Poor cancellation process and disputed billing experience with Webafrica

Thank you for your response and for confirming that the matter has been escalated to the complaints team.I appreciate that a review is being conducted; however, I need to emphasise the urgency of this matter as I have now been negatively impacted by a default listing on my credit profile, which is preventing me from accessing credit.Given the seriousness of this impact, I kindly request:

1. Confirmation of when I can expect feedback from the complaints team
2. That the credit listing and any adverse status be placed on hold pending the outcome of the investigation
3. Written confirmation once the review has been completed, including the outcome regarding cancellation validity and billing reversal

I am willing to cooperate fully to resolve this matter, but I would appreciate clear timelines due to the financial impact this is currently causing.Kind regards,
Chander Marinus ***

Good day, I am writing regarding my fibre installation (***) and to formally explain the reasons for my cancellation request. Throughout the installation process, I experienced repeated issues and delays that made it impossible to proceed with the service:

• Incorrect banking and payment communication led to confusion and unnecessary delays.
• My installation address was captured incorrectly, resulting in the courier being sent to the wrong location.
• I had to repeatedly contact support via WhatsApp to correct issues and reschedule the order.
• The order was cancelled and reprocessed more than once, causing further delays.
• I took leave from work to be available for installation, however the courier arrived with incorrect routing information.
• I am now being required to remain available for the collection of equipment, despite these issues not being caused by me.

Due to these ongoing administrative and logistical problems, I have lost confidence in the ability to proceed with a reliable installation and service. As a result, I hereby request that my account and installation order (***) be cancelled with immediate effect. Kindly also confirm:

• That no further billing or debit orders will be processed
• That my cancellation has been successfully completed
• Any steps required to finalise closure of the account

I trust this matter will be resolved without further inconvenience. Kind regards,
Chander Marinus

Good day,I am writing regarding my fibre installation (***) and to formally explain the reasons for my cancellation request.Throughout the installation process, I experienced repeated issues and delays that made it impossible to proceed with the service:

• Incorrect banking and payment communication led to confusion and unnecessary delays.
• My installation address was captured incorrectly, resulting in the courier being sent to the wrong location.
• I had to repeatedly contact support via WhatsApp to correct issues and reschedule the order.
• The order was cancelled and reprocessed more than once, causing further delays.
• I took leave from work to be available for installation, however the courier arrived with incorrect routing information.
• I am now being required to remain available for the collection of equipment, despite these issues not being caused by me.

Due to these ongoing administrative and logistical problems, I have lost confidence in the ability to proceed with a reliable installation and service.As a result, I hereby request that my account and installation order (***) be cancelled with immediate effect.Kindly also confirm:

• That no further billing or debit orders will be processed
• That my cancellation has been successfully completed
• Any steps required to finalise closure of the account

I trust this matter will be resolved without further inconvenience.Kind regards,
Chander Marinus

this is the email i sent : Chander marinus ***. Ref number : ***. Address : 68 Olympic crescent, silvertown
Chander Marinus <***> | 6 Aug 2024, 10:21 | |
to complaints





Good dayI would like to lay a complaint. I ordered uncapped fibre a while ago. Firstly the guy asked for my banking details and i gave it , he told me a debit order will go off. A week later i get an sms that they cancelling my order if i dnt make payments, then i made payments immediately. This prolonged the order Then a guys took down the wrong address. And the courier guy had to turn around. I then had to whatsapp and speak to an agent. They then canceled that order and replace another. Also prolonged my order. I took leave yesterday to wait on the courier, he came twice and gave me 2 routes. Now they want to be be ready at home in order for them 2 collect the second route, which isn't my fault. I'm now waiting on them to install. I am upset and disappointed in the services. I desperately need fibre. I'm not happy with this services and all the mistakes made. Regards Chander

ood day,I am writing to formally dispute the outstanding balance on my account (***), which has now escalated to R3248.13.I have since discovered that previous billing communication was sent to my junk mail, and I acknowledge that I did not see those emails at the time. However, the charges relate to a service that was never successfully installed or delivered due to repeated administrative and operational failures.To summarise my experience:

• My initial order was delayed due to incorrect payment handling and communication
• My address was captured incorrectly, resulting in failed courier delivery
• The order had to be cancelled and reprocessed, further delaying installation
• I took leave from work to accommodate installation, but the process failed due to incorrect routing and coordination
• I made multiple attempts to resolve the matter through support channels without success

Due to these ongoing issues, I cancelled the service as I had lost confidence in the process. At no point did I receive a functioning fibre installation or usable service.Given these circumstances, I believe it is unfair for me to be held liable for the full amount currently outstanding, especially as the service was never properly delivered.I am therefore requesting that:

• The outstanding balance be reviewed and fairly adjusted or written off, considering the service failures
• Any handover or collections process be placed on hold while this dispute is being investigated
• We reach a reasonable resolution that reflects the actual service received (or lack thereof)

I am willing to cooperate in resolving this matter, but I cannot accept liability for charges tied to a failed installation process.Please treat this as a formal dispute and provide written confirmation of the outcome.Kind regards,
Chander Marinus

Hi Webafrica Crew,Thank you for your response and for escalating the matter for a full review.I want to reiterate that my dispute is based on the fact that the service was never successfully installed or made available for use, despite the time and multiple attempts involved. As such, I do not believe any charges should apply for a service that was not delivered.I appreciate that this has been marked for urgent attention, and I trust that your review will carefully consider the full installation history, the delays experienced, and the absence of actual service delivery.Please could you also provide a clear timeframe for when I can expect your final written feedback, as I would like this matter resolved as soon as possible.I look forward to your response.Kind regards,
Chander

Hi Webafrica Crew,Thank you for the update and for continuing to prioritise the review.I remain firm in my position that I am not liable for any charges, as the service was never successfully installed or made available for use. I trust that your review of the installation and billing history will reflect this and lead to a fair outcome.I would appreciate being kept informed of any progress, and I look forward to your final written feedback.Kind regards,
Chander

Dear Webafrica Team,I am writing to formally express my disappointment and concern regarding an issue that has significantly impacted my financial standing.Until recently, my credit record was clear. However, due to an apparent listing associated with your company, my name has now been negatively affected. As a result, I am currently unable to access credit, which is both distressing and unacceptable given that I have not knowingly defaulted in a manner that justifies this outcome.I request that you urgently investigate this matter and provide a full explanation of how this listing occurred. If this has been reported in error, I expect immediate corrective action to be taken with all relevant credit bureaus to restore my record without delay.Please treat this matter with the urgency it deserves, as it is having a direct and serious impact on my ability to manage my financial affairs.I would appreciate a prompt response outlining the steps you will take to resolve this issue.Kind regards,image.png 17.48 KB
Chander