Careful when dealing with WA

So in Feb 2020, I moved to a new place where I was not able to use Web Africa, resulting in me having to cancel. Before that, when moving into the place I stayed in until moving in Feb, WA did not correctly move my line but instead cancelled it and ordered a new one, this resulted in installation deductions that was paid back to me after a struggle with then. This morning, they have deducted 999 rand from my account without permission for a claw back router .So when you cancel, you have to ship it back or pay for it. Thing is, I have already been through this with them and they indicated I would not billed for the router as per a Mr Wongalethu Vakala (WA employee) P.S. Mr Vakala was very helpful when I dealt with him. His reply to me has been copied below:

****************************************** Dear J*****m K***,

Thank you for contacting us

As discussed on the Live Chat this morning

We understand and appreciate the fact that you have been a customer with us for so long

You rejected the new router in 2018 so you will not be billed a claw back for the router

Apologies for the delay in response

Thank you for your patience.

Kind Regards, The Webafrica Support Team *******************************

2 months later (this morning) I am billed for the claw back router. The email I sent them prompting the above response is found below:

******************************* Hi Billing,

I am moving to a house in a complex who has a contract with another fibre connection. Sadly, this means that I have had to cancel my WA fibre package. I have a few questions an concerns though.

1. In canceling my WA fibre package, is the vumatel line cancelled too? I don't want a surprise payment. 2. I have been a WA customer since 2017. At that stage you did not have the "free to use router option", instead, you had a FREE router. Issue is, when I moved house, there was an issue which resulted in double data billing and billing for a router. This was refunded to me at the time (2018). That being said, now that I have cancelled, it indicates that I have to pay for my Free router which I believe is not fair because I signed up for WA years ago before this change. I have attached a screenshot of your fibre offering at the time (Which I signed up for) using wayback machine which clearly shows free router, not a loaned one (Free to use). The link can be found here too:

https://web.archive.org/web/***/https://www.webafrica.co.za/fibre/

You can also verify this with your devs/manager or whoever.

An issue came in when I moved house in 2018 where a mess up on Web Africas part resulted in a new order and installation fee being processed. I had a really hard time getting this resolved but ultimately, it was resolved an I was refunded. Now for the important bit - Because I was a WA customer for so long, I did not look at the website when the move took place because I was not a new customer and I was not signing up. I was simply moving house. For this reason, it is not fair or appropriate that I should have to pay for a router when I am now forced to cancel as the change on the site took place long after I became a customer and the start date on my profile is not correct because of a mistake on your end. To provide more evidence, I have attached a screenshot of when I got my fibre confirmation email in 2017 when routers to your customers were still free and not borrowed.

For all stated above and due to the fact that I am such a long - standing customer, please wave the router free and confirm via email once done. Please escalate this matter to a senior that has been in place since 2017 as they should have been around during the change of your policy.

Regards. Jo. ****************************************

As you can see above, I literally provided evidence that I was a customer before the policy change and provided an attachment of the actual signup email I received when I first became a customer of theirs. They acknowledged this and we went our seperate ways. Now, they have just deside, ***** that guy, he ows us money and simply deduct it without warning or permission. During my time with WA, they have had to refund me on multiple occasions for *****ups on their end.

Now, after speaking with them, they want to review the issue first and then only process the refund if approved. I told them Id like it escalated and if I hear nothing by 12, I will go to Hellopeter. Yes, you guessed it, no reply at all.

Be careful people, WA will at some stage bill you for services either not rendered or bill you for some mistake on their end. Yes, they might repay you but hells bells, what a mission it is to get good help from them and even if they do pay you back, they likely to do it again, and again, and again.

Also, Im no longer a customer, so they went into my account, grabbed my banking details and just went to town. In my banking login, there is no debit order setup for them, so they grabbed the details from the profile and just collected. Shame on you WA.

Also have all the call recordings, you know, better safe than sorry. That being said, cant post it here so I will find another medium to post those and attach the original emails including headers.

Just called again at 14:00 and the agent I spoke to said I must return the router, did not even bother to read the case history like I asked him. He instead chose to argue with m. So if you want to be billed for services already confirmed that you should not be billed for, or you would like to have consultants argue with you without bothering to check the history, pick Web Africa. If you don't want this, go with another provider, you will be better off.