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Terence R
1 reviews | Active since Sept 2024
07 Sept 2026, 15:12
Cancellation ignored, still billed, no router collection
I have been trying to cancel my contract with Webafrica for weeks, but I cannot get a response. My messages via WhatsApp and the chat feature on the website and customer portal go unanswered for long periods, and when the WhatsApp team does reply, they are abrupt and unhelpful. They will not confirm what is required to cancel or give me a final cancellation date, and I am still being billed every month. On top of this, they have warned me there will be a penalty if they cannot collect the router, yet they are not responding to arrange the collection themselves, which is preventing me from getting my refund on the router. I need my cancellation date confirmed, the billing stopped, and the router collection arranged so my refund can be processed.
Helpful (0)
Replies (7)0
Replies (7)
Webafrica's replyOfficial
07 Sept 2026, 15:29Hi Terenc,We genuinely understand your frustration. You’ve been trying for weeks to cancel your Webafrica service, only to experience long delays across WhatsApp, Live Chat and the Customer Portal, while still being billed each month. We also hear your concerns about the lack of clear information around the cancellation process and the router collection.We’ve reached out to our Cancellation team to review your profile and the outstanding cancellation request. They’ll contact you to discuss the current account status, confirm the cancellation requirements and provide clarity on the next steps, including the router collection and refund process.We recognise that you need clear answers on your cancellation date and billing, rather than having to keep following up. We’ll ensure these concerns are included in the review so the relevant team can address the outstanding matters with you.Thank you for raising this with us and allowing us to get the cancellation process back on track.
Warm regards,
Webafrica Crew
Warm regards,
Webafrica Crew
Webafrica's reply07 Sept 2026, 15:29
Official
Hi Terenc,We genuinely understand your frustration. You’ve been trying for weeks to cancel your Webafrica service, only to experience long delays across WhatsApp, Live Chat and the Customer Portal, while still being billed each month. We also hear your concerns about the lack of clear information around the cancellation process and the router collection.We’ve reached out to our Cancellation team to review your profile and the outstanding cancellation request. They’ll contact you to discuss the current account status, confirm the cancellation requirements and provide clarity on the next steps, including the router collection and refund process.We recognise that you need clear answers on your cancellation date and billing, rather than having to keep following up. We’ll ensure these concerns are included in the review so the relevant team can address the outstanding matters with you.Thank you for raising this with us and allowing us to get the cancellation process back on track.
Warm regards,
Webafrica Crew
Warm regards,
Webafrica Crew
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Terence R's updateReviewer Update
07 Sept 2026, 16:09I wish I could attach screenshots here. I went through the process of logging my account to be closed via WebAfrica's official channels (ie WhatsApp), and for some reason the customer service person didn't log it correctly. I then got billed again and when checking with a new customer support agent, they confirmed that the previous person didn't lodge the cancellation (despite me providing screenshots confirming the request), I am now expected to pay another month's service fee despite this being their error.
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Terence R's update07 Sept 2026, 16:09
Reviewer Update
I wish I could attach screenshots here. I went through the process of logging my account to be closed via WebAfrica's official channels (ie WhatsApp), and for some reason the customer service person didn't log it correctly. I then got billed again and when checking with a new customer support agent, they confirmed that the previous person didn't lodge the cancellation (despite me providing screenshots confirming the request), I am now expected to pay another month's service fee despite this being their error.
Webafrica's replyOfficial
07 Sept 2026, 16:13Hi Terence
We are truly sorry for any frustration. Our teams will be in touch with the account holder to further discuss ASAP.
Warm regards,
Webafrica Crew
We are truly sorry for any frustration. Our teams will be in touch with the account holder to further discuss ASAP.
Warm regards,
Webafrica Crew
Webafrica's reply07 Sept 2026, 16:13
Official
Hi Terence
We are truly sorry for any frustration. Our teams will be in touch with the account holder to further discuss ASAP.
Warm regards,
Webafrica Crew
We are truly sorry for any frustration. Our teams will be in touch with the account holder to further discuss ASAP.
Warm regards,
Webafrica Crew
TR
Terence R's updateReviewer Update
07 Sept 2026, 16:13Customer Support: "Thank you so much for that Terrence, but may I ask how you initially reached out to request cancellation as I see that the first time you got through to the cancellation team was on 4 September?"
Me: "Please see the screenshot that I attached. I went through the official WhatsApp channel on the 5 of August. I would be happy to email the proof of such as well."
Customer Support: "I've seen that yes Terrence but as I mentioned previously, the first time you came through to the cancellations team was on 4 September, but may I ask what the reason is for the cancellation request in the first place?"
Me: "I hear you but please note that this is a system's failure on WebAfrica's side, I followed due process. I believe it is fair to ask that this be escalated for resolution don't you think that would be fair Keenan? It seems like the person I initially didn't do their job properly and that shouldn't be at the customer's expense don't you think? Please man, that is not fair.
I am cancelling because I am relocating to the UK."
Me: "Please see the screenshot that I attached. I went through the official WhatsApp channel on the 5 of August. I would be happy to email the proof of such as well."
Customer Support: "I've seen that yes Terrence but as I mentioned previously, the first time you came through to the cancellations team was on 4 September, but may I ask what the reason is for the cancellation request in the first place?"
Me: "I hear you but please note that this is a system's failure on WebAfrica's side, I followed due process. I believe it is fair to ask that this be escalated for resolution don't you think that would be fair Keenan? It seems like the person I initially didn't do their job properly and that shouldn't be at the customer's expense don't you think? Please man, that is not fair.
I am cancelling because I am relocating to the UK."
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Terence R's update07 Sept 2026, 16:13
Reviewer Update
Customer Support: "Thank you so much for that Terrence, but may I ask how you initially reached out to request cancellation as I see that the first time you got through to the cancellation team was on 4 September?"
Me: "Please see the screenshot that I attached. I went through the official WhatsApp channel on the 5 of August. I would be happy to email the proof of such as well."
Customer Support: "I've seen that yes Terrence but as I mentioned previously, the first time you came through to the cancellations team was on 4 September, but may I ask what the reason is for the cancellation request in the first place?"
Me: "I hear you but please note that this is a system's failure on WebAfrica's side, I followed due process. I believe it is fair to ask that this be escalated for resolution don't you think that would be fair Keenan? It seems like the person I initially didn't do their job properly and that shouldn't be at the customer's expense don't you think? Please man, that is not fair.
I am cancelling because I am relocating to the UK."
Me: "Please see the screenshot that I attached. I went through the official WhatsApp channel on the 5 of August. I would be happy to email the proof of such as well."
Customer Support: "I've seen that yes Terrence but as I mentioned previously, the first time you came through to the cancellations team was on 4 September, but may I ask what the reason is for the cancellation request in the first place?"
Me: "I hear you but please note that this is a system's failure on WebAfrica's side, I followed due process. I believe it is fair to ask that this be escalated for resolution don't you think that would be fair Keenan? It seems like the person I initially didn't do their job properly and that shouldn't be at the customer's expense don't you think? Please man, that is not fair.
I am cancelling because I am relocating to the UK."
Webafrica's replyOfficial
08 Sept 2026, 12:03Hi Terence,
We understand how frustrating it must be to feel that you followed the correct process when submitting your cancellation request, only to encounter further challenges when trying to have the matter finalised. Clear communication and a seamless cancellation process are important, and we can appreciate your concerns.We can see that our Cancellations Team has since been in contact and provided assistance.
If you require any additional support, please feel free to send us a direct message via Hello Peter, and we'll gladly assist.
Warm regards,
Webafrica Crew
We understand how frustrating it must be to feel that you followed the correct process when submitting your cancellation request, only to encounter further challenges when trying to have the matter finalised. Clear communication and a seamless cancellation process are important, and we can appreciate your concerns.We can see that our Cancellations Team has since been in contact and provided assistance.
If you require any additional support, please feel free to send us a direct message via Hello Peter, and we'll gladly assist.
Warm regards,
Webafrica Crew
Webafrica's reply08 Sept 2026, 12:03
Official
Hi Terence,
We understand how frustrating it must be to feel that you followed the correct process when submitting your cancellation request, only to encounter further challenges when trying to have the matter finalised. Clear communication and a seamless cancellation process are important, and we can appreciate your concerns.We can see that our Cancellations Team has since been in contact and provided assistance.
If you require any additional support, please feel free to send us a direct message via Hello Peter, and we'll gladly assist.
Warm regards,
Webafrica Crew
We understand how frustrating it must be to feel that you followed the correct process when submitting your cancellation request, only to encounter further challenges when trying to have the matter finalised. Clear communication and a seamless cancellation process are important, and we can appreciate your concerns.We can see that our Cancellations Team has since been in contact and provided assistance.
If you require any additional support, please feel free to send us a direct message via Hello Peter, and we'll gladly assist.
Warm regards,
Webafrica Crew
TR
Terence R's updateReviewer Update
08 Sept 2026, 15:48I was told that I would receive confirmation from WebAfrica that the cancellation has been processed via SMS, but I have not received such. This was apparently processed yesterday, but you can understand my scepticism, as this is the second time that I have submitted a cancellation. Please can someone at WebAfrica confirm receipt of the cancellation request.
TR
Terence R's update08 Sept 2026, 15:48
Reviewer Update
I was told that I would receive confirmation from WebAfrica that the cancellation has been processed via SMS, but I have not received such. This was apparently processed yesterday, but you can understand my scepticism, as this is the second time that I have submitted a cancellation. Please can someone at WebAfrica confirm receipt of the cancellation request.
Webafrica's replyOfficial
08 Sept 2026, 16:05Hi Terence,
Thank you for following up. We've requested a follow-up with our Cancellations Team to ensure that confirmation of the cancellation is sent to you.
Warm regards,
Webafrica Crew
Thank you for following up. We've requested a follow-up with our Cancellations Team to ensure that confirmation of the cancellation is sent to you.
Warm regards,
Webafrica Crew
Webafrica's reply08 Sept 2026, 16:05
Official
Hi Terence,
Thank you for following up. We've requested a follow-up with our Cancellations Team to ensure that confirmation of the cancellation is sent to you.
Warm regards,
Webafrica Crew
Thank you for following up. We've requested a follow-up with our Cancellations Team to ensure that confirmation of the cancellation is sent to you.
Warm regards,
Webafrica Crew