Balwin connect -Misleading information to customers

I am extremely disappointed with the service received from Balwin Connect.

I activated my account mid December, at the end of the month I noticed that they did not debit my account, so I contacted customer support to ask why my account had not been debited. I was informed by the consultant that the debit would only go through end of February. Based on that conversation, I was given the impression that the first few months may have been part of a promotion.

Despite this, I was never sent any statements or notifications of an outstanding balance. Even when I called again in February because my WiFi was not working, I was told that the issue appeared to be on my side because my plugs were off. At no point during that call was I informed that there were any unpaid amounts on my account.

Today (11 March), for the first time, I received statements reflecting outstanding balances, and my service was suddenly disconnected. When I called to query this, I was told that there had been a billing/processing error on Balwin Connect’s side.

This raises several serious concerns: Why was I told in January that the debit would only go through in February? Why was I given the impression that the first few months were promotional? Why were no statements or notifications sent earlier, and why am I only being notified of outstanding balances in March? If there was a billing error on your side, why is the customer now being penalised for a system failure?

The most frustrating part is that my internet connection was cut while I was on a work call, which caused a major inconvenience.

What baffles me the most is that they have my banking details but never debited for those months but only debited one months premium at the end of February.

This situation reflects poor communication, lack of transparency, and unacceptable customer service.

I fail to understand why the customer is being negatively affected by internal billing errors and why they **** about the premiums not being due and gave me an impression that it was promotional.