Pathetic Service Provider!!!

I've been poorly assisted, I requested a refund on a double deduction or atleast have my accredited to avoid a deduction. I've been chatting to several *********** sales agents, who is unable to assist me because they don't have a manager or headoffice who deals with client complaints. You can't even call their headoffice because it doesn't exist, if you call you end up chatting to sales personnel only. Webafrica is a *****ulent company only wanting to make sales, they have no other departments except for the CEO who profits from the business. I am frustrated, causing of poor service and lack of competence & zero client centric.

Please see below their lack of competence:

[07/06, 12:48] Wifi Institutions: *Thandolwethu S.*: Thank you so much for your time, if you are satisfied that I have attended to your query then please type "end chat", however, if you could spare a few seconds please complete the two simple survey questions that will follow after you have typed end chat. I wish on you an awesome day further. [07/06, 13:27] Wifi Institutions: Looks like you’re done! Your session (***) has been closed. You’re back with Willie now. Press *1* to reopen chat, press *2* to rate your experience with *Thandolwethu* or press *0* for the main menu. [07/06, 13:28] Jenay: I didn't have a problem with the agent, my problem is with the business. [07/12, 09:32] Wifi Institutions: Thanks! We will connect you to the next available agent as soon as possible.

Need to go grab a cuppa? No problem! Just keep an ear out for when we message you on this platform. [07/12, 10:15] Wifi Institutions: Mmm… this is taking a little longer than usually. Sit tight while I find an available agent for you. In the meantime, why not try find your answer in one of our KB articles: https://bit.ly/WA-KB [07/12, 10:31] Wifi Institutions: Mmm… this is taking a little longer than usually. Sit tight while I find an available agent for you. In the meantime, why not try find your answer in one of our KB articles: https://bit.ly/WA-KB [07/12, 11:01] Wifi Institutions: Sorry for the wait! We’re experiencing an influx of requests at the moment and working through them as fast as possible. I’ll transfer you as soon as an agent becomes available. [07/12, 11:01] Wifi Institutions: *Asanda*: Hi there, my name is Asanda, how can I assist you today? [07/12, 11:03] Jenay: Hi, I'm following up on my incident. I received no further communication about my refund, it's a week now since our last communication. No one has emailed me or called me. [07/12, 11:04] Jenay: Looks like you’re done! Your session (***) has been closed. You’re back with Willie now. Press *1* to reopen chat, press *2* to rate your experience with *Thandolwethu* or press *0* for the main menu. [07/12, 11:05] Jenay: I forwarded the reference number and the last consultant I chatted with [07/12, 11:09] Wifi Institutions: *Asanda K.*: Certainly Jenay, I know how concerning it can be when there is no feedback on your refund after a week. I would be happy to check the progress for you. Please share email address and cell phone number linked your account? [07/12, 11:12] Wifi Institutions: *Asanda K.*: Thank you please hold for me to load the profile I will be with you shortly [07/12, 11:15] Wifi Institutions: *Asanda K.*: Thank you for holding, I have checked and this is the feedback that was sent on the 10th of July "Hope you are well. Thank you for your email request. The client has been added onto the Vumatel refund list for review and approval. These usually take between 10 – 15 business days and once approved the customer will receive an email from PayFast (***) to confirm their banking details in order for the funds to be moved from their PayFast wallet into their bank account. NB: Please note refund timescale is based on when client responds to email from PayFast. Kind Regards " [07/12, 11:45] Wifi Institutions: *Asanda K.*: Please wait for the email from payfast [07/12, 11:55] Wifi Institutions: *Asanda K.*: Thank you for contacting Webafrica. Kindly close this chat by typing "endchat". Have a wonderful day further. [07/12, 12:09] Wifi Institutions: Looks like you’re done! Your session (***) has been closed. You’re back with Willie now. Press *1* to reopen chat, press *2* to rate your experience with *Asanda* or press *0* for the main menu. [08/01, 12:17] Wifi Institutions: Thanks! We will connect you to the next available agent as soon as possible.

Need to go grab a cuppa? No problem! Just keep an ear out for when we message you on this platform. [08/01, 12:56] Wifi Institutions: Mmm… this is taking a little longer than usually. Sit tight while I find an available agent for you. In the meantime, why not try find your answer in one of our KB articles: https://bit.ly/WA-KB [08/01, 13:39] Wifi Institutions: Sorry for the wait! We’re experiencing an influx of requests at the moment and working through them as fast as possible. I’ll transfer you as soon as an agent becomes available. [08/01, 13:50] Wifi Institutions: This is taking much longer than usual. I am putting your request on high priority for an agent to get back to as soon as possible. Sit tight, we’ll get you help as soon as possible. [08/01, 14:06] Wifi Institutions: This is taking much longer than usual. I am putting your request on high priority for an agent to get back to as soon as possible. Sit tight, we’ll get you help as soon as possible. [08/01, 14:19] Wifi Institutions: *Thobile*: Hi there, my name is Thobile, how can I assist you today? [08/01, 14:21] Wifi Institutions: *Thobile N.*: Thank you for reaching webafrica. Kindly provide me with your ID number, Email address and cellphone number [08/01, 14:24] Wifi Institutions: *Thobile N.*: Thank you for details. How may I assist you today [08/01, 14:25] Jenay: I'm following up on an old enquiry. I haven't received any communication since my last chat. [08/01, 14:26] Jenay: *Asanda K.*: Thank you for holding, I have checked and this is the feedback that was sent on the 10th of July "Hope you are well. Thank you for your email request. The client has been added onto the Vumatel refund list for review and approval. These usually take between 10 – 15 business days and once approved the customer will receive an email from PayFast (***) to confirm their banking details in order for the funds to be moved from their PayFast wallet into their bank account. NB: Please note refund timescale is based on when client responds to email from PayFast. Kind Regards " [08/01, 14:29] Wifi Institutions: *Thobile N.*: Please hold [08/01, 14:33] Wifi Institutions: *Thobile N.*: Kindly note that 15 working days is not over [08/01, 14:39] Jenay: You guy's debited my account today and you said between 10-15days, so clearly you are not planning refund me even after showing you the proof. The 15th day is tomorrow, by now you should have feedback. [08/01, 14:46] Wifi Institutions: *Thobile N.*: Kindly note you added on the refund list [08/05, 10:47] Wifi Institutions: *Marisha*: Hi there, my name is Marisha, how can I assist you today? [08/05, 10:52] Jenay: Hi, I'm following up on my refund request. [08/05, 10:52] Jenay: 15 days past [08/05, 10:53] Jenay: *Asanda K.*: Thank you for holding, I have checked and this is the feedback that was sent on the 10th of July "Hope you are well. Thank you for your email request. The client has been added onto the Vumatel refund list for review and approval. These usually take between 10 – 15 business days and once approved the customer will receive an email from PayFast (***) to confirm their banking details in order for the funds to be moved from their PayFast wallet into their bank account. NB: Please note refund timescale is based on when client responds to email from PayFast. Kind Regards " [08/05, 11:10] Wifi Institutions: You are being *transferred* to an agent, please wait while I connect you... [08/05, 11:37] Jenay: The service I'm receiving is really bad. I need to start looking for a different service provider. [08/05, 11:37] Wifi Institutions: 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*. [08/05, 11:51] Wifi Institutions: Mmm… this is taking a little longer than usually. Sit tight while I find an available agent for you. In the meantime, why not try find your answer in one of our KB articles: https://bit.ly/WA-KB [08/05, 12:04] Wifi Institutions: Mmm… this is taking a little longer than usually. Sit tight while I find an available agent for you. In the meantime, why not try find your answer in one of our KB articles: https://bit.ly/WA-KB [08/05, 12:19] Wifi Institutions: Sorry for the wait! We’re experiencing an influx of requests at the moment and working through them as fast as possible. I’ll transfer you as soon as an agent becomes available. [08/05, 12:32] Wifi Institutions: Sorry for the wait! We’re experiencing an influx of requests at the moment and working through them as fast as possible. I’ll transfer you as soon as an agent becomes available. [08/05, 12:40] Wifi Institutions: *Aneth*: Hi there, my name is Aneth, how can I assist you today? [08/05, 12:46] Jenay: Hi, I'm following up on my refund request. [08/05, 12:46] Jenay: 15 days past [08/05, 12:46] Jenay: *Asanda K.*: Thank you for holding, I have checked and this is the feedback that was sent on the 10th of July "Hope you are well. Thank you for your email request. The client has been added onto the Vumatel refund list for review and approval. These usually take between 10 – 15 business days and once approved the customer will receive an email from PayFast (***) to confirm their banking details in order for the funds to be moved from their PayFast wallet into their bank account. NB: Please note refund timescale is based on when client responds to email from PayFast. Kind Regards " [08/05, 12:49] Wifi Institutions: *Aneth D.*: I can understand the concern of waiting for a refund, I will look into this for you to check the progress of the refund. Please provide me with your email address and cell phone number linked to your account. [08/05, 12:53] Wifi Institutions: *Aneth D.*: Thank you, please hold while I look into your account to further assist. [08/05, 12:55] Wifi Institutions: *Aneth D.*: Thank you for holding, just to confirm, did you get an email from Pay Fast asking you to confirm your banking details? [08/05, 12:56] Jenay: Not yet and I want to know why the delay, otherwise, I'm going to cancel my WiFi and still want my refund, seeing that you double debited my account. [08/05, 12:57] Wifi Institutions: *Aneth D.*: Can you please check your spam folder as well [08/05, 12:58] Jenay: I will do so now [08/05, 12:59] Wifi Institutions: *Aneth D.*: Thank you, please advise once you have checked [08/05, 12:59] Jenay: Nothing [08/05, 13:00] Jenay: Correct [08/05, 13:00] Jenay: I get my statements every month on that email address [08/05, 13:01] Jenay: I never had an email address like that [08/05, 13:02] Wifi Institutions: *Aneth D.*: This is the email address on the back-end (Vuma systems) it could be that an email was sent to that email [08/05, 13:03] Wifi Institutions: *Aneth D.*: What I will do, is send communication to Finance to make them aware that the correct email address is this one: ***, as right now we cannot confirm which email Pay Fast used [08/05, 13:03] Jenay: It does not exist they would have noticed that it would bounce back, so I do not believe this, because from the very first day of signed up with you people that was the only email address I provided. [08/05, 13:05] Jenay: You can do that, in the mean time, I will look for another provider who has a head office I can go to or contact when I have issues like this. [08/05, 13:05] Wifi Institutions: *Aneth D.*: I cannot confirm information upon sign up, but because that email address is on the back-end could mean that either the email was sent to that email or it has not been sent as yet. I cannot confirm because the email is sent by Pay Fast and not Webafrica [08/05, 13:05] Wifi Institutions: *Aneth D.*: I will follow up on this and ask for a confirmation whether it has been sent or not yet, and if it has been sent they will confirm which email was used [08/05, 13:06] Wifi Institutions: *Aneth D.*: In the process I will provide the email address that you are currently using, I understand how important it is for you to get this refund ASAP [08/05, 13:07] Jenay: Yes, I need my money and I'm not happy about the service [08/05, 13:10] Wifi Institutions: *Aneth D.*: I can understand your concern, refunds may be lengthy at times as it involves other third parties in the process but I also do understand that it is important for you, rest assured that this will be attended to for you [08/05, 13:15] Jenay: Don't have a policy that says 10-15days and then nothing happens [08/05, 13:16] Jenay: I will wait it out and if you people debit again and I didn't get my refund then I will cancel my service with you and switch to another. [08/12, 09:07] Wifi Institutions: *Shamiema*: Hi there, my name is Shamiema, how can I assist you today? [08/12, 09:13] Wifi Institutions: *Shamiema A.*: Welcome Jenay. [08/12, 09:13] Jenay: I want to enquire about crediting my account seeing that payfast hasn't emailed me yet [08/12, 09:14] Jenay: I wanted a refund but still no response, so i want the refund to be credited, so you don't deduct my next payment date [08/12, 09:16] Wifi Institutions: *Shamiema A.*: Kindly provide me with your email and cell number so I may check if credit was added to your account or if a refund was requested. [08/12, 09:21] Wifi Institutions: *Shamiema A.*: Thank you, kindly hold as I locate your account. [08/12, 09:27] Wifi Institutions: *Shamiema A.*: Thank you, please provide me with your bank statement in pdf form as finance does not accept the screenshots that were provided. [08/12, 09:36] Wifi Institutions: *Shamiema A.*: Apologies Jenay, the agent that had assisted with the refund should have advised you. [08/12, 09:37] Wifi Institutions: *Shamiema A.*: Please send it via the chat. [08/12, 09:52] Wifi Institutions: *Shamiema A.*: Yes, I got it. Thank you. [08/12, 10:03] Wifi Institutions: *Shamiema A.*: Thank you, kindly hold as I check. [08/12, 10:06] Wifi Institutions: *Shamiema A.*: It is July's statement yes, Jenay do you know how to get a payment of notification on the banking app? That will make it easier to trance the payments as well so I will be needed that as well to avoid two weeks passing by then having finance request it. [08/12, 10:12] Wifi Institutions: *Shamiema A.*: A payment of notification is received by the bank which can be found on the banking app. It has a unique reference number used to trace the payment. [08/12, 10:13] Jenay: So you want more proof that deduction went off [08/12, 10:14] Jenay: This is very frustrating and an inconvenient to a client. [08/12, 10:15] Wifi Institutions: *Shamiema A.*: I had sent off your information and requested for the credit. Please allow for 24-48 business hours for feedback from Finance. [08/12, 10:15] Jenay: You tell me, where on my banking app am i suppose to find notifications? [08/12, 10:17] Wifi Institutions: *Shamiema A.*: The reason for me asking for the information was to make sure that all the documents are provided that is requested so that Jenay is not further inconvenienced. I had requested for the credit with the documents received and is awaiting feedback from Finance. [08/12, 10:20] Wifi Institutions: *Shamiema A.*: No problem, I understand Jenay. [08/12, 10:20] Wifi Institutions: *Shamiema A.*: I believe that I was able to assist by requesting credit for your double payment in July, is there anything else I may further assist with Jenay? [08/27, 15:53] Wifi Institutions: Thanks! We will connect you to the next available agent as soon as possible.

Need to go grab a cuppa? No problem! Just keep an ear out for when we message you on this platform. [08/27, 16:55] Wifi Institutions: *Jayalutchmie Vanz David*: Hi Jenay Lee, it seems there hasn't been communication between you and our agent for some time. This chat will now be closed. If you'd still like to speak to an agent, please start a new chat session.The new agent will have a copy of your last conversation. [08/29, 15:21] Wifi Institutions: *Sinovuyo S.*: That is quite a while waiting on your refund I can understand your concern, please excuse me while I access your profile so I can advise. [08/29, 15:24] Wifi Institutions: *Sinovuyo S.*: Thank you confirming the details for me, I see the was is feedback on the matter and they request payment confirmation from your bank and it must be in a PDF format [08/29, 15:28] Wifi Institutions: *Sinovuyo S.*: Thank you Janay, please stay online for me [08/29, 15:32] Wifi Institutions: *Sinovuyo S.*: Thank you Jenay, I have sent through the payment confirmation for you, please do a follow up on this within the next 48 hours. [08/29, 15:40] Wifi Institutions: Thank you Jenay, please see email sent [08/29, 15:40] Jenay: Oh, I read too quickly. So I need to follow up with you guys again to repeat myself again. It's a pity I can't call a head office or speak to management to get my account credited. [08/29, 15:42] Wifi Institutions: *Sinovuyo S.*: *** the next agent can refer to this reference number no need to repeat your self [08/29, 15:44] Wifi Institutions: *Sinovuyo S.*: Thank you Jenay, is there anything else you would like me to assist you with? [09/02, 08:21] Wifi Institutions: *Tiffanys*: Hi there, my name is Tiffanys, how can I assist you today? [09/02, 08:22] Jenay: Hi

I'm doing a follow up after waiting 48hours

*** [09/02, 08:24] Wifi Institutions: *Tiffanys S.*: Is this for no internet connection ? [09/02, 08:25] Jenay: No my dear, a refund request. The last 3 agents i spoke to knows the case and the last agent said you will know after i give you the reference number. [09/02, 08:25] Jenay: Looks like you’re done! Your session (***) has been closed. You’re back with Willie now. Press *1* to reopen chat, press *2* to rate your experience with *Sinovuyo* or press *0* for the main menu. [09/02, 08:26] Jenay: *Sinovuyo S.*: *** the next agent can refer to this reference number no need to repeat your self [09/02, 08:26] Wifi Institutions: *Tiffanys S.*: I do apologize for the inconvenience. One moment while I transfer you to the correct department as this is Sales. [09/02, 08:30] Wifi Institutions: You are being *transferred* to an agent, please wait while I connect you... [09/02, 08:40] Jenay: You guys are really ****mers, I've been chatting to only sales agents. You have no other departments or managers to connect with. All staff on this chat is *********** and ****mers because I've been poorly assisted. So you go ahead and pretend to transfer me as you are unable to assist me. I'm putting you people on Hello Peter. The assistance for a refund or credit has been pathetic, the reference number clearly doesn't help, cause Tiffanys had to asl me what am I inquiring about.

*** is about a double deduction done in July & all I wanted was to be assisted with a refund or a credit to my profile so you don't have to deduct again, but you people are unequivocally unprofessional and *********** to assist. I'm going to copy and paste the poor service on Hello Peter. I'll rather pay Telkom thousand rands than paying you for poor service, no headoffice or department to speak to telephonically. This has been a weekly struggle & time consuming trying to get my money back owed to me. [09/02, 08:40] Wifi Institutions: 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*. [09/02, 09:08] Wifi Institutions: Mmm… this is taking a little longer than usually. Sit tight while I find an available agent for you. In the meantime, why not try find your answer in one of our KB articles: https://bit.ly/WA-KB [09/02, 09:19] Wifi Institutions: Mmm… this is taking a little longer than usually. Sit tight while I find an available agent for you. In the meantime, why not try find your answer in one of our KB articles: https://bit.ly/WA-KB