Closing tickets without resolving the issue.

Since 21 March 2018, I've had the worst customer experience from WebAfrica on how my tickets are handled. TICKET ID: 130906 (Closed with no feedback) Damelin-John Morkel - Client 21/03/2018 20:43

Good Day Webafrica,

I'm currently experiencing no internet access and my area is not on the affected list of telkom outages on the network status page. Kindly advise why my router displays no internet.

Kind Regards DJ

TICKET ID: 131260 (Closed with no feedback) Damelin-John Morkel - Client 22/03/2018 10:53

Good Day WebAfrica,

I've logged a ticket last night for internet outage and my ticket was automatically closed before I could even confirm that the issue is resolved.

As the customer logging the issue, do I not have the right to mark the issue as resolved. If not, then I believe this process is not correct.

Looking forward to your response.

Kind Regards DJ

TICKET ID: 137019 (Again closed with no feedback) Damelin-John Morkel - Client 27/03/2018 19:15

Good Day,

Since the 20th March 2018 I've been experiencing internet outages for 30min to 1 hour everyday. Today at 6pm my internet has been out. This seriously frustrating now for the past week and nothing is reflecting the outage on the network status page.

Frustrated customer DJ

TICKET ID: 144336 (Got feedback but closed even though it was not resolved) Damelin-John Morkel - Client 05/04/2018 08:05

Good Day,

Please advise why my usage console is not updating since yesterday. See attached. I need to track my usage.

Kind Regards DJ

Customer Support - Staff 05/04/2018 12:16

Good day DJ,

We thank you for taking the time to contact Webafrica and are sorry to hear of the issues you are having.

We have checked your usage console and it now shows yesterdays usage.

The usage does update by midday for the previous days usage.

Please do check and advise if the usage is now showing correctly?

We await your soonest response.

For any further queries you are welcome to contact us ***or email us at **********

Kind Regards, Zubér The Webafrica Team

TICKET ID: 144751 (Not happy with feedback and it was immediately closed)

Damelin-John Morkel - Client 05/04/2018 12:33

To Whom it may Concern,

I'm trying to contact the support telephonically but the phone is just ringing and waiting on an agent. I'm extremely upset on how my tickets are handled since the 21 March 2018 with no reply and its closed by your support. Surely I need to close this off as I was the customer raising the complaint.

My Current ticket TICKET ID: 144336 was just closed even though its not resolved and I'm not happy with the response because my console always updated every hour. I'm seriously considering leaving WebAfrica due to your lack of customer service.

Frustrated Customer DJ

Customer Support - Staff 06/04/2018 07:21

Good day DJ,

We thank you for taking the time to contact Webafrica and are sorry to hear of the issues you are having.

We have checked the ticket and I personally rep**** to your request advising the below:

We have checked your usage console and it now shows yesterdays usage.

The usage does update by midday for the previous days usage.

Please do check and advise if the usage is now showing correctly?

Please do advise if you have any further questions or concerns I may be able to assist with?

We await your soonest response.

For any further queries you are welcome to contact us ***or email us at **********

Kind Regards, The Webafrica Team

TICKET ID: 145695 (provided feedback but did not resolve my issue and Again it was just closed) Damelin-John Morkel - Client 06/04/2018 11:35

Good Day,

TICKET ID: 144336 is now fixed where my console now updates every hour, therefore I disagree with your statement stating it updates daily at midday. Could you kindly stop closing my tickets until I confirm the issue is resolved. This is really frustrating that this is the third time I have to bring this up.

Could you please explain the high data usage on the 5th April between 9:00 and 10:00, because now my anytime data usage shot up to over 6GB? Please see attached.

I'm not sure what system changes took place but it is now affecting me logging unnecessary tickets all the time.

Frustrated Customer. DJ

Customer Support - Staff 08/04/2018 08:59

Dear Damelin-John Morkel, Thank you for your email. We can confirm that we are not able to see what your usage is being used on as this is confidential to all customers. We can however log this off to our Developers to investigate on their end. We look forward to your response. For further assistance please feel free to contact us directly on ********** 500 or email to ********** we would be happy to assist you. Kind Regards, The Webafrica Team Current open TICKET ID: 146586 Damelin-John Morkel - Client 08/04/2018 12:37

Good Day Webafrica,

My issue is not resolved and you have now for the fourth time closed my ticket without my consent. STOP closing my tickets without resolving it. Replying to the ticket does not resolve the issue. Please log the issue with regards to that 6GB usage as soon as possible because it seems as if I've utilised data from my anytime data. I definitely did not use 6GB in 1 hour. IMPOSSIBLE.

I'm going to write to the papers and HelloPeter about the poor service I'm receiving especially from the Support department.

I can't wait to change my service provider.

Frustrated Customer DJ

On Monday 9th April 2018 at about 08h30 I called Support and spoke to Nomzekelo Cakucaku on my issues and she advised that her senior (by the name of Warren) will give me a call. It is now 14h00 on the 9th April 2018 and still no call. really bad service after being a customer with Webafrica for almost 8 years.