1 reviews | Active since Nov 2024
Formal Complaint and Urgent Refund Request – R429 Processing Fee
Formal Complaint and Urgent Refund Request – R429 Processing Fee
I write further to my previous correspondence regarding the cancellation of my package and to formally demand urgent feedback on the refund of my R429 processing fee.
After waiting 2 weeks for services not provided no installation date no feedback I am working from home these is acceptable as a new client trying to embark new journey with you — and repeatedly being assured that my order was being escalated they will call me for installation nothing no call— I was ultimately informed that the entire package had been cancelled. This was discovered by me after following up myself, without any prior notification from your team.
I opted for this service specifically because I work from home. During these 2 weeks I had to buy data, I have suffered financial loss while waiting for updates. I was advised that refunds take 3–5 business days, and this was confirmed by the consultant who assisted me via your online chat. Given the inconvenience, lack of communication, and financial impact this has caused, I now require this refund to be expedited as a matter of urgency.
The service experience has been extremely disappointing:
No proactive communication. Delayed chat responses (sometimes up to an hour per reply). Assurances of escalation with no actual resolution. Cancellation without notification.
As a new customer, this has been the worst service experience I have encountered.
At this stage, my priority is clear: I require my R429 refund to be processed immediately and expedited, with written confirmation and proof of payment once completed.
Please treat this matter with the seriousness and urgency it deserves.
I expect a prompt response.
Kind regards,
Thank you for taking the time to share your feedback with us. We understand how disappointing and disruptive this experience has been, especially after waiting two weeks for a service that was never installed, receiving repeated assurances of escalation, and only discovering the cancellation after following up yourself. We acknowledge the financial impact this had on you, particularly as you work from home and had to incur additional costs.
We’ve reviewed your account and can confirm that you were assisted by an agent who cancelled the order and logged a refund request for the R429 processing fee with our Finance Team. Your refund has been added to Vumatel’s refund list, and the standard refund turnaround time is 10 to 15 business days, calculated from the day after the request was logged. This process is managed by the relevant billing teams, and written confirmation will be available once the refund is finalised.
Your feedback regarding the lack of proactive communication, delayed chat responses, unfulfilled installation commitments, and cancellation without notification will be shared with our Service Quality Team for review, as it highlights serious gaps in the onboarding and communication process for new customers.
If you require any further assistance, please feel free to reach out to us again via Hello Peter, and we’ll gladly assist.
Warm regards,
Webafrica Crew
Thank you for taking the time to share your feedback with us. We understand how disappointing and disruptive this experience has been, especially after waiting two weeks for a service that was never installed, receiving repeated assurances of escalation, and only discovering the cancellation after following up yourself. We acknowledge the financial impact this had on you, particularly as you work from home and had to incur additional costs.
We’ve reviewed your account and can confirm that you were assisted by an agent who cancelled the order and logged a refund request for the R429 processing fee with our Finance Team. Your refund has been added to Vumatel’s refund list, and the standard refund turnaround time is 10 to 15 business days, calculated from the day after the request was logged. This process is managed by the relevant billing teams, and written confirmation will be available once the refund is finalised.
Your feedback regarding the lack of proactive communication, delayed chat responses, unfulfilled installation commitments, and cancellation without notification will be shared with our Service Quality Team for review, as it highlights serious gaps in the onboarding and communication process for new customers.
If you require any further assistance, please feel free to reach out to us again via Hello Peter, and we’ll gladly assist.
Warm regards,
Webafrica Crew