Less service for higher rates - this is how you lose customers

Absolutely shocking customer service, this company has gone downhill fast.

Our issue has been ongoing for over a week now, and all started with us making a simple enquiry about possible upgrades and associated rates, and a promise that they would provide us with feedback. We did not get any feedback, but instead Webafrica took it upon themselves to upgrade our package without authorisation for a rate HIGHER than what was advertised on their website. We reviewed the correspondence, and do not see how our enquiry could have been misinterpreted in this manner.

During our attempts to resolve this, primarily dealing with Rushdien Meintjies at this point, we eventually agreed to an upgrade at a specific price. However, we are now getting an even lower upload and download speed.

In trying to resolve the upload/download speed, we spent almost an hour on the phone with Derrick, who insisted rather rudely that we are the ones responsible for this by using our own router and not the one provided by them. We agreed to use their router, but it remains completely incapable of providing the wifi speeds that we require.

So now, not only are we getting less speed than we were before, upon checking our client portal the rate is R300 higher than we agreed upon with Rushdien Meintjies.

Trying to resolve these issues is nearly impossible. The amount of time and energy that we have spent trying to sort this issue out is completely ridiculous. Trying to speak to someone on the phone is impossible. The agents on the whatsapp line are unable to resolve the issue.

I have experienced bad customer service before - but the degree of inefficiency, lack of accountability, and inability of anyone to resolve this is completely unacceptable.