I would like to lodge a formal service complaint.
My fibre line has been erroneously disconnected by either Afrihost or Frogfoot. I have used all the support channels available. As yet, my service is still down (3 days and counting). Every time I eventually manage to make contact with someone from Afrihost, I have to rehash the same story just to hear the same response “it is escalated to Frogfoot”.
This level of service is unacceptable. Firstly, I constantly have to follow up with Afrihost, not once in the past three days has any representative from Afrihost or Frogfoot contacted me to give me feedback on the status of my query. Secondly, there seems to be no desire to solve my problem. I just get told we will escalate and I should contact Afrihost again. When I contact Afrihost again, I talk to a different person (email, Whatsapp, phone) that simply tells me the same thing. If I ask, what are the next steps and when can I expect this to be resolved I get the same answer “We will escalate”.
This is an administrative oversight due to internal processes that is further compounded by poor feedback and a lack of transparency. I have been a customer of Afrihost for less than three months and I am seriously reconsidering my decision.
Can someone please help.