On 29 Nov 2013, in anticipation of Telkom's new ADSL pricing, I contacted Cybersmart, asking whether I would be moved to the new 4mbps pricing - since my line cannot achieve speeds higher than 4mbps. 3 days go by, no reply, so I escalated the query. 5 days go by before Andre replies saying that I can achieve higher speeds and that he will try to sync it for me. A month goes by and nothing. Eventually, on 2 Jan, I called the support line, where I spoke to Sidney. I explained the story to him and he assured me that I will be moved to 4mbps pricing and will receive 20GB of data for the same price I am currently paying for 10GB of data. Since then I have been checking my projected invoice for the Feb - no change but I decided to give it more time. On 20 Jan, I emailed them again to say that the pricing has still not changed and that they need to fix it immediately. No reply. On 24 Jan, I emailed them again, including their accounts, support and info depts. Still no reply. On 2 Feb, I received my invoice still with the old pricing. So I called again, only to be told again that it will be escalated to the accounts dept. Will I be reimbursed for the 3 months they overcharged? Probably not
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