Dissatisfied and Aggrieved client

Reviewing both the service network and customer service.

The one star is purely for the fibre service itself when it is actually up and running properly.

The poor rating is entirely due to procedures and customer support. On 1 May 2026 my service went down and I had to engage agents through both the WebAfrica App and WhatsApp support line. I was sent from one agent to another repeatedly and my service was only restored the following day after being transferred between roughly 20 agents on the 1st and another 3 agents on the morning of 2 May.

What makes this even more frustrating is that WebAfrica had already debited my account on 30 April at 19:07 for the upcoming month’s service. After the issue was resolved, I requested a credit for the day my service was offline. Across another 5 or so agents, I was repeatedly told I would receive feedback, yet nothing materialised.

The biggest issue is that every single agent appears to have no visibility of previous conversations. Each transfer means restarting the process from scratch by providing your full details again including name, surname, ID number, phone number and email address. By this point I had dealt with well over 30 agents.

During one of the follow ups, an agent attempted small talk while I was trying to resolve a billing issue. I redirected the conversation back to the requested credit allocation and she then phoned me threatening to disconnect my service if I did not “cooperate”. At that point it genuinely felt as though WebAfrica believed they were doing me a favour by assisting me, when in reality this is a paid service and customers are entitled to proper support.

I then requested to speak to a manager and was instead told to repeat my complaint to yet another agent. Eventually I received a call from someone named Guss, or something similar. Based on his accent I believe he may have been Indian. He listened to the complaint and then informed me that my service would be terminated at the end of the month because they “will not tolerate abuse towards agents”. I found this completely unreasonable.

I asked him to send this decision formally via email so there would be proper correspondence on record, but he refused. That alone says a lot about the level of professionalism and accountability.

This complaint is therefore directed at WebAfrica’s customer service, which is severely lacking. Guss is employed to resolve escalations and manage customer concerns, yet he made what felt like a biased decision without even reviewing the call or referring to chat ***.

From his conduct, it genuinely seems like he has little understanding of what proper customer service entails. If WebAfrica intends to terminate my service, I expect formal written communication outlining the reasons, confirmation of my refund for 1 May 2026, and assurance that no further debits will be processed from my account because I have no desire to deal with another 50 agents just to reverse payments.

WebAfrica is not doing customers a favour. This is a paid service and customers are entitled to quality support and professionalism. At this point I will definitely be exploring alternatives such as Afrihost and MWEB to see whether they offer a better fibre experience.