Loyal customers get ignored while new clients get better deals

I recently had a very disappointing interaction with RSAWEB, specifically with a consultant named Justin Boer.

As a long-standing customer currently on a 150/150 Mbps package, I reached out to enquire whether existing clients would also benefit from the newly advertised 300 Mbps packages at similar pricing.

The response I received was simply that the promotion only applies to new sign-ups. No effort was made to offer alternatives, show appreciation for loyalty, or even explain options available to existing customers.

When I expressed my frustration around loyal customers essentially being overlooked while new customers get better value for the same price, the response I got was even more disappointing — I was told I could speak to the cancellation team.

This kind of response clearly shows a lack of customer care and retention strategy. Instead of trying to resolve the concern or retain a paying customer, the suggestion was effectively “cancel if you’re not happy.”

Customer service is not just about answering questions — it’s about how you engage with customers, especially when they raise valid concerns. This experience left me feeling undervalued as a loyal client.

I hope RSAWEB reconsiders how they treat their existing customer base, because this approach will only push long-term customers away.

alonzo Good day 02:02 PM Justin Boer Hi Alonzo Adams 02:02 PM Hope you good 02:02 PM alonzo i have a question regarding my current package with RSAweb 02:02 PM Justin Boer sure whats up 02:02 PM alonzo i have been on the 150/150mbps line and was wondering if I will now also automatically be upgraded to a 300mbps line as with the advertised packages? 02:04 PM attachment image.png 76 KB 02:04 PM Justin Boer that is only for the new sign up bud 02:04 PM its a promotion we running to All new sign up customers 02:04 PM alonzo so what you are basically saying is to damn with your old loyal customers who has been here you are only offering better MBPS packages to only the new clients for the same price as what the current clients are paying for lower MBPS packages 02:07 PM no answer then 02:12 PM Justin Boer im sorry about the inconveniences caused if there are issues you may speak with our cancellation team aswell 02:19 PM alonzo You have the ****piest customer service attitude for basically saying if I don't like the way you do business, I should cancel my service and be done with it. 02:24 PM New messages Justin Boer im sorry you feeling this way 02:25 PM