Worst ever

Dear WebAfrica and Vuma Teams,

I am writing to formally raise a complaint regarding the extremely poor handling of my recent fibre installation — including delays, communication failures, contradictory information, and now an order cancellation error that is costing me time and money.

I placed my order last week and paid the R249 processing fee. On Friday, 11 July, a WebAfrica agent phoned to schedule installation and offered me four specific time slots: 8am, 10am, 12pm, or 2pm. I selected 8am so I could attend to work afterward.

At 7:57am, the technician, Prince, called to say he was double-booked and still in Three Rivers. He told me he would arrive at “half 9,” which I assumed meant 8:30am. I reluctantly agreed and waited. He eventually arrived at 11:55am — nearly four hours late, with no formal update or apology.

While trying to get assistance on your WhatsApp support line, I was met with slow, vague responses. The agent I eventually reached contradicted the original booking by telling me that installation is “an all-day appointment,” despite being given a specific time slot earlier. This inconsistency is completely unacceptable.

But the situation has only worsened. I was later told that my service cannot be activated because WebAfrica canceled the paid order instead of the duplicate. Now, instead of simply correcting your error, I’ve been told I must wait 3–5 working days for a refund, and then pay the processing fee again to continue with my fibre activation.

This is completely unacceptable and feels like insult on top of injury. Your system error is now my financial and logistical problem — after already losing an entire workday waiting for a technician.

To summarize:

I paid for the service.

The technician arrived four hours late.

I'm still not connected.

I’ve received contradictory information regarding the router and activation process.

The correct order was canceled by mistake.

I now have to wait for a refund before starting over.

I demand the following:

1. Immediate activation of my fibre line — without asking me to pay the processing fee again.

2. A full explanation of how this happened and what is being done to correct it.

3. Compensation or credit for the significant inconvenience and loss of time.

4. A formal apology and confirmation that this complaint is being escalated internally.

If this matter is not resolved to my satisfaction within 48 hours, I will be filing a complaint with ICASA, posting a detailed review on HelloPeter, and making the issue public via consumer and social platforms.