JS
Jamie S
1 reviews | Active since Mar 2020
04 Sept 2026, 10:59
Charged R1,000 "Cancellation Fee" Despite Remaining a Webafrica Customer
I am extremely disappointed with how Webafrica handled my fibre relocation.
I have been a Webafrica fibre customer since January 2025 and recently moved to a new address. My previous property was serviced by Octotel, while my new address is only serviced by Vumatel. This was completely outside of my control.
What is frustrating is that I did not cancel my relationship with Webafrica. I chose to remain a Webafrica customer and continue paying for their services at my new address. Despite this, I was charged a R1,000 cancellation fee because the fibre network operator changed from Octotel to Vumatel.
In my view, this was not a cancellation but a relocation of service. Had Octotel been available at the new address, I would have simply transferred my service. Instead, I was forced to move onto another network due to infrastructure availability.
The fee was never specifically discussed with me during the relocation process and only appears in the terms and conditions. I believe customers should be clearly informed when such significant charges will apply, especially when they are not leaving Webafrica and are continuing as paying customers.
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Replies (5)0
Replies (5)
Webafrica's replyOfficial
04 Sept 2026, 11:24Hi Jamie,
We understand why this experience has been so disappointing, particularly as you made the decision to remain a Webafrica customer after your move and continued your relationship with us at your new address. Having a change in fibre network availability outside of your control resulting in a charge would understandably feel unfair, especially when you viewed the process as a relocation rather than choosing to leave our service. Clear and transparent communication around charges is important, and customers should feel they have all the information they need when making decisions about their service. Thank you for taking the time to provide such detailed feedback. We’ll share your concerns with our Service Quality Team, as we take customer feedback seriously and use it to review our processes and identify opportunities for improvement.
Kind regards,
The Webafrica Crew
We understand why this experience has been so disappointing, particularly as you made the decision to remain a Webafrica customer after your move and continued your relationship with us at your new address. Having a change in fibre network availability outside of your control resulting in a charge would understandably feel unfair, especially when you viewed the process as a relocation rather than choosing to leave our service. Clear and transparent communication around charges is important, and customers should feel they have all the information they need when making decisions about their service. Thank you for taking the time to provide such detailed feedback. We’ll share your concerns with our Service Quality Team, as we take customer feedback seriously and use it to review our processes and identify opportunities for improvement.
Kind regards,
The Webafrica Crew
Webafrica's reply04 Sept 2026, 11:24
Official
Hi Jamie,
We understand why this experience has been so disappointing, particularly as you made the decision to remain a Webafrica customer after your move and continued your relationship with us at your new address. Having a change in fibre network availability outside of your control resulting in a charge would understandably feel unfair, especially when you viewed the process as a relocation rather than choosing to leave our service. Clear and transparent communication around charges is important, and customers should feel they have all the information they need when making decisions about their service. Thank you for taking the time to provide such detailed feedback. We’ll share your concerns with our Service Quality Team, as we take customer feedback seriously and use it to review our processes and identify opportunities for improvement.
Kind regards,
The Webafrica Crew
We understand why this experience has been so disappointing, particularly as you made the decision to remain a Webafrica customer after your move and continued your relationship with us at your new address. Having a change in fibre network availability outside of your control resulting in a charge would understandably feel unfair, especially when you viewed the process as a relocation rather than choosing to leave our service. Clear and transparent communication around charges is important, and customers should feel they have all the information they need when making decisions about their service. Thank you for taking the time to provide such detailed feedback. We’ll share your concerns with our Service Quality Team, as we take customer feedback seriously and use it to review our processes and identify opportunities for improvement.
Kind regards,
The Webafrica Crew
JS
Jamie S's updateReviewer Update
04 Sept 2026, 11:29Thank you for your response, but what comfort can I be offered in terms of the amount I was charged for while staying a loyal client, I understand you will let the Service team know but is it fair that I was charged for this and so much? I am also returning the router and was charged for the router too without being told that I need to return it, its just disheartening that I was charged for a cancellation which was not in fact a cancellation and nothing is being done about it or even offering to credit it and I still got debited for the service on top of that, over R2000 deducted from web africa, that is not okay at all.
JS
Jamie S's update04 Sept 2026, 11:29
Reviewer Update
Thank you for your response, but what comfort can I be offered in terms of the amount I was charged for while staying a loyal client, I understand you will let the Service team know but is it fair that I was charged for this and so much? I am also returning the router and was charged for the router too without being told that I need to return it, its just disheartening that I was charged for a cancellation which was not in fact a cancellation and nothing is being done about it or even offering to credit it and I still got debited for the service on top of that, over R2000 deducted from web africa, that is not okay at all.
Webafrica's replyOfficial
04 Sept 2026, 12:40Hi Jamie,
We understand your concern regarding the charges on the account, particularly where you feel the amounts do not align with your expectations. We can appreciate how important it is to receive clarity on the billing and cancellation process. To ensure the matter is reviewed thoroughly, we are going to refer your query to our Cancellations Team for a detailed review of the account and the charges in question. Before we proceed, could you please confirm whether or not the router has already been returned? This information will assist the team in ensuring that the account reflects the correct details and that any applicable charges are assessed accurately.
Warm regards,
Webafrica Crew
We understand your concern regarding the charges on the account, particularly where you feel the amounts do not align with your expectations. We can appreciate how important it is to receive clarity on the billing and cancellation process. To ensure the matter is reviewed thoroughly, we are going to refer your query to our Cancellations Team for a detailed review of the account and the charges in question. Before we proceed, could you please confirm whether or not the router has already been returned? This information will assist the team in ensuring that the account reflects the correct details and that any applicable charges are assessed accurately.
Warm regards,
Webafrica Crew
Webafrica's reply04 Sept 2026, 12:40
Official
Hi Jamie,
We understand your concern regarding the charges on the account, particularly where you feel the amounts do not align with your expectations. We can appreciate how important it is to receive clarity on the billing and cancellation process. To ensure the matter is reviewed thoroughly, we are going to refer your query to our Cancellations Team for a detailed review of the account and the charges in question. Before we proceed, could you please confirm whether or not the router has already been returned? This information will assist the team in ensuring that the account reflects the correct details and that any applicable charges are assessed accurately.
Warm regards,
Webafrica Crew
We understand your concern regarding the charges on the account, particularly where you feel the amounts do not align with your expectations. We can appreciate how important it is to receive clarity on the billing and cancellation process. To ensure the matter is reviewed thoroughly, we are going to refer your query to our Cancellations Team for a detailed review of the account and the charges in question. Before we proceed, could you please confirm whether or not the router has already been returned? This information will assist the team in ensuring that the account reflects the correct details and that any applicable charges are assessed accurately.
Warm regards,
Webafrica Crew
JS
Jamie S's updateReviewer Update
04 Sept 2026, 12:45Thank you so much, I look forward to hearing from you, the router has been scheduled for a return with web africa and it will be collected next week as they have scheduled, I will await to hear from the cancellation team
JS
Jamie S's update04 Sept 2026, 12:45
Reviewer Update
Thank you so much, I look forward to hearing from you, the router has been scheduled for a return with web africa and it will be collected next week as they have scheduled, I will await to hear from the cancellation team
Webafrica's replyOfficial
04 Sept 2026, 13:20Thank you so much for your patience and time, Jamie
Webafrica's reply04 Sept 2026, 13:20
Official
Thank you so much for your patience and time, Jamie