Extremely Unsatisfactory Experience with Webafrica LTE

Extremely Unsatisfac Extremely Unsatisfactory Experience with Webafrica LTE

I am extremely disappointed with the service I have received from Webafrica regarding my LTE SIM-only line.

I paid for my line on 3 September, following the upgrades that had taken place the previous month. From the beginning, I experienced issues with the SIM card not being detected by my phone, despite my other SIM card working perfectly in the same device. I completed the troubleshooting steps and explained this to multiple agents, but instead of receiving a proper resolution, I was sent back and forth between agents for approximately a week.

Eventually, I spoke to Imraan from the Billing Team, who advised that the line should be cancelled and that a new SIM card and line should be issued. I had actually suggested doing a SIM swap, but I followed his recommendation. I was specifically advised that the R249 delivery and connection fees would be waived, as this was being done to resolve the issue with the original line.

I received the email for the new line on 15 September. Keep in mind that I had already paid approximately R439 for September, and because my SIM was not working from 3 September until I received the replacement on 15 September, I also had to purchase additional data during this period just to stay connected.

Now I have received a bill stating that I owe R507.53, which includes a prorated charge, and this is exactly what I am querying. The amount does not make sense considering the circumstances, especially as I had already paid for September and the replacement line only became available to me on 15 September. I was also specifically advised that the R249 delivery and connection fees would be waived.

Unfortunately, the experience became even worse when I contacted support. The agent asked unnecessary questions despite me having already explained the entire situation. I even sent a voice note explaining the issue clearly to make it easier and quicker for the agent to understand. Instead of addressing my billing query, the agent eventually closed the chat and claimed that I had been idle for too long.

This was completely unacceptable and extremely frustrating. If the agent needed to end the conversation or continue it another day, she could simply have communicated that instead of falsely stating that I was idle. I was actively trying to resolve the issue.

At this point, I am extremely dissatisfied with both the technical support and billing support I have received. I have paid for a service that I could not properly use, incurred additional costs because of the SIM issue, was sent back and forth between agents, and am now being presented with a prorated bill of R507.53 that I do not understand.

I expected much better from Webafrica. The lack of accountability, communication and proper resolution has been incredibly disappointing.

I would appreciate someone from Webafrica taking ownership of this matter, reviewing the previous interactions and billing, and providing a clear explanation of how the R507.53 was calculated, why I am being charged this amount on a prorated basis, and why the agreed-upon R249 fees appear to be part of the charges despite being waived.