Formal Complaint – Fibre Order, Customer Service & Escalation Failure

I am writing to formally complain about the unacceptable service and support I have received regarding my fibre applications and existing services.

I processed an order for a new fibre connection, however Webafrica refused to process the application because there is allegedly an existing order linked to the connection point on my property. I then provided proof of residence confirming that I am the owner/resident of the property, yet this was apparently still not sufficient.

Thereafter, I had to personally contact Vumatel to investigate the matter myself, effectively doing the work that your support team should have been doing. Vumatel confirmed that there is indeed an existing order attached to the connection point, apparently linked to a former Vumatel employee (mmmm). After extensive back-and-forth communication, Vumatel advised me that Webafrica, as my service provider, simply needs to request a circuit release.

I then returned to your so-called customer service department, where I received virtually no actual service. Instead of assisting with the circuit release issue, I was informed that the problem was because I had allegedly not paid a R249 connection fee.

After spending several frustrating hours on live chat with Nompumelelo Mzamo, who showed absolutely no urgency or concern in resolving the matter, I was repeatedly told that I was in arrears by approximately R3000. I explained that my account is on debit order and asked a very reasonable question: if Webafrica is responsible for collecting payment and there are arrears, then how has this not been properly managed on your side? Instead of receiving assistance, I received dismissive and unhelpful responses.

What made the experience even worse was the complete refusal to escalate the matter. I requested at least four times to speak to or have the matter escalated to a manager, only to be told: “We do not do calls, only live chats.” My escalation requests were effectively ignored.

At present I have: • A problem with my 4th fibre line application • An unresolved speed issue on my first fibre line • No meaningful support from your customer service department • No escalation path available • No accountability from your staff

I am paying for services that I am clearly not receiving properly, while being forced to spend my own time trying to get your staff to understand relatively straightforward issues.

I request the following urgently: - Immediate escalation of this matter to management - Immediate action to request the required circuit release from Vumatel - Clarification regarding the alleged arrears on my account - Investigation into the handling of this matter by your support staff - Resolution of the speed issue affecting my existing fibre line

This entire experience has been extremely frustrating and far below acceptable customer service standards.