Bad service from Webafrica

Item: Webafrica
Rating: 1
Author: Wanita S

On 1 December 2022 I wanted to cancel my service with webafrica as I found a better deal. Since everything with webafrica is done via whatsapp, I spoke to an agent by the name of Winchesro. He then offered me a similar deal which I accepted and confirmed. Well fast forward to January 2023 and the old debit order goes off because webafrica has not updated my request. Worst service since there is no email address or telephone number to lodge a complaint just whatsapp 🤔

[01/04, 14:09] Wanita: *Jane L.*: HI [01/04, 14:09] Wanita: I want to cancel my service please [01/04, 14:09] Wanita: *Jane L.*: We are sorry to hear that you want to cancel your service. Please note a calendar month's notice is required for any cancellation and should you not have been with us for more than 12 months, clawback fees will be app**** to your account. Please note you will also need to return the free-to-use router to us, should you have one. [01/04, 14:09] Wanita: Please go ahead and cancel [01/04, 14:09] Wanita: I can get a better deal else where and better service. As mentioned earlier this is the 2nd time that I have had issues with my debit order going off. Also I have requested that I would like my debit order to go off on the 25/26 of the month and webafrica cannot do this. [01/04, 14:09] Wanita: *Jane L.*: Why do you want to cancel the services with us? [01/04, 14:09] Wanita: You are being *transferred* to an agent, please wait while I connect you... [01/04, 14:09] Wanita: *Jane L.*: Will transfer you to internal customer server they will assist with your cancellation [01/04, 14:09] Wanita: ok [01/04, 14:09] Wanita: I'm sorry its taking longer than usual to connect you to an agent. I'll keep trying... [01/04, 14:09] Wanita: Hi, Willie-the-bot here, I'm still trying to put you through to one of our Live Chat agents, they'll message you as soon as they're available. If however you'd prefer to cancel the Live Chat request, simply type *ENDCHAT*. [01/04, 14:09] Wanita: I'm sorry its taking longer than usual to connect you to an agent. I'll keep trying... [01/04, 14:09] Wanita: Hi, Willie-the-bot here, I'm still trying to put you through to one of our Live Chat agents, they'll message you as soon as they're available. If however you'd prefer to cancel the Live Chat request, simply type *ENDCHAT*. [01/04, 14:09] Wanita: I'm sorry its taking longer than usual to connect you to an agent. I'll keep trying... [01/04, 14:09] Wanita: I'm sorry its taking longer than usual to connect you to an agent. I'll keep trying... [01/04, 14:09] Wanita: Waiting [01/04, 14:09] Wanita: Hi, Willie-the-bot here, I'm still trying to put you through to one of our Live Chat agents, they'll message you as soon as they're available. If however you'd prefer to cancel the Live Chat request, simply type *ENDCHAT*. [01/04, 14:09] Wanita: *Winchesro*: Hi there, my name is Winchesro, how can I assist you today? [01/04, 14:09] Wanita: I'm sorry its taking longer than usual to connect you to an agent. I'll keep trying... [01/04, 14:09] Wanita: I am trying to cancel my service [01/04, 14:09] Wanita: *Winchesro J.*: Hi, Thank you so much for reaching out to us. I can certainly assist you with your cancellation request. So that I may assist you can you please confirm your name and mobile number for me? [01/04, 14:09] Wanita: Wanita Sansom *** [01/04, 14:09] Wanita: *Winchesro J.*: Im so sorry for this Wanita, i can escalate this to management for you and get someone to give you a direct call and assist you with your billing issue. [01/04, 14:09] Wanita: *Winchesro J.*: Thank you, Wanita, We are so sorry that you are leaving us. If you don't mind me asking what's the reason for the cancellation request today? [01/04, 14:09] Wanita: *Winchesro J.*: With regards to the cheaper plan i can have a look to see if we can price match this for you? whats the offer and who is the ISP? [01/04, 14:09] Wanita: I can get a better deal else where and better service. As mentioned earlier this is the 2nd time that I have had issues with my debit order going off. Also I have requested that I would like my debit order to go off on the 25/26 of the month and webafrica cannot do this. [01/04, 14:09] Wanita: I would rather cancel since this is the 2nd time and I have wasted so much money on call [01/04, 14:09] Wanita: I can get 50/50 for R695 from RSA web [01/04, 14:09] Wanita: *Winchesro J.*: i can offer yo the same plan for R639.00 [01/04, 14:09] Wanita: And billing issues? [01/04, 14:09] Wanita: Yes please [01/04, 14:09] Wanita: *Winchesro J.*: The billing i can get our billing guys to call you right away to get that sorted for you. [01/04, 14:09] Wanita: Please as i am leaving in the next 5 minutes and will then only be available on the after after 17h00 [01/04, 14:09] Wanita: And the billing issues that I am having [01/04, 14:09] Wanita: *Winchesro J.*: this offer will stay forever as its a plan that we have. [01/04, 14:09] Wanita: How long will this offer stay in place before being increased. [01/04, 14:09] Wanita: *Winchesro J.*: I can get them to call you after 5pm if you like? [01/04, 14:09] Wanita: *Winchesro J.*: I can escalate this for you rigtht away and get them to call you directly and get it sorted for you. [01/04, 14:09] Wanita: I am home [01/04, 14:09] Wanita: *Winchesro J.*: No worries she will call you shortly. [01/04, 14:09] Wanita: *Winchesro J.*: You plan change request has been completed for you. Is there anything else I can try and assist you with today Wanita? [01/04, 14:09] Wanita: They can call [01/04, 14:09] Wanita: *Winchesro J.*: no worries will let them know. [01/04, 14:09] Wanita: *Winchesro J.*: you most welcome. [01/04, 14:09] Wanita: Thank you [01/04, 14:09] Wanita: *Winchesro J.*: NO worries, Please hold while i get this done for you. [01/04, 14:09] Wanita: Hi Can I go ahead with the 50/50 @ R639 [01/04, 14:09] Wanita: *Winchesro J.*: If you do have the time I would appreciate it if you could leave a quick review based on the service you have received from me, Winchesro Johnson as this does count towards my incentive. Please add my name to the review. I would highly appreciate it. Here is the link below: https://www.trustpilot.com/evaluate/www.webafrica.co.za [01/04, 14:09] Wanita: Looks like you're done, your live chat session (***) has been closed and you're back with Willie again, Press *1* to reopen chat, Press *2* to rate your experience with *Winchesro* or press *0* to return to the main menu. [01/04, 14:09] Wanita: *Phumzile*: Hi there, my name is Phumzile, how can I assist you today? [01/04, 14:09] Wanita: Everything seems to be sorted. Thank you ever so much for your assistance. [01/04, 14:09] Wanita: *Winchesro J.*: Thank you so much for your time and patients today. Please type in END CHAT to close our conversation. [01/04, 14:09] Wanita: *Phumzile B.*: no problem. [01/04, 14:09] Wanita: Hi Phumzile I see R699 went off my account when it should have been R639 [01/04, 14:09] Wanita: Thank you [01/04, 14:09] Wanita: *Phumzile B.*: let me check. [01/04, 14:09] Wanita: *Jane L.*: HI [01/04, 14:09] Wanita: I want to cancel my service please [01/04, 14:09] Wanita: *Jane L.*: We are sorry to hear that you want to cancel your service. Please note a calendar month's notice is required for any cancellation and should you not have been with us for more than 12 months, clawback fees will be app**** to your account. Please note you will also need to return the free-to-use router to us, should you have one. [01/04, 14:09] Wanita: Please go ahead and cancel [01/04, 14:09] Wanita: I can get a better deal else where and better service. As mentioned earlier this is the 2nd time that I have had issues with my debit order going off. Also I have requested that I would like my debit order to go off on the 25/26 of the month and webafrica cannot do this. [01/04, 14:09] Wanita: *Jane L.*: Why do you want to cancel the services with us? [01/04, 14:09] Wanita: You are being *transferred* to an agent, please wait while I connect you... [01/04, 14:09] Wanita: *Jane L.*: Will transfer you to internal customer server they will assist with your cancellation [01/04, 14:09] Wanita: ok [01/04, 14:09] Wanita: I'm sorry its taking longer than usual to connect you to an agent. I'll keep trying... [01/04, 14:09] Wanita: Hi, Willie-the-bot here, I'm still trying to put you through to one of our Live Chat agents, they'll message you as soon as they're available. If however you'd prefer to cancel the Live Chat request, simply type *ENDCHAT*. [01/04, 14:09] Wanita: I'm sorry its taking longer than usual to connect you to an agent. I'll keep trying... [01/04, 14:09] Wanita: Hi, Willie-the-bot here, I'm still trying to put you through to one of our Live Chat agents, they'll message you as soon as they're available. If however you'd prefer to cancel the Live Chat request, simply type *ENDCHAT*. [01/04, 14:09] Wanita: I'm sorry its taking longer than usual to connect you to an agent. I'll keep trying... [01/04, 14:09] Wanita: I'm sorry its taking longer than usual to connect you to an agent. I'll keep trying... [01/04, 14:09] Wanita: Waiting [01/04, 14:09] Wanita: Hi, Willie-the-bot here, I'm still trying to put you through to one of our Live Chat agents, they'll message you as soon as they're available. If however you'd prefer to cancel the Live Chat request, simply type *ENDCHAT*. [01/04, 14:09] Wanita: *Winchesro*: Hi there, my name is Winchesro, how can I assist you today? [01/04, 14:09] Wanita: I'm sorry its taking longer than usual to connect you to an agent. I'll keep trying... [01/04, 14:09] Wanita: I am trying to cancel my service [01/04, 14:09] Wanita: *Winchesro J.*: Hi, Thank you so much for reaching out to us. I can certainly assist you with your cancellation request. So that I may assist you can you please confirm your name and mobile number for me? [01/04, 14:09] Wanita: Wanita Sansom *** [01/04, 14:09] Wanita: *Winchesro J.*: Im so sorry for this Wanita, i can escalate this to management for you and get someone to give you a direct call and assist you with your billing issue. [01/04, 14:09] Wanita: *Winchesro J.*: Thank you, Wanita, We are so sorry that you are leaving us. If you don't mind me asking what's the reason for the cancellation request today? [01/04, 14:09] Wanita: *Winchesro J.*: With regards to the cheaper plan i can have a look to see if we can price match this for you? whats the offer and who is the ISP? [01/04, 14:09] Wanita: I can get a better deal else where and better service. As mentioned earlier this is the 2nd time that I have had issues with my debit order going off. Also I have requested that I would like my debit order to go off on the 25/26 of the month and webafrica cannot do this. [01/04, 14:09] Wanita: I would rather cancel since this is the 2nd time and I have wasted so much money on call [01/04, 14:09] Wanita: I can get 50/50 for R695 from RSA web [01/04, 14:09] Wanita: *Winchesro J.*: i can offer yo the same plan for R639.00 [01/04, 14:09] Wanita: And billing issues? [01/04, 14:09] Wanita: Yes please [01/04, 14:09] Wanita: *Winchesro J.*: The billing i can get our billing guys to call you right away to get that sorted for you. [01/04, 14:09] Wanita: Please as i am leaving in the next 5 minutes and will then only be available on the after after 17h00 [01/04, 14:09] Wanita: And the billing issues that I am having [01/04, 14:09] Wanita: *Winchesro J.*: this offer will stay forever as its a plan that we have. [01/04, 14:09] Wanita: How long will this offer stay in place before being increased. [01/04, 14:09] Wanita: *Winchesro J.*: I can get them to call you after 5pm if you like? [01/04, 14:09] Wanita: *Winchesro J.*: I can escalate this for you rigtht away and get them to call you directly and get it sorted for you. [01/04, 14:09] Wanita: I am home [01/04, 14:09] Wanita: *Winchesro J.*: No worries she will call you shortly. [01/04, 14:09] Wanita: *Winchesro J.*: You plan change request has been completed for you. Is there anything else I can try and assist you with today Wanita? [01/04, 14:09] Wanita: They can call [01/04, 14:09] Wanita: *Winchesro J.*: no worries will let them know. [01/04, 14:09] Wanita: *Winchesro J.*: you most welcome. [01/04, 14:09] Wanita: Thank you [01/04, 14:09] Wanita: *Winchesro J.*: NO worries, Please hold while i get this done for you. [01/04, 14:09] Wanita: Hi Can I go ahead with the 50/50 @ R639 [01/04, 14:09] Wanita: *Winchesro J.*: If you do have the time I would appreciate it if you could leave a quick review based on the service you have received from me, Winchesro Johnson as this does count towards my incentive. Please add my name to the review. I would highly appreciate it. Here is the link below: https://www.trustpilot.com/evaluate/www.webafrica.co.za [01/04, 14:09] Wanita: Looks like you're done, your live chat session (***) has been closed and you're back with Willie again, Press *1* to reopen chat, Press *2* to rate your experience with *Winchesro* or press *0* to return to the main menu. [01/04, 14:09] Wanita: *Phumzile*: Hi there, my name is Phumzile, how can I assist you today? [01/04, 14:09] Wanita: Everything seems to be sorted. Thank you ever so much for your assistance. [01/04, 14:09] Wanita: *Winchesro J.*: Thank you so much for your time and patients today. Please type in END CHAT to close our conversation. [01/04, 14:09] Wanita: *Phumzile B.*: no problem. [01/04, 14:09] Wanita: Hi Phumzile I see R699 went off my account when it should have been R639 [01/04, 14:09] Wanita: Thank you [01/04, 14:09] Wanita: *Phumzile B.*: let me check.

[01/04, 14:26] Wanita: Seems like webafrica is messing with me and it is best that I cancel this service [01/04, 14:27] Webafrica: *Phumzile M.*: Let me request for the package you want and in 3to 5 working days it should be upgraded. Apologies on the matter. [01/04, 14:29] Wanita: This is ridiculous I spoke to Winchesro in December and nothing seems to have been done. Please explain the point of reference numbers then [01/04, 14:34] Webafrica: *Phumzile M.*: So we follow up on the last query, as I have explained Wanita it looks like it didn't go through. [01/04, 14:38] Wanita: But I have to follow up all the time. The agent before you couldn't help either Shimani. [01/04, 14:40] Webafrica: *Phumzile M.*: I hear you and apologies about that, so can I go ahead and request for the upgrade? [01/04, 14:40] Wanita: If you see communication between myself and Winchesro someone did call me to upgrade because I then confirmed the upgrade with him. [01/04, 14:41] Wanita: Please it needs to be sorted and I budgeted for the R639 this month [01/04, 14:43] Webafrica: *Phumzile M.*: So I will request for it and we take it from there. [01/04, 14:44] Wanita: Please and it needs to be done asap. [01/04, 14:46] Wanita: Has it now been changed and has all concerned been notified [01/04, 14:46] Webafrica: Done you will receive email advising you of the upgrade and as I have advised it will take about 3 to 5 working days to kick in [01/04, 14:47] Wanita: Give me a moment to check my mails please [01/04, 14:48] Wanita: Nothing as yet [01/04, 14:57] Webafrica: *Phumzile M.*: It will be sent as soon as they start the process for the upgrade. [01/04, 15:02] Wanita: Ok can I follow up on Friday then? [01/04, 15:03] Webafrica: *Phumzile M.*: Yes you can. [01/04, 15:09] Wanita: Thank you. I will wait for the email [01/04, 15:11] Webafrica: *Phumzile M.*: Thank you for contacting us, otherwise If you are satisfied kindly close this chat by typing "END CHAT".. Thank you and have a superb day further

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