Poor service

Hello Rachel,

We understand how frustrating and exhausting this ongoing delay with your refund and billing corrections must be, especially after multiple follow-ups without a clear resolution. There is a strong eagerness to get this sorted once and for all, and clarity is needed to ensure everything can be resolved swiftly and accurately without further back-and-forth.

At present, the account reflects two Uncapped 50/25Mbps Openserve fibre services. To ensure the correct adjustments are made, could you please confirm whether your account should have one or two active fibre services? If only one service is required, kindly provide the physical address linked to that service so the necessary corrections and refund review can be processed accurately.

Once this confirmation is received, the matter can be finalised with the correct billing alignment.

Kindly send your response via direct message on Hello Peter so the details can be securely verified and actioned.

Warm regards,
Webafrica Crew 

Hello Rachel,

We understand how frustrating and exhausting this situation has been, especially with repeated transfers, inconsistent information, and the impact this ongoing matter has had on your time and stress levels. The frustration in having to repeat your situation multiple times is acknowledged.

We can confirm that the necessary corrections have now been app**** to the account. A credit request has been resubmitted and is currently pending approval, which typically takes between 24–48 hours. Once the credit is approved, the refund process will be formally logged and progressed.

Active engagement is taking place with the relevant teams to ensure this matter is prioritised and handled as smoothly as possible, with the aim of preventing any further delays or back-and-forth.

Warm regards,
Webafrica Crew

Hello Rachel,

We understand your frustration with having to repeat the same issue multiple times, especially when you are looking for a clear and final resolution. That experience is acknowledged.

The team remains focused on ensuring this is followed through properly so there is no further back-and-forth and the matter can be finalised as efficiently as possible.

Warm regards,
Webafrica Crew

Hello  Rachael. 

We see that one of our billing agents managed to connect to your chat session earlier this morning and has logged an urgent follow-up with the team that handles all refund queries. They actively working on the profile and will advise ASAP. 

Warm regards, 
Webafrica Crew

 Hello  Rachael. 
 
The team has received the urgent follow up request this morning and will advise the moment they have feedback to report. 

 Warm regards, 
Webafrica Crew 

 Hello  Rachael

ref# EAK60       

We do not have feedback just yet. Our teams have logged another follow-up to ensure no further delays. 

Warm regards, 
Webafrica Crew 
 

Hello Rachael,

Thank you for your continued follow-up. We understand your frustration regarding the delay in receiving an update on your refund and appreciate your patience while this is being attended to.

We want to assure you that your refund is still actively being processed by the relevant team. We are continuing to follow up on the matter to ensure it progresses without further delay, and we will provide you with an update the moment feedback becomes available.

Warm regards,
Webafrica Crew

Hello Rachael,

We can confirm that your refund remains in progress and is currently pending finalisation by the relevant team. We are actively following up on the matter and we will provide you with an update the moment further feedback becomes available.

Warm regards,
Webafrica Crew

Hi Rachael, we understand your frustration and urgency here,  especially as you’re waiting for clarity on your refund. The refund is currently in progress and is being finalised by the finance team. Once the payment has been processed, you will receive confirmation directly. Follow-ups are actively in place to ensure this is completed as soon as possible, and you will be updated immediately once the refund has been paid. Warm regards,
 Webafrica Crew 

Hi Rachael,  we understand your frustration, especially given how long this has already been in progress and the lack of clear timing so far. The refund is currently with the finance team for processing. Once it has been processed and paid out, confirmation will be sent. Follow-ups have been done to check on the status, and feedback will be shared as soon as it becomes available. Warm regards,
 Webafrica Crew 

Hi Rachael,  we understand why this feels frustrating,  especially when it seems like the same feedback is being repeated while your core question hasn’t been answered.Your query is still actively being worked on with the finance team, and the process is in motion. At this stage, it does require a bit more time on their side to complete the payment and confirm the outcome.There isn’t anything further needed from you right now, the focus is on getting this processed through. As soon as there is a confirmed update or the refund reflects, you’ll be informed.We appreciate your patience while this is being worked through.Warm regards,
 Webafrica Crew

Hi Rachael, We sincerely apologize for the delay in processing this refund request. We can confirm that the refund has been reviewed and added to the refund list for payment within 3-5 business days. Warm regards,Webafrica Crew 

Hi Rachael, we hear your frustration, and we understand how exhausting this has been for you,  especially after multiple follow-ups and being given extended waiting periods without the outcome you were expecting. That’s not the experience we want for you. We have submitted a follow-up on your case, and it remains under review. The request is still being worked on, and we are pushing for clarity on the status and your refund as part of the ongoing process. We understand your concern about the repeated 3–5 day timeframes and the lack of clear resolution so far. We are actively engaging on your behalf to get a concrete update on where things currently stand and what is required to close this off properly. We will come back to you as soon as we receive feedback from the finance team. Warm regards,
 Webafrica Crew 

Hi Rachael. we understand you are not looking for another holding update, but rather a proper resolution, and that is exactly what we are now pushing for on your behalf. We will come back to you as soon as we receive a concrete response from the finance team with clear next steps or finalisation of your refund. Warm regards,  
Webafrica Crew 

Hi Rachael, we hear you, and we understand why it feels like this has been going on for far too long without a proper outcome. We’re not taking this lightly, and we understand that at this point you’re looking for resolution, not repeated updates. We want to reassure you that we have followed up and marked this as urgent internally, specifically with the finance team handling your refund. Your case has been flagged for priority attention so it can be reviewed and finalised. We understand your concern that it may not feel urgent based on the delays so far, and that’s completely fair given your experience. What we can confirm is that your case is actively being tracked and pushed on our side for a clear and final response. We will update you as soon as we receive confirmation from the finance team. Warm regards,
 Webafrica Crew 

Hi Rachael,
Thank you for your message and for following up. We understand that you’re looking for a clear outcome rather than repeated updates, and that remains our focus. As shared in our previous response, your refund request has been escalated and marked as urgent with the Finance Team, and it is actively being tracked on our side. We will reach out with an update as soon as we receive confirmation from the Finance Team so we can provide you with a definitive next step.
Warm regards,
Webafrica Crew

Hi Rachael, we hear your frustration, especially given the lack of clear feedback so far and your concern about the upcoming billing. We understand how stressful it is when you feel like you’re waiting without real progress updates. We have sent another follow-up to the Finance Team and marked this as urgent to ensure it is prioritised and reviewed as quickly as possible. We are actively pushing for a clear status update so we can provide you with definitive feedback rather than repeated holding responses. We understand you want cer*****y, and we are working to get that clarity back to you as soon as possible. Warm regards,
 Webafrica Crew 

Hi Rachael, We’ve escalated this with the Finance Team to push for an update on your refund. We’re still awaiting their response at this stage. We understand your frustration with the delays and are continuing to follow up until we receive a clear outcome for you. Warm regards,
 Webafrica Crew 

 Hi Rachael, We’ve escalated this with the Finance Team to push for an update on your refund. We’re still awaiting their response at this stage. We understand your frustration with the delays and are continuing to follow up until we receive a clear outcome for you. Warm regards,
 Webafrica Crew 

Hi Rachael,
We understand how frustrating it is to be waiting for a simple confirmation around a credit, especially after the back‑and‑forth you’ve already experienced.
We are actively following up with our Finance Team, pushing for an update on the credit to be app**** to your account and for clear feedback to be provided to you directly. The matter remains under review, and the importance of closing this off with clarity has been reinforced.
Warm regards,
Webafrica Crew