Extremely poor customer service!

Webafrica's customer service is truly poor! Trying to call in or have service consultants assist via their WhatsApp line is a nightmare!

I finally cancelled my account with them. I provided a month's notice for the end of June 2021, as per their policy. However, one of their personnel gave the fibre company permission to transfer the line on 1 June. I was not informed - and suddenly found myself without access to the internet at 9am yesterday morning (1 June 2021). (My husband and I work from home and he was going to have an online meeting at 11am, which he had to cancel.)

I first tried calling in, and was put on hold for over 10 minutes at a time – several times! Then I tried their WhatsApp line, which doesn't provide for many choices. The person who finally assisted me didn't even know that the line was not connected any longer while she was trying to assist me!

I was then called by the new ISP I had signed up with to inform me that the Frogfoot had transferred the line to them and they were ready to install immediately. Only then did I realise what had happened.

In the meantime, Webafrica’s debit order for June had gone off my bank account early yesterday morning for June. When I contacted them, they informed me they could not refund me, as I had cancelled for the end of June! I informed them that someone in THEIR organisation had given permission to transfer the line too early - and that I am now having to pay them (for NO service for the month of June) AND the new ISP as a result of their error. NO RESPONSE to my email! And as for the 'billing' consultant on the WhatsApp line, he wanted to palm me off to someone else!

I insist on getting a refund from Webafrica for June’s non-service, as I am now connected via my new ISP.