Ongoing Billing Issues, Unreachable Accounts Department & Repeated Unfair Disconnections

I am extremely disappointed with FibreStream’s service and billing process. For the past two months, I have been experiencing continuous problems with debit orders and billing, coupled with an accounts/finance department that is almost impossible to get hold of. Timeline of events: In the first month, FibreStream failed to debit my account but still charged me a reconnection fee. In the second month, I contacted finance and was advised by a FibreStream acoounts representative that if the debit order did not go through, I should make an EFT instead. I followed this instruction and sent an EFT in November, with proof of payment submitted. Despite this, my service was disconnected and took about 7 days to be restored. The same issue occurred again in December. When I saw the debit order had not gone off, I sent another EFT as advised and submitted proof of payment. Yet again, in January, my line was disconnected. What makes this worse is that: It is nearly impossible to reach the accounts department. I have sent countless proof of payments, but these seem to be ignored. I am now being told I must pay admin and reconnection fees for the past two months, even though I followed FibreStream’s own instructions and paid on time. I find it completely unfair to be penalised for internal billing failures, especially when I acted in good faith and paid for a service I rely on for work and daily use. All I want is: Proper assistance from accounts My payments correctly allocated Unfair reconnection/admin fees reversed A stable service without constant disconnections At this point, I am paying for a service that I am repeatedly being denied access to. FibreStream seriously needs to improve their billing processes and customer support, particularly in finance.