PATHETIC CUSTOMER SERVICE

I would like to lodge a complaint about my internet service provider for the poor communication, misleading information and poor after sales service. I am a full time worker working from home since lockdown started and I have recently changed internet service providers since moving from my previous address.

I enquired about Webafrica last month and before I signed up I explained to them the importance of having my internet installed and connected before the new month started as I was getting ready to move address. For the entire week before moving I had to check in with them as no one had confirmed an exact date as to when they could come out and install at my new place. After many attempts of reaching out I eventually received communication that an installer would be out on his way either the Friday 28th August or the Monday 31st August , however that would have meant that they would not have been able to deliver on my request to have my internet connected in time for the new month as they only deliver the router two days after the installer came out. The installer came out the Monday and the router only came two days later. This meant my internet service was only active 3 days late into the new month which already was a bad experience .

The main concern I then had was if only I had installation on the last day of the month and only had live connection by the 3rd September, when would my billing be due . The agent William I spoke to insisted that because it was already month end my first billing would only be due for payment at the end of September but that my internet would be connected. I am well aware that the internet service provider bills in advance and after speaking to the agent about it he re-assured me that because I had my installation done late and internet only active 3 days late into the new month my debit would only go off at end of September.

A few days later I spoke to Ricardo who assisted with activating my router and then said payment was due. I informed him that one of the agents I spoke to insisted billing is only due at the end of September because of the late installation and that I already used the money thinking it was not needed until month end for payment .

Ricardo said he would escalate what I had told him and never got back to me with the outcome . Today, to my surprise my internet got disconnected with no prior warning, all of this while I was working and lost internet connection whilst I was on a live chat with a client. I had to hotspot from my cell phone to reconnect to the internet so that I could continue with my work .

I am without internet as of this evening and this is due to the misleading info I was initially given and now the service provider has placed me at a disadvantage after their inadequate staff had misled me about when my billing was due .

I also have proof of the conversation between myself and William, the agent I spoke to before Ricardo called. Ricardo said that I will be receiving a call from his manager before end of business and low and behold no one has called just as expected. This level of unprofessionalism needs to be addressed and I would like a prompt response to the dilemma Webafrica have left me in.

Contact number: *** Charnell