1 reviews | Active since Jun 2018
Ongoing Billing Discrepancies, Poor Service, and Lack of Resolution – Webafrica
I am lodging a formal complaint regarding ongoing billing discrepancies and extremely poor customer service from Webafrica.
I have been a Webafrica customer for approximately 4 years. During this time, my fibre package has only been upgraded once—from 25/25 Mbps to 55/25 Mbps—yet my monthly subscription fee has increased between 4 to 6 times. Despite these increases, there has been no corresponding improvement in service quality. In fact, my connection speeds and overall service reliability have deteriorated.
Up until March 2026, I was paying R699 per month for my 55/25 Mbps package. However, upon receiving my April 2026 invoice, I noticed that the fee had increased to R749 without any clear or valid justification. When I queried this on 31 March (after a failed debit attempt due to the unexpected higher amount), I was provided with a pricing notice by a Webafrica agent. This notice indicated that:
The previous price for my plan was R669 The new price after the increase is R719 The stated increase is R50
This directly contradicts the R749 amount reflected on my invoice. To date, no agent has been able to explain why I am being charged more than the official pricing provided by Webafrica themselves.
Furthermore, the level of customer service I have received has been unacceptable:
I have repeatedly been transferred between agents without resolution I am required to restate my issue each time Agents indicate they are “looking into the matter” but never revert Chats are prematurely closed with claims of “no response from my side,” despite me actively waiting for feedback Promised escalations to premium support have not materialized
As of today, 2 April 2026, I have been attempting to resolve this matter since 07:33 AM without success and continue to be passed from one agent to another with no accountability or resolution.
This experience has been both frustrating and concerning. I will be attaching all relevant conversations and supporting documentation as evidence of both the billing discrepancies and the lack of service.
I urge Webafrica to:
Provide a clear and accurate explanation for the billing discrepancy Correct the invoice to reflect the appropriate pricing Ensure accountability within their support teams to prevent customers from being endlessly passed between agents
I also encourage other Webafrica customers to review their invoices carefully and compare them against the official pricing structures. If you are experiencing similar discrepancies, please share your experience and provide supporting evidence, as I intend to escalate this matter to the relevant Ombudsman.
This matter requires urgent attention.
#Webafrica #ConsumerRights #BillingDispute #FibreInternet #SouthAfrica
Thank you for taking the time to share your concerns. We completely understand how frustrating this situation must be, especially with the billing discrepancies and the difficulties you’ve experienced while trying to get support. We appreciate the level of detail you’ve provided and acknowledge the impact this has had on your experience with us.
We’ve reviewed your account and can confirm that your service was R699 per month until 1 April 2026. Our Fibre network partners—the companies that own and maintain the physical infrastructure in your area—have recently announced wholesale price increases. Due to this adjustment, an additional R50 was app****, making your new monthly total R749 (R699 + R50).
These network-level changes affect all Internet Service Providers using these networks, not just Webafrica. While we always work hard to keep our pricing competitive and absorb increases where possible, the adjustment in this case is significant enough that it must be passed on to customers.
We also want to acknowledge your experience with our support team. We’ve shared your feedback with our Service Quality Team so they can review and improve response times, accountability, and communication, ensuring a better experience for all clients in the future.
We appreciate your patience and understanding as these necessary changes are implemented.
Warm regards,
Webafrica Crew
Thank you for taking the time to share your concerns. We completely understand how frustrating this situation must be, especially with the billing discrepancies and the difficulties you’ve experienced while trying to get support. We appreciate the level of detail you’ve provided and acknowledge the impact this has had on your experience with us.
We’ve reviewed your account and can confirm that your service was R699 per month until 1 April 2026. Our Fibre network partners—the companies that own and maintain the physical infrastructure in your area—have recently announced wholesale price increases. Due to this adjustment, an additional R50 was app****, making your new monthly total R749 (R699 + R50).
These network-level changes affect all Internet Service Providers using these networks, not just Webafrica. While we always work hard to keep our pricing competitive and absorb increases where possible, the adjustment in this case is significant enough that it must be passed on to customers.
We also want to acknowledge your experience with our support team. We’ve shared your feedback with our Service Quality Team so they can review and improve response times, accountability, and communication, ensuring a better experience for all clients in the future.
We appreciate your patience and understanding as these necessary changes are implemented.
Warm regards,
Webafrica Crew
That does not make sense. Did you guys look at the pricing list I was sent by your agents confirming that the plan I was on was R669, and with the increase, it is now R719.
I am still currently chatting to one of your agents Nonkululeko M and she just sent a message satting that I am currently on a legacy package and these packages have been discontinued and are no longer available to new customers, but they are still maintained for clients who are already on them.
The correct price is R719 and NOT R749. See attached screenshot and let me know if what you are saying makes sense.
She is apparently logged a ticket with Finance to have this resolved. Please see a screenshot of the conversation and make it make sense why you guys are lying instead of resolving the issue.
Add to Webafrica response .png 394.36 KB
That does not make sense. Did you guys look at the pricing list I was sent by your agents confirming that the plan I was on was R669, and with the increase, it is now R719.
I am still currently chatting to one of your agents Nonkululeko M and she just sent a message satting that I am currently on a legacy package and these packages have been discontinued and are no longer available to new customers, but they are still maintained for clients who are already on them.
The correct price is R719 and NOT R749. See attached screenshot and let me know if what you are saying makes sense.
She is apparently logged a ticket with Finance to have this resolved. Please see a screenshot of the conversation and make it make sense why you guys are lying instead of resolving the issue.
Add to Webafrica response .png 394.36 KB
Thank you for reaching out and sharing all the details regarding your billing concern. We completely understand how frustrating it must be to have conflicting information and to feel uncertain about the correct pricing for your package.
We’ve arranged for our Finance Team to review your account and reach out to you directly to provide clarity and address your concerns. Your feedback and the screenshots you provided will also be submitted to our Service Quality Team to ensure we continually improve how we handle these matters.
We appreciate your patience while the Finance Team works on resolving this for you.
Warm regards,
Webafrica Crew
Thank you for reaching out and sharing all the details regarding your billing concern. We completely understand how frustrating it must be to have conflicting information and to feel uncertain about the correct pricing for your package.
We’ve arranged for our Finance Team to review your account and reach out to you directly to provide clarity and address your concerns. Your feedback and the screenshots you provided will also be submitted to our Service Quality Team to ensure we continually improve how we handle these matters.
We appreciate your patience while the Finance Team works on resolving this for you.
Warm regards,
Webafrica Crew