Formal Complaint: WebAfrica – Service Failure and Unfair Billing

I wish to formally lodge a complaint regarding the extremely poor service and ongoing billing dispute I have experienced with WebAfrica. After notifying WebAfrica of a change of address, my internet line was never reconnected. Despite repeated follow‑ups over a period of two months, the service was never restored. Throughout this time, I was forced to continuously engage WebAfrica via their WhatsApp support line, often waiting extended periods just to reach an agent. On a daily basis, I was repeatedly informed by different operators that my fault had been “escalated.” This later proved to be untrue, as no tangible action was taken and the issue remained unresolved. The lack of transparency, accountability, and effective communication was deeply frustrating. Due to being without service for two full months, and despite my reasonable efforts to resolve the matter, I was left with no option but to terminate the contract and sign up with another ISP in order to have internet access. To my dismay, WebAfrica proceeded to:

Charge me for the two months during which I had no service, Apply a R999 cancellation fee, and Charge a further R999 router fee, which I was advised would be refunded once the router was returned.

I returned the router over two months ago, yet to date I have not received the promised refund. Instead, I continue to be sent from pillar to post, receiving inconsistent responses, with no resolution in sight. This experience reflects a serious failure in service delivery, billing integrity, and customer care. I find it unacceptable that I am being charged for services never rendered, penalised for cancelling due to WebAfrica’s failure, and then denied a legitimate refund despite complying fully with return requirements. All I am seeking is the refund of the money that is rightfully due to me. Should this matter not be resolved without further delay, I will have no alternative but to escalate the complaint to external consumer and industry bodies. I trust that WebAfrica will address this matter urgently and restore my confidence through prompt and fair resolution.