Poor client service, deceptive products and no follow through

After having a fibre product for 3 years at Webafrica, we moved to a new property and completed Webafrica's 'move my internet' journey to move the product from our old property to the new one.

**Frustration 1** The request was done at the start of April 2025, almost a full month before we moved. Fast forward 6 weeks and we've moved into the new property, with no Fibre or any tangible next steps on when the fibre installation will be completed. Due to lack of feedback or action I end up cancelling my product

**Frustration 2** During the cancellation process I was told that I had to pay a cancellation fee on my router (which I've had for 3 years) - a nice little Ts&Cs they introduced to 'make prices cheaper' on newer contracts (the one I wanted to cancel - meaning with wasn't even fulfilled yet), where in actual fact it was a mechanism introduced to keep clients from leaving (who has to pay R999 to cancel a month-to-month product/service).

After a long discussion with the agent they finally inform me that the product would be cancelled without having to pay the ridiculous return fee for the router. Happy with the end result I go away thinking the issue has been resolved and they simply need to collect the router.

**Frustration 3** End of March 2025 - I receive an invoice for R999.00 (Clawback - free-to-use router), and I immediately speak to an agent to find out what is going on. After several discussions with multiple agents, each giving me different information, the collection of the device is arranged. Once again I think this is the last step of this horrible experience.

The router eventually gets collected and I think it's done

**Frustration 4** 2 May 2025 - Debit order for R999.00 goes of on my account - After multiple confirmations that I would not be charged. I, ONCE AGAIN, speak to multiple agents, each giving me different outcomes and next steps. The only consistent piece of information is that I'd be refunded for the 'incorrect debit order'

**Frustration 5** As of the date of this review (3 July 2025) I have reached out no less than 20 times to find out when the refund will happen. It's been more than 2 months since the money was taken from my account.

Webafrica - What the hell?