Appalling Service_Demand for Cancellation!!!!

Customer Number : AWR68 I have been a loyal client of Webafrica for years on the LTE service and decided to move over to Fibre in November of this year. Subsequently, LTE was to be cancelled on the last day of November and I was to move over to Fibre. On the first of December would have been my first day of service as a Fibre client of Webafrica After setting up on Fibre Modem on the 30th of November I noted that I had no Internet connectivity and so contacted the Whatsapp Hot Line. Thus has started my wifi nightmare and this continues to date. Sequence of Events - Masthimbe was the consultant I spoke with on Monday the 30th of November. He then stated that there was an issue with the Fibre Box and that he would log a service call with Metro Fibre. This however was not done, as he used the incorrect email address (I later found out) and this was never logged - On Tuesday the 01st of December I contacted Webafrica all day on the Whatsapp line and received no assistance. - Wednesday the 02nd of December, I called the offices in CT. The first call was 50min and I logged a new reference with consultant Lozola, who said that he was going to get a manager to call me and then gave me a reference number. At this point, he was unable to give me any details regarding my fault registration and progress - I then made a second call later that day. Spoke with a new agent. She then stated that Masithembe on Monday, had actually used the incorrect email address, therefore the fault was never logged. She then logged the fault and said this would be resolved in 48 hours. - On the 3rd of December, I tried your whatsapp line again. This time I spoke with Sithembe. The most I got out of him, is that this has been logged (I already know this) and that someone would get back to me. - Today the 04th of December 2020, I am on the phone with Webafrica for well over an hour. I speak with Ed in your technical team, who tries to resolve the issues. He states there has been an issue at Webafrica with my service ID number. The Service ID number on the front office and back office do not match and the account this to be the issue with service. He promises to call me back once resolved. It is present 19.32 on Friday the 04th of December 2020 and there is no internet, there is no assistance and there is no idea, as to when this will be resolved.

I work from home and require connectivity. I have made attempt after attempt resolve this with your establishment and I have gotten absolutely nowhere.

I am astounded at the lack of ability to assist and the lack of willingness. There are no follow-ups and no plan as to how and when this will be resolved. I have left rather horrifying messages on your FB and Instagram pages, still no feedback. And working through comment trails I am definitely not the only one suffering this torture, as 300 comments were customers just like me horrified by your lack of service.

Let me add, that I work from home and highly dependent on this service. Let me also remind you that you success is on the back of your clients. Your service is to provide us with the ability to work, so we in turn can pay you for a service. Simple business you would think. But Let me break it down : - If you do not provide me with a service, I am unable to work. - If I am unable to work, I cannot pay you. You would think this would be simple enough to understand. Though clearly not!!!!

Please note I want this contract cancelled. This is within the 7 day cooling off period and I WILL NOT be paying any penalties, as I have not received a service on this contract and therefore the request for immediate cancellation.

I expect a written acknowledgement and acceptance of the above.

A truly furious, frustrated, disappointed and disgusted client, Milesha Chetty