Poor communication bad service

Dear Web Africa Management,

I am writing to formally lodge a complaint regarding the extremely poor service, incorrect billing, and mishandling of my account despite numerous attempts to resolve the issue through your support channels.

On 12 February 2025, I app**** for Web Africa services. After several unsuccessful attempts to process the order, I was debited, yet no service or equipment was delivered. After multiple attempts to contact Web Africa for assistance, I requested a cancellation on 12 March 2025, which was acknowledged, and I was refunded.

However, on 17 March 2025, I unexpectedly received a delivery from your courier. The courier informed me that I was required to accept the package and then request a return directly with Web Africa. I immediately contacted Web Africa on the same day (17 March 2025) to request the return. The router remained sealed and unused.

Despite this, Web Africa did not arrange collection, nor communicate any further instruction. Then, on 26 September 2025, I received an email requesting that I return the router. I contacted your online support agent and clearly explained the entire situation. I also made it clear that I would not pay for the return of a router that was delivered long after cancellation, and that Web Africa should collect it from me. The router was finally collected on 29 September 2025.

On 20 November 2025, I then received an email claiming an overdue amount of R999.00, alleging the router was not returned. I contacted Web Africa on the same day, and after extensive back-and-forth, the agent confirmed that the accounts department would correct my account.

Despite this assurance, on 28 November 2025, I was debited R999.00, even though the router was returned and I had communicated with Web Africa promptly and in full compliance.

This experience has been unfair, stressful, and completely unacceptable. I have proof of all communication and documentation supporting my case.