My partner needed a faster downstream for a while so we upgraded to 4MB line & package. We were informed a downgrade would be easy & immediate.
I informed Web Africa on 10th Dec that I wanted to downgrade my line & package, & Ayesha Doda replied 'Yes that is correct all downgrades that are done before the 20th of each month will take effective on the 1st of the new month'.
I then sent her a further email on the 10th confirming that I wanted the line & package dropped to 2MB.
When on the first of January my line had not been downgraded I asked via email why this was not the case. I also checked my billing and I was being billed for a 4MB line for the month of January.
Kevin Nel then contacted me: 'We unable to do a normal downgrade immediately as our systems doesn't allow immediate downgrades.'
Today Ayesha responded saying she though I was only enquiring about the downgrade.
My email to her on 10 Dec was crystal clear: 'Yes, I want the line and the package downgraded to 2MB, please confirm this will be done by the 1st of January.'
Over 10 emails and counting, and this on my holiday.
The entire process has been frankly rubbish.
It should have taken one email.
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