Sowetan Consumer contacted the company about the matter at 9am on Thursday and by 6pm Thathane informed us that he had received his money. 

Suvesh Arumugam, head of communications for the company, acknowledged administrative delays from their side. 

“We sincerely apologise for any inconvenience this has caused. Some time elapsed as both Vumatel and the ISP [internet service provider] engaged with the customer to understand his reasons for cancelling and to ensure that he still wished to proceed with the cancellation, given that he had progressed this far into the installation process.

“Once the customer confirmed his intention to cancel, there was an unforeseen delay in processing the refund. However, we can confirm that the customer has been fully refunded by the ISP. We appreciate Thathane’s patience and are pleased that this matter has been fully resolved. This is not standard business practice for either Vumatel or [the] ISP. Both companies are fully compliant with the applicable consumer regulations,” said Malinga.

Thathane confirmed to Sowetan Consumer that the money was deposited at about 4pm on Thursday. 

“My heartfelt thanks for your efforts in resolving the matter,” he said. 

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