Formal Complaint: Contract Cancellation Request – No Response

Dear Wetility Customer Support Team,

I am writing to formally lodge a complaint regarding my unresolved contract cancellation request. I requested the cancellation of my contract over a week ago, and since then I have not received any feedback or confirmation. I was informed that my Regional Sales Manager (RSM) would contact me to resolve this matter, however no one has reached out to me to date. I was issued with a ticket number , but despite multiple follow‑ups, I have not received any response. When I attempt to call the call centre, the line goes to voicemail. I have left several messages, none of which have been returned. This lack of communication and support is extremely disappointing and frustrating. I have made reasonable efforts to resolve this matter through the proper channels, with no success. As a result, I deeply regret entering into this contract and feel let down by the service experience. I am requesting the following as a matter of urgency:

Immediate confirmation that my cancellation request is being processed Clear communication on the next steps and timelines Contact from a responsible representative to resolve this matter without further delay

Should this issue not be addressed promptly, I will have no choice but to escalate the matter further. I trust that Wetility will treat this complaint seriously and respond as soon as possible. Kind regards, Lindiwe Masuku