Asked by the Customer on 20-03-2025 10:22:59
Question posted in the Consumer Protection Law category relating to Gauteng
Hi, my ISP has been doing some really suspicious things. First, after transferring a contract to my name for which the cost was never supposed to go up, they increased the debit order. Not by much, but they did increase it after the initial contract was made on a promotion that promised the same fee until the end of contract. Then my mobile number was subscribed to a service that deducted from my airtime balance several times a month, but which I never subscribed to at all. At first I was told that the airtime deductions were for data roaming, which it is not, then to contact the ISP on the support email, which no longer works, and finally when I asked for an itemized bill of all my subscriptions on the WhatsApp channel, only then did they give me the option to cancel the subscription that I never made. Now they are definitely throttling my internet speed, as I have a 5G contract but am only getting low signal 4G, and it's so slow that nothing works. They claim there are no locks on my connectivity, but I suspect that isn't true. What can I do to fix these issues and not be retaliated against? I don't want to cancel my contract, as it's a good contract, and up until recently I've been very happy with the service I have received from this ISP.
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