Grieved customer

We are subjected to a very poor communication platform and inefficient service.

I explained my grief to an agent yesterday and all my personal details were not verified according to the agent. It took so long for someone to join the chat. The robot was the one that kept me occupied. By the time the agent responded on the WhatsApp chat, I had to report for duty.

He didn't say that he already cancelled my service with the info I provided or I'd have no need to enquire again today.

I mentioned to him that I wanted the cancellation because Vuma wasn't able to do the installation since there was an issue with the line. When Vuma first came to do the installation on the 23rd, they asked me to contact Web Africa concerning the issue which I did on the same day. The Web Africa agent said their technical department will sort out the issue and when I asked how long it'll take as I need to work from home as well, they said about 3 days, "not too long". It's now the 31st with no communication via email, sms or WhatsApp. Hence, I requested the cancellation but like I said, the agent messaged back to ask me to verify my number and he ended the chat without my reply as I wasn't available .

I saw Webafrica prompt me to make a payment and I explained that I already paid. I only realize now that the prompt probably appeared due to cancellation but I mentioned the prompt to the agent and they never told me my subscription was cancelled.

When I continued my enquiry today explaining the matter saying I want a refund at this point also mentioning the issue with the line and not getting feedback regarding technical department, the last agent told me off that I mentioned nothing about a cancellation because she saw approximately an hour later it was cancelled as if to say I was keeping her busy with nothing and she had to sort out my issue since 11 the morning. As if I wasn't kept on hold for hours in end right up until their office hours closed on more than one occasion .

When we're they going to tell me that my subscription was successfully cancelled if the guy didn't complete my verification? They have no call centre to call except for sales. It's easy to hook us but hard to help us. I'd understand if the company can only enable a cost efficient chat platform to assist their clients but then I'd expect it to be efficient, or I'd expect an agent to call me back if they see I've been on hold for hours or a few days. This matter could've been resolved in a few minutes over the phone with my own airtime if there was a number to call. And I am told:

[01/31, 13:35] Web Africa: As per Vuma you already cancelled your order [01/31, 13:35] Web Africa i am not sure why you still messaged us for feedback [01/31, 13:36] Web Africa: . when you already canceled [01/31, 13:37] Web Africa: you could have mentioned to me that you already canceled.

Silly me for going back to them even though they refused to refund me after I moved house in December because according to them I processed my cancellation too late.

I still resubscribed to Web Africa at the new place hoping I could continue my service in the new place even though I lost R399 for Jan which I had no benefit of. Silly me signs up again and now we're here.

I thought I was a reasonable person . And everytime a new agent assists, I have to tell the story all over again because here is no note on the system.

Unhappy and disappointed customer