceptable, unprofessional, and deeply frustrating. I would not recommend this company based on my experience.