No care for customer support. Takes your money and deactivates your service.

The problem is that Webafrica debited me for a service, the money went off my account, but the service was deactivated because their accounting system says that it wasn't paid. This is totally unacceptable for a company in the IT industry to not not even have proper software and systems in place to run their accounts, services and customer support channels smoothly.

Webafrica has the worst support ever. I spoke to Lebogang using the Whatsapp chat bot due to the support line keep navigating me to the Whatsapp chat bot and then dropping the line. None of the options for support align with my issue that I'm experiencing and therefore I need to speak to and agent. But they make it impossible to do so. And there is no way of exiting a flow once you're in it, no back button or cancel for when you find out the flow you chose doesn't meet your needs.

I spoke to Lebogagng about my issue on the 17th of October 2022, and it took so long that the agent said that I must drop the call and the agent will call me back in 15min. I waited till the 18th of October 2022 for my call to be returned at which point I contacted support again.

The support line dropped my calls every time and I tried the whatsapp chatbot again. The chat bot dropped the call 4 times every time the agent made contact, here are the agents on the chat bot: Gcobisa, Amanda, Keenan, Yolanda.

I finally got hold of an agent by using the new sales/customer channel and of course this worked because Webafrica is more interested in assisting new clients rather than maintaining and providing proper support to existing clients. I explained my problem, the agent said she will get Lebogang to contact me when the agent is back from break.

There is no more personal accountability from these companies as they attempt to automate everything in such a way that the client never gets assisted. They just want your contract and money and then leave you to a chat bot because they don't want to employ and train people to support their customer base. That's why only the new sales channel works because that brings in the new money and market that they haven't tapped in yet.

You should be ashamed pf yourselves.

Chat bot experience: [2:34 pm, 18/10/2022] Webafrica: Hi there Wallace Van Zyl, thank you for getting in touch with Webafrica. We will connect you to the next available agent as soon as possible so we can get your query sorted out in a jiffy.

Need to go grab a cuppa while you wait? No problem! Just keep an ear out for when we message you back on this platform. [2:34 pm, 18/10/2022] Webafrica: Lebogang: Hi there, my name is Lebogang, how can I assist you today? [2:34 pm, 18/10/2022] Wallace: Hallo [2:35 pm, 18/10/2022] Wallace: My NAT type has returned to Moderate after I have opted for the R29 fee to have it open [2:35 pm, 18/10/2022] Wallace: I see theres a TPLink Archer C20 Router service pending on my account [2:37 pm, 18/10/2022] Webafrica: Lebogang: Sorry for that inconvenience. Can I please have your email address you used to open the account / Your Customer Code [2:37 pm, 18/10/2022] Wallace: AYF61 [2:38 pm, 18/10/2022] Webafrica: Lebogang: Thank you, please hold while I open your account. [2:43 pm, 18/10/2022] Webafrica: Ok, when looking at your account, on our end, I see that the R29 this month was unpaid [2:44 pm, 18/10/2022] Wallace: Here you debited my account yesterday. [2:44 pm, 18/10/2022] Webafrica: Lebogang: Which may be the cause of them reverting it to CGNAT [2:44 pm, 18/10/2022] Wallace: But don’t do that [2:45 pm, 18/10/2022] Webafrica: Lebogang: Ok. That isn't showing on our system yet. [2:45 pm, 18/10/2022] Wallace: This is critical to my day to day operations being in IT myself and. Working from home [2:45 pm, 18/10/2022] Webafrica: Lebogang: I will confirm that with Billing. Please hold [3:01 pm, 18/10/2022] Wallace: Hallo [3:03 pm, 18/10/2022] Webafrica: Lebogang: Still here.. Just getting confirmation of the POP [3:27 pm, 18/10/2022] Webafrica: Lebogang: Still awaiting my Critical care team, to respond about recieve the request [3:33 pm, 18/10/2022] Wallace: Ok [3:34 pm, 18/10/2022] Webafrica: Lebogang: Thank you [3:40 pm, 18/10/2022] Webafrica: Lebogang: Still busy. have not forgotten you. [3:47 pm, 18/10/2022] Wallace: Ok [3:47 pm, 18/10/2022] Wallace: Thanks [3:48 pm, 18/10/2022] Webafrica: Lebogang: Thank you for your patients. Really. Question, would you like me to rater message / call you when i'm done instead of waiting on the chat? [3:54 pm, 18/10/2022] Wallace: You can call me back if thats easier [3:56 pm, 18/10/2022] Webafrica: Lebogang: 100% - Can I use this number - *** [3:57 pm, 18/10/2022] Wallace: Yes please [3:58 pm, 18/10/2022] Webafrica: Lebogang: Ok. Sorry for the long wait, I will push them as this is def taking long. so please expect me in the next 15min if not less. To close this Chat, please type: End Chat [3:58 pm, 18/10/2022] Wallace: End Chat [3:58 pm, 18/10/2022] Webafrica: Looks like you're done, your live chat session (***) has been closed and you're back with Willie again, Press 1 to reopen chat, Press 2 to rate your experience with Lebogang or press 0 to return to the main menu. [11:53 am, 19/10/2022] Wallace: Hallo [11:53 am, 19/10/2022] Webafrica: 0: Main Menu. 1: Check available internet services in your area. 2: Troubleshoot your connection. 3: Check if you're affected by any outages. 4: Chat to one of our agents. 5: Get an update on your line fault. 6: Search our Knowledgebase Articles for answers. 7: Get your latest Statement emailed to you. [11:53 am, 19/10/2022] Wallace: 4 [11:53 am, 19/10/2022] Webafrica: Thanks Wallace Van Zyl. Please choose the appropriate option below so that we may direct your chat to the correct department.

1: I have a billing enquiry. 2: I've received all the components necessary to go online but need help setting them up. 3: I need an update on my order, delivery or installation. 4: I want to order a service. 5: I have a connection/speed issue and need assistance. [11:54 am, 19/10/2022] Wallace: 5 [11:54 am, 19/10/2022] Webafrica: To help us assist you quicker, please choose one of the following reasons for this enquiry:

1. My internet is down 2. My internet is slow 3. Other [11:54 am, 19/10/2022] Wallace: 0 [11:54 am, 19/10/2022] Webafrica: That is not a valid option, please choose the number that best matches your reason for this live chat session. [11:54 am, 19/10/2022] Wallace: 3 [11:54 am, 19/10/2022] Webafrica: Hi there Wallace Van Zyl, thank you for getting in touch with Webafrica. We will connect you to the next available agent as soon as possible so we can get your query sorted out in a jiffy.

Need to go grab a cuppa while you wait? No problem! Just keep an ear out for when we message you back on this platform. [11:56 am, 19/10/2022] Webafrica: Gcobisa: Hi there, my name is Gcobisa, how can I assist you today? [11:57 am, 19/10/2022] Wallace: My NAT type has returned to Moderate after I have opted for the R29 fee to have it open

I see theres a TPLink Archer C20 Router service pending on my account

I spoke to Lebogang yesterday and awaiting feedback stiill

This was his last response: Lebogang: Ok. Sorry for the long wait, I will push them as this is def taking long. so please expect me in the next 15min if not less. To close this Chat, please type: End Chat

And heres the screen shot of the debit order [11:57 am, 19/10/2022] Webafrica: Gcobisa has ended this Live Chat session. Your reference for this session is #***. Press 0 for main menu. [11:57 am, 19/10/2022] Webafrica: Please choose an appropriate option from the menu below.

0: Main Menu. 1: Check available internet services in your area. 2: Troubleshoot your connection. 3: Check if you're affected by any outages. 4: Chat to one of our agents. 5: Get an update on your line fault. 6: Search our Knowledgebase Articles for answers. 7: Get your latest Statement emailed to you. [11:57 am, 19/10/2022] Wallace: 4 [11:57 am, 19/10/2022] Webafrica: Thanks Wallace Van Zyl. Please choose the appropriate option below so that we may direct your chat to the correct department.

1: I have a billing enquiry. 2: I've received all the components necessary to go online but need help setting them up. 3: I need an update on my order, delivery or installation. 4: I want to order a service. 5: I have a connection/speed issue and need assistance. [11:57 am, 19/10/2022] Wallace: 5 [11:57 am, 19/10/2022] Webafrica: To help us assist you quicker, please choose one of the following reasons for this enquiry:

1. My internet is down 2. My internet is slow 3. Other [11:57 am, 19/10/2022] Wallace: 0 [11:57 am, 19/10/2022] Webafrica: That is not a valid option, please choose the number that best matches your reason for this live chat session. [11:58 am, 19/10/2022] Wallace: 3 [11:58 am, 19/10/2022] Webafrica: Hi there Wallace Van Zyl, thank you for getting in touch with Webafrica. We will connect you to the next available agent as soon as possible so we can get your query sorted out in a jiffy.

Need to go grab a cuppa while you wait? No problem! Just keep an ear out for when we message you back on this platform. [11:58 am, 19/10/2022] Webafrica: Amanda: Hi there, my name is Amanda, how can I assist you today? [11:58 am, 19/10/2022] Wallace: My NAT type has returned to Moderate after I have opted for the R29 fee to have it open

I see theres a TPLink Archer C20 Router service pending on my account

I spoke to Lebogang yesterday and awaiting feedback stiill

This was his last response: Lebogang: Ok. Sorry for the long wait, I will push them as this is def taking long. so please expect me in the next 15min if not less. To close this Chat, please type: End Chat

And heres the screen shot of the debit order [11:58 am, 19/10/2022] Webafrica: Amanda has ended this Live Chat session. Your reference for this session is #***. Press 0 for main menu. [11:58 am, 19/10/2022] Webafrica: Please choose an appropriate option from the menu below.

0: Main Menu. 1: Check available internet services in your area. 2: Troubleshoot your connection. 3: Check if you're affected by any outages. 4: Chat to one of our agents. 5: Get an update on your line fault. 6: Search our Knowledgebase Articles for answers. 7: Get your latest Statement emailed to you. [11:58 am, 19/10/2022] Wallace: 4 [11:58 am, 19/10/2022] Webafrica: Thanks Wallace Van Zyl. Please choose the appropriate option below so that we may direct your chat to the correct department.

1: I have a billing enquiry. 2: I've received all the components necessary to go online but need help setting them up. 3: I need an update on my order, delivery or installation. 4: I want to order a service. 5: I have a connection/speed issue and need assistance. [11:59 am, 19/10/2022] Wallace: 5 [11:59 am, 19/10/2022] Webafrica: To help us assist you quicker, please choose one of the following reasons for this enquiry:

1. My internet is down 2. My internet is slow 3. Other [11:59 am, 19/10/2022] Wallace: 0 [11:59 am, 19/10/2022] Webafrica: That is not a valid option, please choose the number that best matches your reason for this live chat session. [11:59 am, 19/10/2022] Wallace: 3 [11:59 am, 19/10/2022] Webafrica: Hi there Wallace Van Zyl, thank you for getting in touch with Webafrica. We will connect you to the next available agent as soon as possible so we can get your query sorted out in a jiffy.

Need to go grab a cuppa while you wait? No problem! Just keep an ear out for when we message you back on this platform. [11:59 am, 19/10/2022] Webafrica: Keenan: Hi there, my name is Keenan, how can I assist you today? [11:59 am, 19/10/2022] Wallace: Hallo [11:59 am, 19/10/2022] Wallace: My NAT type has returned to Moderate after I have opted for the R29 fee to have it open

I see theres a TPLink Archer C20 Router service pending on my account

I spoke to Lebogang yesterday and awaiting feedback stiill

This was his last response: Lebogang: Ok. Sorry for the long wait, I will push them as this is def taking long. so please expect me in the next 15min if not less. To close this Chat, please type: End Chat

And heres the screen shot of the debit order [11:59 am, 19/10/2022] Webafrica: Looks like you're done, your live chat session (***) has been closed and you're back with Willie again, Press 1 to reopen chat, Press 2 to rate your experience with Keenan or press 0 to return to the main menu. [0:00 pm, 19/10/2022] Wallace: 1 [0:00 pm, 19/10/2022] Webafrica: Let me try to reconnect you to the Live Chat agent you were chatting to, please hold a moment... [0:01 pm, 19/10/2022] Wallace: ? [0:01 pm, 19/10/2022] Webafrica: Hi, Willie-the-bot here, I'm still trying to put you through to one of our Live Chat agents, they'll message you as soon as they're available. If however you'd prefer to cancel the Live Chat request, simply type ENDCHAT. [0:02 pm, 19/10/2022] Wallace: You have dropped my call more than 3times already [0:02 pm, 19/10/2022] Webafrica: Hi, Willie-the-bot here, I'm still trying to put you through to one of our Live Chat agents, they'll message you as soon as they're available. If however you'd prefer to cancel the Live Chat request, simply type ENDCHAT. [0:02 pm, 19/10/2022] Wallace: ENDCHAT [0:02 pm, 19/10/2022] Webafrica: Looks like you're done, your live chat session (***) has been closed and you're back with Willie again, Press 1 to reopen chat, Press 2 to rate your experience with Keenan or press 0 to return to the main menu. [0:02 pm, 19/10/2022] Wallace: 2 [0:02 pm, 19/10/2022] Webafrica: Question 1 of 2:

Based on your experience with Keenan, between 1 and 10, how likely are you to recommend Webafrica to your family and friends?

1: Being Unlikely 10: Being Extremely Likely [0:02 pm, 19/10/2022] Wallace: 1 [0:02 pm, 19/10/2022] Webafrica: Question 2 of 2:

Was Keenan able to resolve your issue?

0: No 1: Yes [0:03 pm, 19/10/2022] Wallace: 0 [0:03 pm, 19/10/2022] Webafrica: Thank you for your valuable feedback, it is important to us and I'll make sure it gets sent through to our management team. [0:03 pm, 19/10/2022] Webafrica: Overall, how easy was it for you to solve your issue today? 1. Extremely Easy 2. Easy 3. Neutral 4. Difficult 5. Extremely Difficult [0:03 pm, 19/10/2022] Wallace: 5 [0:03 pm, 19/10/2022] Webafrica: Thank you for your feedback.. [0:03 pm, 19/10/2022] Webafrica: Please choose an appropriate option from the menu below.

0: Main Menu. 1: Check available internet services in your area. 2: Troubleshoot your connection. 3: Check if you're affected by any outages. 4: Chat to one of our agents. 5: Get an update on your line fault. 6: Search our Knowledgebase Articles for answers. 7: Get your latest Statement emailed to you. [0:03 pm, 19/10/2022] Wallace: 4 [0:03 pm, 19/10/2022] Webafrica: Thanks Wallace Van Zyl. Please choose the appropriate option below so that we may direct your chat to the correct department.

1: I have a billing enquiry. 2: I've received all the components necessary to go online but need help setting them up. 3: I need an update on my order, delivery or installation. 4: I want to order a service. 5: I have a connection/speed issue and need assistance. [0:03 pm, 19/10/2022] Wallace: 5 [0:03 pm, 19/10/2022] Webafrica: To help us assist you quicker, please choose one of the following reasons for this enquiry:

1. My internet is down 2. My internet is slow 3. Other [0:03 pm, 19/10/2022] Wallace: 0 [0:03 pm, 19/10/2022] Webafrica: That is not a valid option, please choose the number that best matches your reason for this live chat session. [0:03 pm, 19/10/2022] Wallace: 3 [0:03 pm, 19/10/2022] Webafrica: Hi there Wallace Van Zyl, thank you for getting in touch with Webafrica. We will connect you to the next available agent as soon as possible so we can get your query sorted out in a jiffy.

Need to go grab a cuppa while you wait? No problem! Just keep an ear out for when we message you back on this platform. [0:04 pm, 19/10/2022] Webafrica: Yolanda: Hi there, my name is Yolanda, how can I assist you today? [0:04 pm, 19/10/2022] Wallace: Hallo [0:04 pm, 19/10/2022] Wallace: My NAT type has returned to Moderate after I have opted for the R29 fee to have it open

I see theres a TPLink Archer C20 Router service pending on my account

I spoke to Lebogang yesterday and awaiting feedback stiill

This was his last response: Lebogang: Ok. Sorry for the long wait, I will push them as this is def taking long. so please expect me in the next 15min if not less. To close this Chat, please type: End Chat

And heres the screen shot of the debit order [0:04 pm, 19/10/2022] Webafrica: Looks like you're done, your live chat session (***) has been closed and you're back with Willie again, Press 1 to reopen chat, Press 2 to rate your experience with Yolanda or press 0 to return to the main menu. [0:04 pm, 19/10/2022] Webafrica: 0: Main Menu. 1: Check available internet services in your area. 2: Troubleshoot your connection. 3: Check if you're affected by any outages. 4: Chat to one of our agents. 5: Get an update on your line fault. 6: Search our Knowledgebase Articles for answers. 7: Get your latest Statement emailed to you. [0:05 pm, 19/10/2022] Webafrica: Service Notice

Hi Wallace, we noticed you're currently in our call queue. For much faster assistance try WhatsApp to check your order/service status, troubleshoot your connection, speak to a live chat agent and much more. Type 0 now to view our Menu and get started.