Extremely disappointing service – Cancellation confirmed, yet Webafrica continues to debit my account

I signed up for a Webafrica Wi-Fi package with a router in December 2025. Before signing up, I provided my location and was advised that there was coverage/connectivity available. I received the router, only to discover that there was no connectivity available at my location.

I therefore contacted Webafrica in December 2025 via both telephone and WhatsApp to cancel the service.

On 2 January 2026, I received an SMS from Webafrica explicitly confirming:

“The cancellation of your LTE-TELKOM-ROUTER-UNC-LTE-10MBPS-NOV25 has been scheduled for 1/2/2026.”

I was perfectly happy to pay the applicable pro-rata amount up to the cancellation date. My expectation was simply that the service would then be cancelled as confirmed.

However, this is where the problem starts.

Despite receiving written confirmation from Webafrica that my cancellation was scheduled for 1 February 2026, Webafrica apparently failed to cancel the service and has continued debiting my bank account for a service that I am not using and had already requested to cancel.

I have contacted Webafrica again via WhatsApp and asked a very simple question: Why am I still being charged for a service that I cancelled and for which Webafrica sent me written confirmation of the cancellation?

Unfortunately, I have not received a satisfactory explanation or resolution. Instead, I am being left to deal with the consequences of what appears to be an internal failure to process my cancellation correctly.

This is extremely frustrating because I followed the cancellation process, contacted Webafrica in advance, and received written confirmation of the cancellation date.

I am now requesting:

Immediate termination of the account and all future debit orders. A full investigation into why the confirmed cancellation was not processed. A refund of all amounts deducted after 1 February 2026. A written explanation of what happened. Written confirmation that the account is permanently cancelled and that no further debit orders will be processed.

I should not have to continue fighting to cancel a service that Webafrica themselves confirmed was cancelled.

This has been a very disappointing customer experience. I hope Webafrica takes accountability and resolves this matter properly.

I have retained the SMS confirmation of the cancellation and the WhatsApp correspondence as evidence.