Complaint: Inconsistent Information and Delayed Downgrade of Internet Line

Dear WebAfrica Customer Service Team,

I am writing to express my frustration and disappointment with the inconsistent information and delayed downgrade of my internet line. Despite my repeated efforts to resolve this issue, I have been given conflicting answers by different agents, leading to unnecessary confusion and inconvenience.

On 25 July 2024, I requested a downgrade of my internet line via live chat and received a reference number. I was informed that the downgrade would take 30 days. However, when WebAfrica attempted to debit the full amount of R799 on 01 September, I queried this and was told that the downgrade takes 30 business days, not 30 days.

Yesterday, 11 September, marked 30 business days since my initial request, but when I followed up with a consultant, I was informed that the downgrade would only be effective after I paid for this month and was transferred to the provisions team to activate the downgrade. However, when I spoke with Enrico, I was told that the downgrade would be effective from 01 October, and the reduced debit of R399 would only take effect from 01 November, meaning I would have to pay another R799 this month.

I am exhausted from going in circles and receiving contradictory information from different agents. I request that you investigate this matter urgently and take immediate action to:

1. Downgrade my internet line as requested on 25 July 2024. 2. Adjust my billing to reflect the reduced rate of R399 from the correct effective date. 3. Provide a clear explanation for the delay and inconsistencies in communication.

I hope that you will take my complaint seriously and take prompt action to resolve this issue.