Horrible Customer Service

We had moved homes. We were not informed of the 30-day cancellation period and had to pay for the service in the old home where nobody was staying which meant that we paid for nothing. The website does not outline the 30-day cancellation period too. We were going to continue doing business with Webafrica by installing a new line in the new home. Despite this, we had to pay R798 for the old home and R798 in the new home during the same month. Aside from this, the customer service is extremely poor. Consultants hardly understand your request/query and cannot apply themselves to effectively solve problems. They make promises and provide an SLA without having actioned anything and you end up waiting weeks for assistance. If you start a chat, be prepared to speak to someone for hours even the “senior”/“superior” support. The current issue I am facing was a promise of a refund for a cancelled account that should not have been debited. They sent an email in the middle of the night confirming the cancellation and shortly afterwards thanked us for a payment. This means that we paid them twice for 2 months and now they are saying that a refund can take up to 2months to be processed/reflect. I dare anyone to start a chat with them and present the same query; I guarantee you will get a different response as every time it’s like a lucky packet - different responses from them while presenting the same issue. Overall, it’s been a nightmare and they are unreliable. The network is good but everything else is horrible.