Dissatisfaction and zero assistance from Web Africa Support Team

Item: Webafrica
Rating: 1
Author: Sanet Z

Clueless Support Team

I am writing to formally express my dissatisfaction regarding the persistent issues I have encountered with the cancellation of my service. On April 30th, I submitted a request for the termination of my service, and the agent, Boitumelo, confirmed that as per my account details the service is scheduled to be released on the 1st June in line with the required notice period and contract terms, He confirmed that I owe money for May which was paid as well. On the 29th of May I followed up again with Web Africa and spoke to Kyle. He confirmed that the cancellation was not done. Subsequently, after being transferred to Reevona, I was abruptly informed that my service would be cancelled effective June 1st, as confirmed by an SMS from Web Africa. Despite this communication, when I reached out to your support team on June 2nd, another agent named Zimbini indicated that I was required to provide a 30-day notice and that immediate cancellation was not permissible, and I needed to pay for May – which I already did? This inconsistency and lack of clarity from your staff have been quite frustrating. I would respectfully request that you consider providing additional training for your agents to ensure that they possess a unified understanding of cancellation policies and procedures.

Helpful (0)

Replies (3)

Webafrica's replyOfficial

02 Jun 2026, 10:04

Hi Sanet We can see how frustrating and confusing this experience has been, especially after receiving different answers at each step while trying to manage something as important as your cancellation. Having to repeat yourself and still not get clear, consistent guidance is not the experience we want for you. From what you’ve shared, there are clear inconsistencies around your cancellation date, notice period, and payment status. That’s not acceptable, and it’s exactly the kind of situation we need to address properly to give you cer*****y and closure. We have logged your feedback directly with our Cancellation customer journey teams to review in detail and improve where necessary. Your experience, including the conflicting information provided, is being used to strengthen agent alignment and ensure clearer, more consistent communication going forward.
Thank you for taking the time to lay this out so clearly. It genuinely helps us improve and ensures we do better for you and others going forward.
Warm regards,
Webafrica Crew

Webafrica's reply02 Jun 2026, 10:04

Official

Sanet Z's updateReviewer Update

30 Jun 2026, 14:19

Dear WebAfrica

It is a month later, and I am still struggling. Just received a notification that the payment failed. How is this possible, as I have cancelled my service with you on the 30th April? You acknowledge that your end was conflicting. I am not even using your service. Your support and administration are **********! Ple

Sanet Z's update30 Jun 2026, 14:19

Reviewer Update

Webafrica's replyOfficial

30 Jun 2026, 14:44

Hello Sanet

We have reported your feedback directly to the Finance teams who manage the invoices. They are actively reviewing the billing and will update the account where necessary. We apologize for this inconvenience and are working to ensure this is resolved ASAP.

Warm regards,
Webafrica Crew

Webafrica's reply30 Jun 2026, 14:44

Official