I have been a Neotel client for a while now. My initial contract finished but I'm still on a month-to-month contract with them. I was contacted by a call centre agent who suggested we get an upgrade, however I was not interested in a telephone upgrade so asked about a router. He advised they have a package on 15gig for an excellent price. I then agreed to this and he had it couriered to me. I then attempted to get it started up on my laptop but was unable to get sufficient signal. I contacted the technical support agent, who tried his utmost to assist and was very patient with the whole process. Unfortunately the signal strength was just too weak and he then advised me to take the router back to a Neotel store (N1-city) and they will then have to cancel the agreement with no cost to me as it is not my fault the signal was so bad. I had then taken the device back to the store and was assured that I would not be billed a termination fee, this took place in Feb 2016. I received and in-contact message to my cell phone that a debit had gone off my account for Neotel for almost R2000. I called the call centre and spoke with an agent who advised this was done in error and the money would be returned to me within 21 working days, which excludes weekends and public holidays. Together we then calculated the money will be refund to me by 28 April. On the specified day I had no received any form of notification that the money had been refunded, I then again called the call centre, spoke to another agent and he advised that the query is being processed and the money will be refunded on that day still. He provided a reference number again and said should it not be received I should call the centre again and query. I then left the call until the morning(after 8am) of 3rd May, which was then 5 days after the specified day of refund, spoke to an agent who advised they had not processed the refund yet, however the "paperwork" was done. She then logged a call for it to be refunded, she confirmed my details and while providing me with the reference for the query, my call got cut and she didn't even bother to call back to provide the reference!! I then waited for a call but nothing, I decided to call back before 12pm that same afternoon and was transferred from pillar to post, being told that they are having system issues/ technical difficulty. in the space of 5 minutes I had spoken to 3 agents and then with fourth agent I refused for him to transfer me to speak to a team leader or supervisor. He advised that "the management and team leaders are in an undisclosed venue off / away from the office for a meeting"!!! REALLY!!!??? The management would leave a bunch of incompetent people without supervision??? I advised him that he had better sort out the mess a I am taking the matter further, also that I know how call centres work as I work in one myself and when meeting take place they never leave the premises. he then followed through trying to assist but also just said he would escalate the matter and that I would receive my refund by today(03/05/16) it is now 10pm and have not as yet heard from anyone there or received the refund. I have incurred obvious expenses for the numerous calls made to find out what was happening as well as bank charges which I have to foot the bill for. Reference numbers SREQ_[protected]:1 (11/02/16) - N1 City store SREQ253543611 (30/03/16) - Thabo FCR_[protected] (28/04/16 - Thabelo Nosipho - call got cut (8am 03/05/16) Sabena - after 11am transferred to Tebogo then transferred to Sabelo who provided 03/05/16 and his name as reference. I would appreciate that Neotel refunds the amount in full along with funds to cover the calls made to them and and bank charges that would be required from me for the transfers made both to and from my account. I would appreciate that this matter gets dealt with urgently!!