Disgusting service from Web Africa

I ordered LTE service from web Africa on 25 September. RICA completed on 26 September. Order got delivered on 29 September. Message received on 30 September saying that the LTE service is active.

I confirmed on 30 September with an agent via WhatsApp that the service is active so I powered on the router and our chat ended at 13:55. At 16:54 I had to start a chat again via WhatsApp to get assistance because the internet icon on the router disappeared. So the internet worked for 3 hours. Keep in mind that it worked for 3 hours. Thereafter tickets were logged to MTN for them to advise why it is not working because web Africa couldn’t figure out why it was not working. They could not resolve the issue and I had to log into the router numerous times to try to “fix” the APN etc.

I was left without internet for 8 days excluding the weekend. An agent suggested a new router be delivered to me as she thought the router is faulty as the internet icon was not even flashing red. The new router was delievered to me on 9 October. The new routers internet icon still did not work and I still had no internet. This was a huge inconvenience for me because I am a work from home agent and I paid R1768 for this service and it ended up working for 3 hours and I had to buy data to work.

A new agent then advised he will log another ticket with MTN which I stated he should not do as it is wasting my time. I then requested a cancellation and a refund. This was on *09 October* when he advised me he sent the cancellation request and the refund request and that I would be refunded *R618*. I have proof on chat that he said that the refund would be R618 and that I would receive a confirmation email after *24* hours confirming the cancellation and refund. I have not received such an email to this day.

I followed up via WhatsApp on Monday 13 October querying how far the refund is since I didn’t receive a confirmation email, they said check at 4pm. 4pm came and went and the next day on 14 October I followed up again and they once again said check at 4pm. 4pm came and went once again.

I was also advised that the refund has been reduced to R444.42 because of the sim usage. I requested an email from the invoicing department with a breakdown detailing how the amount was reduced to R444.42 from usage for LESS THAN 3 HOURS. So an entire months worth of internet amounts to R799 but data usage for less than 3 hours and downtime of almost 2 week including weekends earns a customer a refund of R444.42.

The agents advised that the payment takes 2-3 days to reflect in my account. Tell me why a refund was requested on 09 October, you could even push it to 10 October, and after 4 working days it is now 16 October and STILL no confirmation email, no cancellation confirmation, and no refund.

Web Africa is absolutely pathetic and I cannot believe this is how I was treated. I regret wholeheartedly choosing to take out this service with Webafrica. There is not even a call centre at this company 🤣🤣🤣.

I lost R1000 from the R1768 I initially paid which the agent advised the R1000 is for the router. Tell me why Vodacom, a TRUSTED SERVICE PROVIDER who has now given me internet WITHOUT ISSUES, charges *R80* for their router!!!!!!! R80. Webafrica has displayed the highest degree of incompetency ever. You need to go back to the drawing board and get tips from other ISPs because Web Africa is pathetic.