Good day Webafrica Customer Service / Complaints Department, I am writing to formally lodge a complaint regarding the continued debit of my bank account for internet services that have not been provided to me, as well as the unacceptable manner in which

I am writing to formally lodge a complaint regarding the continued debit of my bank account for internet services that have not been provided to me, as well as the unacceptable manner in which my attempts to resolve this matter have been handled. My Wi-Fi service was disconnected on 29 July 2026, and as of today, 3 August 2026, I have still not had access to the service. Despite this, an amount of over R1,000 has been deducted from my bank account for a service that I have not been receiving. What is even more concerning is that I have made repeated attempts to have this matter resolved, but instead of receiving a proper resolution, I have continuously been referred from one agent to another. I have been required to repeat my situation multiple times, with no clear ownership of the matter and no satisfactory outcome. I find this extremely unacceptable. I should not be charged for a service that has not been provided, particularly when the service has been disconnected since 29 July. Continuing to debit my account under these circumstances is, at the very least, an unjustified charge, and I require an urgent explanation as to why these deductions have continued. I therefore request the following: 1. An immediate investigation into my account and the reason I have continued to be billed while my service has been disconnected. 2. A full refund/credit for the period during which the service has not been provided. 3. An explanation for the deduction of over R1,000 from my bank account despite the service being unavailable. 4. Immediate restoration of my Wi-Fi service, or a clear explanation as to why this cannot be done. 5. Confirmation that no further debit orders will be processed for services that are not being provided. 6. A single point of contact or a senior representative who will take ownership of this matter until it is fully resolved. I have been patient throughout this process, but my patience is now exhausted. It is extremely frustrating to continue being passed from one agent to another while my money is being deducted and I remain without the service I am paying for. I expect this complaint to be treated as a matter of urgency and escalated to the appropriate department or manager. I also request a written response confirming how Webafrica intends to rectify this matter and reimburse me for the period during which I have been without service. Should this matter not be resolved promptly, I will have no choice but to escalate the complaint through the appropriate consumer and regulatory channels and dispute the unjustified debit deductions with my bank. I trust that Webafrica will take this complaint seriously and provide a satisfactory resolution without requiring me to make further unnecessary calls or repeat the same information to multiple agents. I look forward to your urgent response. Kind regards, MGBP Motale