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SJ
Sammy J

1 reviews | Active since Nov 2022

14 Apr 2026, 13:00

Cancellation

I am writing to formally express my frustration and disappointment regarding an order I placed, which I cancelled last week, but is still showing as active on your system.

Order Reference Number: *** Cancellation Reference Number: WA***

Despite cancelling the order within my rights, I have been informed that the order remains active. This has now prevented me from accessing alternative internet services, leaving me without connectivity while I work from home.

I have made several attempts to resolve this matter. I was assisted by Monica M, who did her best to help and confirmed that the cancellation request had been submitted. However, I am still being told to wait an additional 48–72 hours, which is completely unacceptable given that the cancellation was initiated last week.

I have also contacted Zoom, and they have advised that they cannot proceed because the order is still active on your system. At the same time, your team is redirecting me back to Zoom, which is causing unnecessary delays and inconvenience.

This situation is extremely frustrating, as I am now without internet access and unable to perform my work duties.

I kindly request that you: - Urgently cancel the active order on your system - Confirm the cancellation in writing - Ensure that there are no further delays so I can proceed with alternative service providers

Please treat this matter as urgent. If this issue is not resolved promptly, I will have no choice but to escalate the matter further.

0
Replies (10)
Webafrica
Webafrica's reply14 Apr 2026, 13:18
Official
Hello Sammy,

We understand how frustrating and stressful this situation must be, especially after you have already taken the correct steps to cancel your order and are still seeing it reflected as active on the system. It is completely understandable that this delay is impacting your ability to secure an alternative service, particularly while working from home and needing a stable connection.

We have escalated this matter to the team that handles Zoom orders and have requested that they urgently review your account, process the cancellation accordingly, and provide you with feedback via email as soon as possible. The urgency of your situation and the delays you’ve experienced have been clearly highlighted for priority attention.

If you need any further assistance, please feel free to send us a direct message on Hello Peter and we will gladly assist.

Warm regards,
Webafrica Crew
SJ
Sammy J's update14 Apr 2026, 14:50
Reviewer Update
I am extremely dissatisfied with the way this matter has been handled. I was informed that cancellations and immediate releases can be processed quickly, yet my request is being delayed unnecessarily. This has caused significant frustration and gives the impression that the delay is intentional in order to pressure me into using services I do not want.To be clear, I have not used your services. I only placed an order, and the product/service delivered was not as described. Therefore, I am fully within my rights to request a cancellation and refund.I insist on the immediate release of my funds without further delay. Please treat this matter as urgent and confirm once the process has been completed.If this issue is not resolved promptly, I will have no choice but to escalate the matter further.
Webafrica
Webafrica's reply14 Apr 2026, 14:54
Official
Hello Sammy,

We have requested the Zoom team review the account and email you directly to provide an update and details on the next steps ASAP.

Ref# HKY58 

Warm regards, 
Webafrica Crew

SJ
Sammy J's update15 Apr 2026, 09:51
Reviewer Update
image.png 102 KB[09:07, 4/15/2026] Majobe 🌼: Aibo what happening now
[09:08, 4/15/2026] Majobe 🌼: Please provide with the step that must be done
[09:11, 4/15/2026] Zoom Fibre Pty Ltd: they must cancel you and immediately release the line
[09:11, 4/15/2026] Zoom Fibre Pty Ltd: they just probably don't want to lose a client
[09:11, 4/15/2026] Zoom Fibre Pty Ltd: ---- from ZOOM --------------- and this is you agent -- ignoring me on whatsapp---So the line is realised?
No active from webafrica
Vuyiswa R.: I am just double-checking regarding the line-release
Vuyiswa R.: Thank you for your patience.
So nothing on your side
Vuyiswa R.: hank you for your patience, Sinetthemba 🙏

I am still waiting for feedback regarding the line release from our side. As soon as I receive confirmation, I will update you immediately.

Please bear with me a little longer
Noted
Coz now I sent the the email to home connect as well as my attorney
Vuyiswa R.: Thank you for the update, Sinethemba 🙏

I am still awaiting confirmation from the relevant team regarding the line release. As soon as I receive feedback, I will update you right away so you can proceed accordingly.

I appreciate your patience
Noted
[09:11, 4/15/2026] Zoom Fibre Pty Ltd: they must cancel you and immediately release the line
[09:11, 4/15/2026] Zoom Fibre Pty Ltd: they just probably don't want to lose a client
This is from zoom
Hi
Aibo
Webafrica
Webafrica's reply15 Apr 2026, 10:04
Official
Hi Sammy, we understand the urgency and frustration around the line release, especially with conflicting information being shared and the delay in final confirmation.We have already requested our Zoom team to urgently review this case and assist with confirming the correct line release process and status from our side. This is now being prioritised so that accurate information can be provided without further confusion.At this stage, we are still awaiting formal confirmation from the relevant internal team regarding the line release status. Once received, we will provide you with clear feedback so you know exactly what action has been taken and what the next step is.Warm regards,
 Webafrica Crew
SJ
Sammy J's update15 Apr 2026, 11:51
Reviewer Update
[11:42, 4/15/2026] Webafrica: Langelihle M.: The order was cancelled on our side, but they didn't cancel it on the portal. The service was activated after that email was sent.
[11:43, 4/15/2026] Majobe 🌼: So why m only informed now coz i was told that it was cancelled by serval agents
[11:44, 4/15/2026] Majobe 🌼: Mandisa K.: You're most welcome. Just a summary you needed assistance with confirming the line cancellation and the line release. I confirmed both have been done. Kindly advise if there was anything else that I can assist with---Monique M.: That is correct. Until the cancellation has been processed with Zoom fibre, no other service provider will be able to take ownership of the line.
[11:45, 4/15/2026] Majobe 🌼: Oh, which department does the cancellation ?
[11:45, 4/15/2026] Majobe 🌼: I want that department now
[11:45, 4/15/2026] Majobe 🌼: M putting this con on hello peter
[11:46, 4/15/2026] Majobe 🌼: Zoom agent told me that I can request immediate release which I did long time and today m told that it was not cancelled






I am writing to formally raise a serious complaint regarding my order, which I have been trying to cancel for the past two weeks.

I was previously informed that my order had been successfully cancelled, and I even received confirmation of this. However, I have now been advised that although the order may have been cancelled on your side, it was never cancelled on the portal. As a result, the service is still active, and my line has not been released.

This situation is extremely frustrating and unacceptable. I have made multiple requests for an urgent line release, as advised by Zoom, who confirmed that this process should take no more than a few minutes. Despite this, no action has been taken from your side, and my line remains active.

Additionally, I have been informed by a Zoom agent that the delay in releasing my line may be due to an unwillingness to lose a client. If this is true, it is highly concerning and unprofessional.

I have done everything required on my side, including providing all necessary information and following up consistently. However, I have not received any meaningful assistance or even a call to resolve this matter.

Please treat this as urgent and ensure that:
1. My order is fully cancelled on all systems.
2. My line is released immediately.

If this issue is not resolved without further delay, I will have no choice but to escalate the matter further, as this situation is both misleading and unacceptable.

I expect immediate feedback and resolution.
SJ
Sammy J's update15 Apr 2026, 11:52
Reviewer Update
[11:42, 4/15/2026] Webafrica: Langelihle M.: The order was cancelled on our side, but they didn't cancel it on the portal. The service was activated after that email was sent.
[11:43, 4/15/2026] Majobe 🌼: So why m only informed now coz i was told that it was cancelled by serval agents
[11:44, 4/15/2026] Majobe 🌼: Mandisa K.: You're most welcome. Just a summary you needed assistance with confirming the line cancellation and the line release. I confirmed both have been done. Kindly advise if there was anything else that I can assist with---Monique M.: That is correct. Until the cancellation has been processed with Zoom fibre, no other service provider will be able to take ownership of the line.
[11:45, 4/15/2026] Majobe 🌼: Oh, which department does the cancellation ?
[11:45, 4/15/2026] Majobe 🌼: I want that department now
[11:45, 4/15/2026] Majobe 🌼: M putting this con on hello peter
[11:46, 4/15/2026] Majobe 🌼: Zoom agent told me that I can request immediate release which I did long time and today m told that it was not cancelled
Webafrica
Webafrica's reply15 Apr 2026, 11:55
Official
Hi Sammy, we understand your frustration regarding the delay in the order cancellation and the line release, especially after multiple follow-ups and conflicting feedback received. Our Zoom team is currently working on this matter to verify the cancellation status across all systems and to ensure the line release is completed correctly. This is being treated as a priority to prevent any further delays or miscommunication. Once feedback is received from the team, we will provide you with a clear update on the status and the next steps toward full resolution. Warm regards,
 Webafrica Crew 
SJ
Sammy J's update16 Apr 2026, 12:20
Reviewer Update
Webafrica
Webafrica's reply16 Apr 2026, 12:35
Official
Hello Sammy,

We truly appreciate your patience while our team worked with Zoom to resolve this matter.

We can now confirm that we have received confirmation directly from Zoom that your line has been successfully released.

Please note that the image you attempted to send is not visible on the Hello Peter platform.

If you need any further assistance, you are welcome to reach out and the team will be happy to help.

Warm regards,
Webafrica Crew