Delivery incompetence by DSL Telecoms

I am extremely disappointed with the level of service I have received from DSL Telecom regarding my SIM card order. I placed an order for the delivery of a SIM card 10 days ago, and I was advised that delivery would take 3–4 business days. Despite providing full and accurate delivery details, including specific instructions about the correct university gate and entry point, the delivery has still not taken place. Last week, I was informed that there was “insufficient address information,” which is completely false. This issue was escalated to the support division, who assured me that they were looking into it. Since then, I’ve been passed from one consultant to another, with no actual progress. On Monday, I received a call confirming that my order would be prioritized and delivered that day — it wasn’t. Then, on Tuesday morning at 11:00, another call confirmed that the delivery was “out for priority delivery” and would arrive between 12:00 and 17:00. At around 3 p.m., I was informed yet again that the delivery would be delayed until tomorrow. This has now been 10 days of empty promises, miscommunication, and zero accountability. The level of incompetence displayed by both DSL Telecom and their delivery partner is unacceptable. To make matters worse, we are already four days into the new billing month, and I have been informed that I must pay the full monthly fee — despite never having received the SIM card or the services I’m being billed for. I will not be paying the full amount for services that have not been delivered. I expect immediate resolution and confirmation of when my SIM card will actually be delivered, as well as an adjustment or credit on my account for the delay. I would also like a formal apology for the inconvenience caused and the lack of professionalism throughout this process. DSL Telecom needs to take responsibility for their delivery partner’s failures and improve their customer communication and follow-up procedures.

The lady who processed the order is Tessa (she offered to even help with the order via whatsapp) who has since been ignoring my texts because she has probably received her commission. The consultant I have been dealing with via email is Ray-Jean.