Paying for a service which I'm not receiving

To start off, after numerous phone calls and without getting a proper resolution to the problem, I've decided to take this matter to hellopeter. It is not something I usually do, but feel that there is not other choice but by going to social media.

My internet package with WebAfrica consist of the following: * 100mb/s fibre download speed * 20mb/s fibre upload speed * Uncapped * R999.00 per month

My internet was activated mid October 2017 and since it's been activated I had issues regarding billing disputes and internet speed. I do understand that Octotel is also part of this, but my contract/subscription is with WebAfrica.

My first issue is that my services constantly gets suspended due to none payment which doesn't make sense as I upload my own proof of payment and receive my ticket number immediately once I've uploaded the proof of payment. Every single time I need to reactivate my service I need to go through the process by re-submitting my proof of payment and wait a duration of time before they can re-activate it. Last week Friday (26/01/2018) was my absolute last with your accounting department. Your consultant was absolutely rude, not giving me a chance to speak and not being helpful at all, saying that she'll only reactivate my service once I submit proof of payment, but due to it being after 5pm already it will only be reactivated on Monday. I completely lost it and demanded to speak to a manager, which none were available due it being after 5pm, I then said to your consultant I will take this to hellopeter should my services not be re-activated, she then rep**** saying that if that's what I feel like I'm welcome to do so, and completely treated me as if I'm in the wrong and blaming me for payment that's not been done. My reference to this payment is that of the 23rd of December 2017. After a scream and shout battle she assisted by reactivating the services and made note to follow up on the Sunday if all is still ok. She then transferred me to one of the technical consultants to assist me with my internet speed.

Next chapter...

I've bee paying each month, from the 1st of November 2017, R999.00 per month for the service listed above. Now, the issue here is, is that I'm only getting 15-20mb/s downloading speed and not the 100mb/s which I'm paying for. I did the necessary tests and logged the issue and phoned them and still nothing!! The one is blaming the other, and every time I speak to a technical consultant I get a a different story, which I'm not interested in.

The last conversation regarding my technical issue happened on Friday (26/01/2018), where I was assured that my rooter will swapped with a newer one as they feel the issue is with the router. I was also informed that Octotel is refusing to come out as the problem is not on their side, and WebAfrica is not willing to assist by double checking the line as there will be additional costs involved which they're not prepared to cover... can you believe??? Today is Wednesday, and still, no phone call, no follow up, no feedback, no update no nothing. This is now the 6th time I'm walking down the same path. Your service is disgusting, to put it politely.

I even bought a TP Link WiFi extender, to assist with the pathetic wifi signal I'm having in a two bedroom apartment.

Lastly, when my services were activated for the first time, i was assured that I wont be charged for the last week of October due to my 1st payment going off on the 1st of November 2017, as payments needs to be made in advance. I did not received an invoice for the last week of October but only for the month of November, which I paid. At the end of December I received an Invoice for the amount of R250.00 that needs to be paid for the last week of October. I queried this how many times, and without any success they still require the payment to be made. I honestly don't understand why all of the sudden I only received the invoice in December, where it should've been sent through to at the end of October? And why are they requesting payment if I was told a different story?

I am disgusted, fed-up, frustrated, irritated, annoyed, outraged about the unprofessional, unacceptable, poor performance I received from WebAfrica.

This needs to be sorted out now. I expect a credit on the payments I made for a service I'm not getting and honestly want to see an improvement regarding customer services, billing and technical support . I expect my internet speed to be sorted out immediately and that you get hold of me to arrange access to my apartment, this can be done within this week, not next week or next month!

Regards Jeandre