Atrocious Afrihost Customer Service

[chappiesgum]

My final interaction within a long wait for a premises creation has led to my cancellation of the fibre order I placed a month ago. I initially placed the order on 4 April 2024, to which I received an email stating of a delay, and on 9 April I was informed that a premises creation for my address needed to be processed. A week later I contacted the call center, where no valid feedback was given, and the matter was supposedly escalated and the agent stated they would call me back the next day. No response. I contacted the call center again, spoke to two other agents with the same response, no feedback, and a potential escalation once I provided proof of address, and the matter would be sorted the next day once I would be contacted by the agent. This never happened after sending my documents via email. My frustrations grew further with the last agent on 3 May 2024, when at first she refused multiple times to do a cancellation after I notified her of my dissatisfaction with the service provided, and stated only I can do the cancellation on my end. As soon as I stated I'm unable to do so as my PC is being repaired, she quickly did the cancellation. When I asked her as to why she initially refused and lied, she denied doing this. I then asked her to send confirmation of the cancellation via email, she said she wasn't allowed to do so, refused again multiple times until I mentioned should anything happen in the near future where no cancellation took place and the possibility of upcoming payments, that I'd have no proof. She immediately sent the email confirming cancellation. Again, I asked her why she lied, but refused to answer. Ultimately this on top of he already poor communication established for an order that extended beyond the expected time led me to never use Afrihost services, nor recommend them to others.

 

[DapperDanMan]

Again, I asked her why she lied

Water is wet.

Women have secrets.

 

[Afrigirl]

My final interaction within a long wait for a premises creation has led to my cancellation of the fibre order I placed a month ago. I initially placed the order on 4 April 2024, to which I received an email stating of a delay, and on 9 April I was informed that a premises creation for my address needed to be processed. A week later I contacted the call center, where no valid feedback was given, and the matter was supposedly escalated and the agent stated they would call me back the next day. No response. I contacted the call center again, spoke to two other agents with the same response, no feedback, and a potential escalation once I provided proof of address, and the matter would be sorted the next day once I would be contacted by the agent. This never happened after sending my documents via email. My frustrations grew further with the last agent on 3 May 2024, when at first she refused multiple times to do a cancellation after I notified her of my dissatisfaction with the service provided, and stated only I can do the cancellation on my end. As soon as I stated I'm unable to do so as my PC is being repaired, she quickly did the cancellation. When I asked her as to why she initially refused and lied, she denied doing this. I then asked her to send confirmation of the cancellation via email, she said she wasn't allowed to do so, refused again multiple times until I mentioned should anything happen in the near future where no cancellation took place and the possibility of upcoming payments, that I'd have no proof. She immediately sent the email confirming cancellation. Again, I asked her why she lied, but refused to answer. Ultimately this on top of he already poor communication established for an order that extended beyond the expected time led me to never use Afrihost services, nor recommend them to others.

Hi.

I am sorry you experienced a delay with your Vuma Order, which has led to your cancellation.
Was the premise being created for a second line, or did Vuma need to add the address for order placement?

With the app (client zone) available, we always advise clients to manage their orders or packages from there; that may have been the reason behind the agent refusing to log the cancellation for you. I understand that there has been poor communication from our end, and I apologise for the inconvenience experienced during this period. I believe we could have handled it better.