Disappointed by shocking service from Webafrica

I have been a loyal webafrica client, even going so far as to recommend them to family and friends and now I am extremely angry and disappointed in the service I have received this week and you cannot get hold of anyone or send an email anywhere you can only work through a bot on whatsapp that does not work correctly and you wait for more than an hour or longer to be assisted.

My partner works from home and has been struggling to see her clients because of the lags on our wifi and the buffering. We also have not been able to stream anything properly because of the buffering.

When I was eventually able to speak to someone I was told that my 20mbps line was not compatible with my fibre package which is apparently a 50/25mbps uncapped package.Please note that they did the package upgrade knowing what my line speed was. I was then told that I need to upgrade my line to a 50mbps line, at extra cost per month.

I gave them permission to upgrade the line as I was told by their agent Sisanda that this would sort out the issue I was having. When this did in fact not work the agent disappeared not to be heard from again and as it was after 9pm I had to wait for the next day to try and get further assistance.

It is now Saturday and I have had the same issue since first bringing this to their attention and have been trying every day to get hold of someone to assist me, including since 8am this morning, but the additional cost for the line upgrade has already come off the bank account.

I am extremely disappointed and angry that as a loyal customer I still have had no resolution and there is no one to speak to to escalate this problem! I need my fibre and access to work as my partners work is now being affected.