Extremely Poor Service from Webafrica

Extremely Poor Service from Webafrica

I am extremely disappointed with the service provided by Webafrica. Despite their promises, my experience has been nothing but frustrating, especially regarding customer service.

For months, I experienced intermittent internet issues that were never resolved, and I was unable to speak with a live representative. After enduring these issues, I finally decided to cancel my contract. Ironically, only after I initiated cancellation did someone contact me and connect me with a technician. The connection worked brilliantly for one weekend ONLY, after which the same issues.

I attempted to cancel my contract once more and was informed that I would need to return a router. However, the router in question belongs to me personally; Webafrica only took over the line, so no additional router was provided. I notified Webafrica of this by email before the contract's end yet received no response—only automated reminders stating that if the router wasn't returned, my account would be debited. I contacted the sales department, the only reachable department, and was promised that my complaint would be escalated. Still, I received no reply.

This began my frustrating attempt to reach someone in the accounts department. Webafrica offers support exclusively through WhatsApp live chat, which has proven ineffective. I've been repeatedly transferred between multiple sales consultants, as they are the only available contacts. Despite informing them multiple times that I never received a router from their company, my issue remains unresolved. They repeatedly promised to escalate my complaint, yet nothing was done.

Despite numerous emails sent before the contract concluded, Webafrica still debited my account for the router. I reversed the debit. When I finally spoke with a Webafrica representative, they provided me with a proof of receipt that didn’t bear my signature. If a router was indeed dispatched, I (nor anyone I know) certainly did not sign for it. Additionally, the incorrect house number was used on multiple occasions during the line installation, even after I canceled my contract. It is unreasonable that I am expected to follow up repeatedly for an issue that is clearly their responsibility.

This level of service is simply unacceptable. I strongly urge potential customers to reconsider before choosing Webafrica. The company must make serious improvements to customer service and communication. I hope this complaint encourages them to take immediate action to resolve my issue and prevent similar situations for others.