Billing dispute ignored – 10-year customer treated unfairly

After 10 years with Webafrica (on Octotel fibre), I cancelled my service properly through their WhatsApp Channel - their only way to cancel mind you. I was very clear with my request. They attempted to charge me for an extra month – one of which they admitted should be credited, but now require a “chat reference” after already referencing the correct ticket (#***).

There is also a second charge is a R999 cancellation fee, which was never disclosed at signup, and only applies under specific conditions that do not apply to my case (e.g., cancelling within 12 months, or on other fibre networks like Vumatel).

They ignore my clear responses and continue demanding payment with threats of collections. This is exhausting and unprofessional. I have now escalated this to ICASA.