Poor Communication, Internal Confusion & Refund Refusal After Downgrade Request

I am extremely disappointed with Webafrica’s service and internal communication.

At the beginning of the November, I requested a downgrade to my package. This process can only be done via Webafrica’s website — it is not something customers can action themselves beyond submitting the request. Once submitted, everything thereafter is handled entirely on Webafrica’s side.

The downgrade request was processed within the correct timeframe, and the expectation was that my billing amount would be reduced accordingly for the lower speed package.

Instead, I experienced ongoing back-and-forth between multiple departments, with agents clearly unsure of how to handle the request or why it had not been actioned correctly. It later became apparent that Webafrica’s system incorrectly created a new order instead of processing a straightforward downgrade.

Because of this error, I was overcharged. As any reasonable customer would, I requested a refund for the overpayment, as this was not caused by anything on my side.

What made the situation worse was having to explain Webafrica’s own product and website process to an agent, despite not being an employee. This was incredibly frustrating and unprofessional.

I attached the entire ticket history below, clearly showing the inconsistencies and lack of assistance. I was eventually informed that the issue was Webafrica’s fault and that a refund would be processed — only to later be told by someone else that the refund would no longer happen, with no valid explanation.

To be clear:

I followed the correct process

I was within the allowed timeframe

The issue was caused by Webafrica’s system

I was initially advised a refund would be issued

I did nothing wrong, yet I am now being penalised for internal system and communication failures.

This level of service, inconsistency, and accountability is unacceptable, and I expect Webafrica to honour the refund that was promised.

My ongoing ticket is below:

Hi there! *Thank you for your order.* We are currently processing your order and an agent will reach out to you should we require any additional information.

Regards Webafrica. [2025/10/26, 19:25:23] Webafrica: *Webafrica Payment Notice*

Important payment information: *Thank you for your Vuma Reach order!* To proceed with your order and get Fibre installed, make your first payment now via https://pay.webafrica.co.za.

Regards Webafrica. [2025/11/04, 14:00:59] Webafrica: *Webafrica Order Update*

Hi there! *Thank you for your order.* We are currently processing your order and an agent will reach out to you should we require any additional information.

Regards Webafrica. [2025/11/21, 10:07:24] Webafrica: ‎This business is now using a secure service from Meta to manage this chat. Tap to learn more. [2025/12/01, 08:55:38] Webafrica: *Webafrica Payment Notice*

Important payment information: *Thank you for your Vuma Reach order!* To proceed with your order and get Fibre installed, make your first payment now via https://pay.webafrica.co.za.

Regards Webafrica. [2025/12/01, 08:56:25] Carryn: Hi [2025/12/01, 08:56:32] Webafrica: Hi Carryn, thank you for making use of our Live Chat support chat.

Our friendly bot, Willie will try to answer any questions you may have.

You may also use the following menu shortcuts (type the shortcut in bold below).

*0*: Main Menu. *1*: Check available internet services in your area. *2*: Troubleshoot your connection. *3*: Check if you're affected by any outages. *4*: Chat to one of our agents. *5*: Get an update on your line fault. *6*: Search our Knowledgebase Articles for answers. [2025/12/01, 08:56:33] Webafrica: Hello 👍 [2025/12/01, 08:56:40] Carryn: 4 [2025/12/01, 08:56:44] Webafrica: Thanks Carryn Chelsea Kapp. Please choose the appropriate option below so that we may direct your chat to the correct department.

*1*: I have a billing enquiry. *2*: My service was recently activated, I need help setting it up. *3*: I need an order, delivery or installation update. *4*: I want to order a service/product. *5*: I have a connection/speed issue. [2025/12/01, 08:56:48] Carryn: 1 [2025/12/01, 08:56:53] Webafrica: 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. [2025/12/01, 08:56:59] Carryn: Ok [2025/12/01, 08:57:03] Webafrica: 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*. [2025/12/01, 09:46:56] Webafrica: 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 [2025/12/01, 09:47:18] Carryn: Ok [2025/12/01, 09:47:23] Webafrica: 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*. [2025/12/01, 10:01:44] Webafrica: 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. [2025/12/01, 10:16:45] Webafrica: 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. [2025/12/01, 10:31:38] Webafrica: 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. [2025/12/01, 10:46:15] Webafrica: 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. [2025/12/01, 11:01:17] Webafrica: Hi there, Willie-the-bot here...

Apologies for keeping you waiting, it seems all our agents are currently busy.

I’ve sent a request to our agents to reach out to you as soon as they’re available. Please keep an eye on your messages during our office hours.

In the meantime, perhaps I can assist? Type *0* to see the *main menu.* [2025/12/01, 11:01:40] Carryn: 0 [2025/12/01, 11:01:44] Webafrica: *0*: Main Menu. *1*: Check available internet services in your area. *2*: Troubleshoot your connection. *3*: Check if you're affected by any outages. *4*: Chat to one of our agents. *5*: Get an update on your line fault. *6*: Search our Knowledgebase Articles for answers. [2025/12/01, 11:01:49] Carryn: 4 [2025/12/01, 11:01:53] Webafrica: Thanks Carryn. Please choose the appropriate option below so that we may direct your chat to the correct department.

*1*: I have a billing enquiry. *2*: My service was recently activated, I need help setting it up. *3*: I need an order, delivery or installation update. *4*: I want to order a service/product. *5*: I have a connection/speed issue. [2025/12/01, 11:01:59] Carryn: 1 [2025/12/01, 11:02:03] Webafrica: Hi there Carryn, thank you for getting in touch with Webafrica. You already have a pending callback with us.

Please be patient as we will connect you to an agent as soon as possible [2025/12/01, 15:06:42] Webafrica: *Aneth*: Hi there, my name is Aneth, how can I assist you today? [2025/12/01, 15:07:14] Carryn: Hi Aneth I downgraded and it was successful but now I am still charged the same price ‎[2025/12/01, 15:07:23] Carryn: ‎<attached: ***0-PHOTO-***.jpg> [2025/12/01, 15:08:42] Webafrica: *Aneth D.*: It is strange that you downgraded but you are still being charged the same price, I can understand the confusion in that. I will have a look into this for you [2025/12/01, 15:08:52] Webafrica: *Aneth D.*: When did you request the downgrade? [2025/12/01, 15:09:33] Carryn: Yes please the beginning of November and it was confirmed the 04 Nov as per the screenshot attached [2025/12/01, 15:12:45] Webafrica: *Aneth D.*: On the 4th, you were provided an update that it is being processed. I will check for you if the downgrade has taken effect, or if it is still pending to take effect [2025/12/01, 15:13:09] Webafrica: *Aneth D.*: May you please verify the email address and cellphone number linked to the account in question [2025/12/01, 15:13:39] Carryn: [removed for privacy] [2025/12/01, 15:14:27] Webafrica: *Aneth D.*: Thank you, please hold while I look into your account to further assist. [2025/12/01, 15:14:34] Carryn: Ok ‎[2025/12/01, 15:17:33] Webafrica: ‎<attached: ***9-PHOTO-***.jpg> [2025/12/01, 15:18:16] Carryn: Ok because the upgrade was instant [2025/12/01, 15:20:55] Webafrica: *Aneth D.*: Downgrades are not instant. I am now transferring you to the Provisioning Team to assist you [2025/12/01, 15:21:06] Carryn: Ok [2025/12/01, 15:21:24] Webafrica: You are being *transferred* to an agent, please wait while I connect you... [2025/12/01, 16:02:17] Webafrica: 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 [2025/12/01, 16:16:53] Webafrica: 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 [2025/12/01, 16:31:32] Webafrica: 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. [2025/12/01, 16:46:08] Webafrica: 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. [2025/12/01, 17:01:05] Webafrica: 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. [2025/12/01, 17:15:46] Webafrica: 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. [2025/12/01, 17:30:20] Webafrica: Hi there, Willie-the-bot here...

Apologies for keeping you waiting, it seems all our agents are currently busy.

I’ve sent a request to our agents to reach out to you as soon as they’re available. Please keep an eye on your messages during our office hours.

In the meantime, perhaps I can assist? Type *0* to see the *main menu.* [2025/12/02, 07:00:54] Webafrica: I’m so sorry we’ve not yet managed to get back to you.

To keep this session open if you’d still like an agent to contact you, simply *type something* below.

Otherwise, you can ignore this message and your session will be *closed at: 2025-12-02 15:21:08* [2025/12/02, 07:49:26] Carryn: Hi [2025/12/02, 07:49:35] Webafrica: Hey! 🤖 [2025/12/02, 08:03:52] Webafrica: *Mogamad*: Hi there, my name is Mogamad, how can I assist you today? [2025/12/02, 08:05:07] Carryn: Hi Mogamad I requested a downgrade the beginning of November and it was told to me it was processed but when December game I was still charged the same amount even tho I requested a downgrade for December [2025/12/02, 08:07:19] Webafrica: *Mogamad S.*: Good day Carryn, Thank you for contacting Web Africa. [2025/12/02, 08:07:34] Webafrica: *Mogamad S.*: I will do my best to help you with your query, but before we get started [2025/12/02, 08:07:35] Webafrica: *Mogamad S.*: I just need you to answer the following security questions related to the account. [2025/12/02, 08:07:39] Webafrica: *Mogamad S.*: Please confirm the following: Are you the account holder? [2025/12/02, 08:07:58] Carryn: Yes my email is [removed for privacy] [2025/12/02, 08:08:49] Webafrica: *Mogamad S.*: Could you kindly confirm your full name, mobile number, email address and ID number linked to your account? [2025/12/02, 08:09:46] [removed for privacy] [2025/12/02, 08:10:04] Webafrica: *Mogamad S.*: Can you please also confirm your full residential address relating to your query? [2025/12/02, 08:10:36] Carryn: [removed for privacy] [2025/12/02, 08:10:58] Webafrica: *Mogamad S.*: Thank you for confirming your details [2025/12/02, 08:11:01] Webafrica: *Mogamad S.*: Please allow me a few moments to load your account. [2025/12/02, 08:11:05] Carryn: Ok [2025/12/02, 08:13:39] Webafrica: *Mogamad S.*: Thank you for your patience [2025/12/02, 08:13:47] Carryn: Ok [2025/12/02, 08:14:08] Webafrica: *Mogamad S.*: Following a few basic checks on our end, I can see that your downgrade was not processed correctly, it was processed as a new order [2025/12/02, 08:14:14] Webafrica: *Mogamad S.*: Let me transfer you to the support team so we can get you sorted out in no time. [2025/12/02, 08:14:42] Carryn: They transferred me to you now what happens with the amount I paid which is incorrect [2025/12/02, 08:16:11] Webafrica: *Mogamad S.*: Please hold while I transfer you. [2025/12/02, 08:16:11] Webafrica: *Mogamad S.*: Our billing team will need to provide you with feedback on the payment [2025/12/02, 08:16:22] Carryn: Ok [2025/12/02, 08:16:35] Webafrica: You are being *transferred* to an agent, please wait while I connect you... [2025/12/02, 09:00:54] Webafrica: 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 [2025/12/02, 09:15:53] Webafrica: 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 [2025/12/02, 09:31:41] Webafrica: 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. [2025/12/02, 09:46:24] Webafrica: 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. [2025/12/02, 09:51:36] Webafrica: *Karabo*: Hi there, my name is Karabo, how can I assist you today? [2025/12/02, 09:52:33] Carryn: Hi Karabo you are the 3rd person I’m talking to I requested a downgrade for December but it was never actioned and I need to be refunded the excess because the fault was not on my end [2025/12/02, 09:57:09] Webafrica: You are being *transferred* to an agent, please wait while I connect you... [2025/12/02, 09:57:34] Webafrica: *Luyanda*: Hi there, my name is Luyanda, how can I assist you today? [2025/12/02, 09:57:58] Carryn: Hi Luyand you are the 4th person I’m talking to I requested a downgrade for December but it was never actioned and I need to be refunded the excess because the fault was not on my end [2025/12/02, 09:59:53] Webafrica: *Luyanda N.*: you requested to downgrade to the 20mbps? [2025/12/02, 10:00:19] Carryn: Yes the beginning of November and received a notification it’s being processed [2025/12/02, 10:02:30] Webafrica: *Luyanda N.*: Alright .i will connect you with our billing team [2025/12/02, 10:02:38] Webafrica: You are being *transferred* to an agent, please wait while I connect you... [2025/12/02, 10:02:55] Carryn: Ok which would be back to the department that sent me to you [2025/12/02, 10:03:00] Webafrica: 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*. [2025/12/02, 10:48:31] Webafrica: 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 [2025/12/02, 11:03:32] Webafrica: 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. [2025/12/02, 11:17:45] Webafrica: 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. [2025/12/02, 11:32:32] Webafrica: 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. [2025/12/02, 11:47:28] Webafrica: 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. [2025/12/02, 12:01:50] Webafrica: 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. [2025/12/02, 12:15:19] Webafrica: Hi there, Willie-the-bot here...

Apologies for keeping you waiting, it seems all our agents are currently busy.

I’ve sent a request to our agents to reach out to you as soon as they’re available. Please keep an eye on your messages during our office hours.

In the meantime, perhaps I can assist? Type *0* to see the *main menu.* [2025/12/03, 07:01:04] Webafrica: I’m so sorry we’ve not yet managed to get back to you.

To keep this session open if you’d still like an agent to contact you, simply *type something* below.

Otherwise, you can ignore this message and your session will be *closed at: 2025-12-03 10:02:57* [2025/12/03, 07:35:34] Carryn: Hi [2025/12/03, 07:35:41] Webafrica: Hi there 🤖 [2025/12/03, 11:39:49] Webafrica: *Tiffaine*: Hi there, my name is Tiffaine, how can I assist you today? [2025/12/03, 11:40:25] Carryn: You are how much person and still don’t have help I was at support billing technical and now billing again [2025/12/03, 11:41:03] Carryn: I requested a downgrade for December but it was never actioned and I need to be refunded the excess because the fault was not on my end [2025/12/03, 11:43:15] Webafrica: *Tiffaine G.*: Hi Carryn [2025/12/03, 11:43:53] Carryn: Hi [2025/12/03, 11:44:59] Webafrica: *Tiffaine G.*: Okay let me do my best to assist you today mam, I see why this would be confusing for you. [2025/12/03, 11:45:38] Webafrica: *Tiffaine G.*: So just to confirm you mentioned that you requested a downgrade for December but the downgrade was not processed am i correct? [2025/12/03, 11:46:18] Carryn: But I got a notification saying it’s in process and nothing was done on your end which is not my fault [2025/12/03, 11:47:59] Webafrica: *Tiffaine G.*: Please confirm your ID number mam [2025/12/03, 11:48:37] Carryn: [removed for privacy] [2025/12/03, 11:49:49] Webafrica: *Tiffaine G.*: When did you request the downgrade and how mam? [2025/12/03, 11:50:01] Carryn: The beginning of November [2025/12/03, 11:53:45] Webafrica: *Tiffaine G.*: On chat? [2025/12/03, 11:59:39] Carryn: No on the website and then I got a WhatsApp about it being processed [2025/12/03, 12:01:07] Webafrica: *Tiffaine G.*: Please show me a screenshot of the whatsapp mam ‎[2025/12/03, 12:01:22] Carryn: ‎<attached: ***7-PHOTO-***.jpg> [2025/12/03, 12:05:00] Webafrica: *Tiffaine G.*: Okay it looks like you had created a new order mam [2025/12/03, 12:05:28] Webafrica: *Tiffaine G.*: Please send me a step by step voice note of how you requested the downgrade ‎[2025/12/03, 12:06:34] Carryn: ‎<attached: ***0-AUDIO-***.opus> [2025/12/03, 12:14:06] Webafrica: *Tiffaine G.*: Okay so basically you requested a new order, not downgrade mam, so basically on the customer zone if you do a downgrade you wont get a message on whatsapp for a downgrade mam [2025/12/03, 12:14:25] Webafrica: *Tiffaine G.*: So what has happened is that order was cancelled because you already have an active line ‎[2025/12/03, 12:15:05] Webafrica: ‎<attached: ***3-PHOTO-***.jpg> [2025/12/03, 12:15:12] Webafrica: *Tiffaine G.*: Pleas see above mam [2025/12/03, 12:15:50] Webafrica: *Tiffaine G.*: Im having a look and seeing another order was done on the 1st of December but it was cancelled because of the same reason [2025/12/03, 12:16:07] Webafrica: *Tiffaine G.*: please show me what steps you are doing on the customer zone mam ‎[2025/12/03, 12:17:12] Carryn: ‎<attached: ***7-AUDIO-***.opus> ‎[2025/12/03, 12:18:58] Carryn: ‎<attached: ***8-VIDEO-***.mp4> [2025/12/03, 12:19:28] Webafrica: *Tiffaine G.*: If there are no downgrades showing mam that means that there are no downgrades available ‎[2025/12/03, 12:19:52] Carryn: ‎<attached: ***0-AUDIO-***.opus> [2025/12/03, 12:20:13] Webafrica: *Tiffaine G.*: It means if you want a cheaper package then you will have to cancel the current package for month end and then set up a new one with a cheaper package to start from the new month ‎[2025/12/03, 12:21:06] Carryn: ‎<attached: ***2-AUDIO-***.opus> [2025/12/03, 12:21:19] Webafrica: *Tiffaine G.*: Please show me what you saw on the customer zone mam ‎[2025/12/03, 12:22:28] Carryn: ‎<attached: ***4-AUDIO-***.opus> ‎[2025/12/03, 12:25:37] Carryn: ‎<attached: ***5-AUDIO-***.opus> [2025/12/03, 12:25:49] Webafrica: *Tiffaine G.*: I cannot recieve videos mam, please may you take screenshots of each step mam that you followed ‎[2025/12/03, 12:27:30] Carryn: ‎<attached: ***7-PHOTO-***.jpg> ‎[2025/12/03, 12:27:31] Carryn: ‎<attached: ***8-PHOTO-***.jpg> ‎[2025/12/03, 12:27:31] Carryn: ‎<attached: ***9-PHOTO-***.jpg> [2025/12/03, 12:43:01] Webafrica: *Tiffaine G.*: Please click on change product mam and show me what it says ‎[2025/12/03, 12:45:49] Carryn: ‎<attached: ***1-PHOTO-***.jpg> ‎[2025/12/03, 12:46:40] Carryn: ‎<attached: ***2-AUDIO-***.opus> [2025/12/03, 12:56:44] Webafrica: *Tiffaine G.*: Okay mam I am just waiting for feedback for you mam [2025/12/03, 12:57:06] Carryn: Ok I will wait for your response [2025/12/03, 12:57:23] Webafrica: *Tiffaine G.*: 🙏 [2025/12/03, 13:21:31] Webafrica: *Tiffaine G.*: Hello mam I am still waiting for feedback [2025/12/03, 13:21:54] Carryn: All good I will wait for your response ‎[2025/12/03, 13:35:19] Webafrica: ‎<attached: ***8-PHOTO-***.jpg> [2025/12/03, 13:36:01] Carryn: Does this mean there is a partial refund and will the downgrade actually be implemented going forward [2025/12/03, 13:36:39] Webafrica: *Tiffaine G.*: I've requested a credit for the balance and we still await feedback mam that will take 3-5 business days [2025/12/03, 13:37:04] Webafrica: *Tiffaine G.*: Please request a downgrade online and then contact us once you have done that so that we can action it accordingly [2025/12/03, 13:37:21] Carryn: No problem I will do that now [2025/12/03, 13:39:02] Webafrica: *Tiffaine G.*: 🙏Let me know mam once you have done that ‎[2025/12/03, 13:40:54] Carryn: ‎<attached: ***4-PHOTO-***.jpg> [2025/12/03, 13:46:09] Webafrica: *Tiffaine G.*: Okay did it send you a message on whatsapp mam? [2025/12/03, 13:46:32] Carryn: No nothing yet [2025/12/03, 13:47:24] Webafrica: *Tiffaine G.*: Okay no worries at all mam [2025/12/03, 13:49:39] Webafrica: *Tiffaine G.*: Let me put you through to the provisioning team mam who will assist you with the pending order just ask them like when should you expect it to be effective from [2025/12/03, 13:49:55] Carryn: Ok [2025/12/03, 13:50:17] Webafrica: You are being *transferred* to an agent, please wait while I connect you... [2025/12/03, 14:06:57] Webafrica: *Webafrica Payment Notice*

Important payment information: *Thank you for your Vuma Reach order!* To proceed with your order and get Fibre installed, make your first payment now via https://pay.webafrica.co.za.

Regards Webafrica. [2025/12/03, 14:30:57] Webafrica: 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 [2025/12/03, 14:45:44] Webafrica: 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 [2025/12/03, 15:00:56] Webafrica: 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. [2025/12/03, 15:15:29] Webafrica: 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. [2025/12/03, 15:30:31] Webafrica: 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. [2025/12/03, 15:45:18] Webafrica: 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. [2025/12/03, 16:00:10] Webafrica: Hi there, Willie-the-bot here...

Apologies for keeping you waiting, it seems all our agents are currently busy.

I’ve sent a request to our agents to reach out to you as soon as they’re available. Please keep an eye on your messages during our office hours.

In the meantime, perhaps I can assist? Type *0* to see the *main menu.* [2025/12/03, 16:07:11] Webafrica: *Kutlwano*: Hi there, my name is Kutlwano, how can I assist you today? [2025/12/03, 16:16:30] Carryn: I requested a downgrade and I need assistance actioning it on you end because it was not actioned before i had to refundedso please action this accordingly so my billing can be correct going forward [2025/12/03, 16:17:04] Webafrica: *Kutlwano M.*: Good day, Carryn Thank you for contacting the Webafrica Order Fulfilment Team. [2025/12/03, 16:17:14] Webafrica: *Kutlwano M.*: I hope you are well and safe. [2025/12/03, 16:17:22] Webafrica: *Kutlwano M.*: I am sorry to hear about the above-mentioned matter. [2025/12/03, 16:17:29] Webafrica: *Kutlwano M.*: Before we can proceed, may you please confirm if you are the account holder? [2025/12/03, 16:17:42] Carryn: Yes I am [2025/12/03, 16:20:48] Webafrica: *Kutlwano M.*: Okay, I need to ask you a few security questions to comply with the Data Protection Act and gain full access to your account. [2025/12/03, 16:21:00] Carryn: Ok go ahead [2025/12/03, 16:21:56] Webafrica: *Kutlwano M.*: Kindly verify your name and surname, email address, ID number, phone number, and physical address linked to the query. [2025/12/03, 16:22:58] [removed for privacy] [2025/12/03, 16:24:45] Webafrica: *Kutlwano M.*: Thank you for providing me with your details. [2025/12/03, 16:24:56] Carryn: Ok [2025/12/03, 16:26:39] Webafrica: *Kutlwano M.*: Just to confirm, you need the amount that was debited for your old speed moved to the dowgraded speed that is currently pending payment? [2025/12/03, 16:29:45] Carryn: Yes I should be charged 429 as of December but it was not actioned and you charged me the higher which is why a credit memo was created [2025/12/03, 16:32:50] Webafrica: *Kutlwano M.*: Okay, so what do you require right now? [2025/12/03, 16:33:07] Webafrica: *Kutlwano M.*: Because I see the line is currently active. [2025/12/03, 16:33:39] Carryn: I want to be on the 20mps like I requested in Nov and not the 40 [2025/12/03, 16:37:28] Webafrica: *Kutlwano M.*: Okay, thank you for the clarity. [2025/12/03, 16:37:44] Webafrica: *Kutlwano M.*: Unfortunately, I will not be able to assist you on this query. [2025/12/03, 16:37:50] Webafrica: *Kutlwano M.*: This specific request will be best answered by our billing department. [2025/12/03, 16:37:53] Webafrica: *Kutlwano M.*: Please hold while I transfer you. [2025/12/03, 16:37:57] Carryn: Why not they send me to you [2025/12/03, 16:38:08] Webafrica: You are being *transferred* to an agent, please wait while I connect you... [2025/12/03, 16:41:54] Webafrica: *Kim*: Hi there, my name is Kim, how can I assist you today? [2025/12/03, 16:42:49] Carryn: Please assist with downgrade fulfilled has sent me to you. Note this has been going on for days [2025/12/03, 16:56:53] Webafrica: *Kim M.*: Hi [removed for privacy], thank you for reaching out to us, kindly note that we need a months' notice for downgrade [2025/12/03, 16:57:20] Carryn: That is what I did the 4th November already ‎[2025/12/03, 16:58:22] Carryn: ‎<attached: ***7-AUDIO-***.opus> [2025/12/03, 17:03:12] Webafrica: *Kim M.*: Thank you for the information, however, the voice note function is disabled. Kindly type out your query so I can assist you. [2025/12/03, 17:04:32] Webafrica: *Kim M.*: can you kindly provide us with your Email address, phone number and ID number to verify your account [2025/12/03, 17:05:19] Carryn: If you can please go look at this entire ticket a downgrade was required the beginning of November it was processed on your system you guys failed to actioned it because it was a new order but as per your process and system that was the only way to do the downgrade. After back and forth a credit memo was eventually created now the downgrade has to be actioned [2025/12/03, 17:05:38] Carryn: [removed for privacy] [2025/12/03, 17:06:22] Carryn: And if you send me to another department then I am gonna loose it because at this point I have been every department going back and forth [2025/12/03, 17:08:06] Webafrica: *Kim M.*: Thank you for the information, kindly hold a moment while I check your account. [2025/12/03, 17:08:15] Carryn: Ok [2025/12/03, 17:17:48] Webafrica: *Kim M.*: On the system it states that you do not have any service [2025/12/03, 17:18:21] Carryn: That’s a live because my WiFi is currently very much active [2025/12/03, 17:29:09] Webafrica: *Kim M.*: Unfortunately, there is no service under your account, kindly give me a second to see what I can do on my side [2025/12/03, 18:01:03] Carryn: Ok that’s weird because I have a whole back and forth about a account that is in existence [2025/12/03, 18:23:44] Webafrica: *Kim M.*: Hi Carryn, are you still there? [2025/12/03, 18:24:00] Carryn: Yes [2025/12/03, 18:34:38] Webafrica: *Kim M.*: our management team have advised that you are on the refund list from our finance department [2025/12/03, 18:35:46] Carryn: That’s correct but not what about the downgrade I initially requested that needs to be aligned with my next billing amount meaning I should pay 429 going forward [2025/12/03, 19:00:32] Webafrica: *Kim M.*: It depends on when it gets approved [2025/12/03, 19:02:01] Carryn: But I did it in November already so when will this approval happen because I did the right thing it’s not my fault you guys failed to action is accordingly [2025/12/03, 19:11:28] Webafrica: *Kim M.*: You are now on Vuma reach 20/10 [2025/12/03, 19:12:04] Carryn: Perfect so my next payment would be 429 [2025/12/03, 19:13:13] Webafrica: *Kim M.*: Yes, if you get debited more you can always come back to consult with us, or you can ask to be put through to me [2025/12/03, 19:13:49] Carryn: And refund for the over payment should reflect within 3-5 working days [2025/12/03, 19:22:28] Webafrica: *Kim M.*: Its actually 10-15 business working days after it has been approved [2025/12/03, 19:23:22] Carryn: Fantastic I will be in touch if I don’t get it in that timeframe and in relation to the line changes if it does not align [2025/12/03, 19:24:10] Webafrica: *Kim M.*: Perfect, is there anything else I can assist you with? [2025/12/03, 19:24:18] Carryn: No that’s all [2025/12/03, 19:42:03] Webafrica: *Kim M.*: Please type END CHAT to close this conversation. I hope the resolution was satisfactory - if you have moment, please rate your experience with me. Have an amazing day and keep safe :) [2025/12/03, 19:42:25] Carryn: End Chat [2025/12/03, 19:42:35] Webafrica: 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 *Kim* or press *0* for the main menu. [2025/12/03, 19:42:47] Carryn: 2 [2025/12/03, 19:42:51] Webafrica: *Question 1 of 2:*

Based on your experience with Kim, between 1 and 10, how likely are you to recommend Webafrica to your family and friends?

*1*: Being Unlikely *10*: Being Extremely Likely [2025/12/03, 19:43:05] Carryn: 1 [2025/12/03, 19:43:08] Webafrica: *Question 2 of 2:*

Was *Kim* able to resolve your issue?

*0*: No *1*: Yes [2025/12/03, 19:43:14] Carryn: 1 [2025/12/03, 19:43:19] Webafrica: Thank you for your valuable feedback, it is important to us and I'll make sure it gets sent through to our management team. [2025/12/03, 19:43:20] Webafrica: Please choose an appropriate option from the menu below.

*0*: Main Menu. *1*: Check available internet services in your area. *2*: Troubleshoot your connection. *3*: Check if you're affected by any outages. *4*: Chat to one of our agents. *5*: Get an update on your line fault. *6*: Search our Knowledgebase Articles for answers. [2025/12/08, 14:13:47] Webafrica: *Webafrica Payment Notice*

Important payment information: *Your Vuma Reach Fibre order is still waiting to be installed.* This is a friendly reminder that you need to *make payment for your first 30 days of Fibre* before your order can proceed.

Regards Webafrica. [2025/12/13, 14:10:18] Webafrica: *Webafrica Payment Notice*

Important payment information: *Stop using expensive mobile data!* Get Your Vuma Reach UNLIMITED Fibre service active by making your first payment via https://pay.webafrica.co.za.

Regards Webafrica. [2025/12/18, 01:56:06] Webafrica: *Webafrica Payment Notice*

Important payment information: *Thank you for your Vuma Reach order!* To proceed with your order and get Fibre installed, make your first payment now via https://pay.webafrica.co.za.

Regards Webafrica. [2025/12/23, 01:43:37] Webafrica: *Webafrica Payment Notice*

Important payment information: *Your Vuma Reach Fibre order is still waiting to be installed.* This is a friendly reminder that you need to *make payment for your first 30 days of Fibre* before your order can proceed.

Regards Webafrica. [2025/12/23, 09:21:12] Carryn: Hi there [2025/12/23, 09:21:20] Webafrica: Hi Carryn, thank you for making use of our Live Chat support chat.

Our friendly bot, Willie will try to answer any questions you may have.

You may also use the following menu shortcuts (type the shortcut in bold below).

*0*: Main Menu. *1*: Check available internet services in your area. *2*: Check if you're affected by any outages. *3*: Chat to one of our agents. *4*: Get an update on your line fault. [2025/12/23, 09:21:22] Webafrica: Hey! ?? [2025/12/23, 09:21:26] Carryn: 3 [2025/12/23, 09:21:29] Webafrica: Thanks [removed for privacy]. Please choose the appropriate option below so that we may direct your chat to the correct department.

*1*: I have a billing enquiry. *2*: I would like to cancel my service. *3*: My service was recently activated, I need help setting it up. *4*: I need an order, delivery or installation update. *5*: I want to order a service/product. *6*: I have a connection/speed issue. [2025/12/23, 09:21:35] Carryn: 1 [2025/12/23, 09:21:40] Webafrica: 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. [2025/12/23, 09:23:18] Webafrica: *Kristen*: Hi there, my name is Kristen, how can I assist you today? [2025/12/23, 09:30:30] Carryn: Hi Kristen I am just following up and wanting to know if my refund has been processed [2025/12/23, 09:32:00] Webafrica: *Kristen J.*: Thank you for reaching out about your refund . I understand the eagerness for assistance and your funds to be returned . I will gladly check on it for you and assist [2025/12/23, 09:32:04] Webafrica: *Kristen J.*: Kindly hold while i locate your account and check on it for you [2025/12/23, 09:33:34] Carryn: Thank you [2025/12/23, 09:35:02] Webafrica: *Kristen J.*: Its my pleasure [2025/12/23, 09:42:31] Webafrica: *Kristen J.*: Thank you for holding . Im struggling to locate the account where the refund was requested . Please confirm which agent requested it for you ‎[2025/12/23, 09:49:28] Carryn: ‎<attached: ***1-PHOTO-***.jpg> [2025/12/23, 09:49:39] Carryn: My email is [removed for privacy] ‎[2025/12/23, 09:50:54] Carryn: ‎<attached: ***3-PHOTO-***.jpg> [2025/12/23, 09:51:43] Webafrica: *Kristen J.*: Thank you so much . Kindly hold for me [2025/12/23, 09:56:11] Carryn: Ok [2025/12/23, 09:58:58] Webafrica: *Kristen J.*: Thank yu for holding . Upon checking i see that the credit was rejected . Kindly note that vuma wont refund for it as you are currently still on and using the higher speed . Please provide proof of the downgrade you requested (like the confirmation ) [2025/12/23, 10:02:21] Carryn: Kristen what do you mean if you go and look at my previous tickets you can see it was not my fault and I was told I am getting refunded because when I requested a downgrade you system fails to action it and had to fight with you guys even sending videos. [2025/12/23, 10:02:52] Carryn: It’s questionable when you can’t go and look at my previous tickets and get some background story on this [2025/12/23, 10:05:08] Webafrica: *Kristen J.*: I will request it again for you . Im just advising on what finance is saying for rejecting the refund [2025/12/23, 10:06:38] Carryn: I was never told rejected and why would would it be when I paid for a higher but now I’m on the speed that I initially downgraded to after fighting you guys do you see the rationality in me being over charged by you guys to then be downgraded but I still overpaid [2025/12/23, 10:11:36] Webafrica: *Kristen J.*: Kindly note that Vuma does not provide refunds for slow speeds, only for downtime. If you experience slow speeds, this needs to be reported and troubleshooted so that Vuma can correct the issue. [2025/12/23, 10:12:01] Webafrica: *Kristen J.*: If you are indicating that the downgrade did not take effect and you were billed for the higher speed, you are still liable for the amount, as your service is currently active on the higher package. [2025/12/23, 10:16:52] Carryn: But I never had slow speed you not understanding. I downgraded within in the proper timeframe you guys never actioned it even your agents were surprised by this and did not know why it was done. Due to your negligence I was overcharged and went on a back and forth to then having the result of it not being my fault and getting confirmation for the refund as I did not do anything wrong now you tell other bull**** that does not make sense and I can guarantee you did not read that other ticket. I’m went to multiple departments but yet it was never escalated to your manager or management and you guys don’t have a number so as I said before I would like a solution which was given to me in writing and can be referenced so take back this answer to your team leader manager I don’t care and give me the solution that was confirmed and promised before because if you read that communication I followed on and confirmed what the outcome would be I even got a timeline for the payment