oor Service, Billing Confusion and No Response – Accelerit Fibre

Subject: Poor Service, Billing Confusion and No Response – Accelerit Fibre

I requested the cancellation of my fibre account on 4 February 2026, yet I am still being expected to pay for March, even though nobody is living at the property anymore.

For the past year and a half, Accelerit has been splitting my bill between two addresses without any problem. Suddenly this month they have decided they can no longer split the account, which has now created unnecessary billing issues.

Trying to resolve the matter, I even suggested a solution to migrate the service to a new address, but I am now being told I must pay for both the old address and the new address, which is unreasonable.

Communication has been extremely poor. I requested numerous call-backs because their support line rarely answers calls, and I have only received two calls in total. I also escalated the issue to management via their escalation email, but I have still received no response.

Another major concern is that whenever I ask direct questions, the support team simply refers back to their terms and conditions instead of addressing the actual issue. This does not resolve the problem and feels like they are avoiding accountability.

Over the past weeks I have communicated with several agents including Hlengiwe Mbokazi, Mpho Modise, Nqobile Zimba, and Nkosikhona, but unfortunately the issue remains unresolved despite repeated explanations and requests for assistance.

This is extremely disappointing as I have been a loyal customer since the early days of their service.

All I am asking for is:

Correct billing

Proper handling of the cancellation/migration

Clear communication from management

Instead, I am left with confusion, no answers, and being expected to pay for services at a property where nobody is living.

I hope this complaint finally gets the attention required to resolve this matter.