Poor Service

Good day All

I would like to bring to attention the poor and lacking service of Webafica. The story is as follow: First and foremost this mail is not focused on Shaun as from day one i have just received useful and helpful information from him. My complaint touches everyone in support and the situation is as follow:

Last week Friday i found out that i must start looking for a new internet provider as my roommate who works abroad can not continue paying for the internet due to recent virus outbreaks. This being said i phoned into your office and got through to Shaun he assisted me so well and provided me with the relevant information i needed to go ahead with the order. The few questions to Shaun was that i wanted covered was. 1) Do we need to pay for installation as the fiber was already installed into our house about a year again. 2) what will i be paying? Long story short Shaun assured me that we do not have to pay for the installation and i will only be paying R 599.00 per month that will be deducted the 1st of each month. All good and well but when i go into my Webafrica client zone you invoiced me for the full installation with the internet package. My concerns was then expressed to Shaun and quickly the amount was credited for the installation. Upon my log in this morning on client zone i see that my payment due is now again more than discussed with Shaun almost at double the discussed amount. This is alarming as i still do not know what amount you are going to deduct from me on Monday. This is poor work on your behalf. But never the less i will go on Shaun's word and trust that this will be sorted out before i get debited. I understand there was unforeseen costs that came into play like the delivery of a new router, which is completely understandable but this bring me to my next point.

Friday we tried configuring my current router that was brought over from my previous ISP. Long story short the conversation got dragged out and we could not complete the set up as the day was almost at its end and still the internet was not active. I phoned in Saturday again as i had a of day at work and could attend to this matter. We spoke via whatsap through out the day and then after a long struggle your technician told us " This is a problem on Vumatels side and the fact that he does not know how our router works and how it must be configured". A support ticket was logged and the conversation was put on hold still without any results. Monday morning came no one got back to me in regards to the support ticket to just inform me what the hell is going on. I then made contact with Shaun again. Then all of a sudden i received a mail from you guys stating i must provide you with my address where the router must be delivered to. I supp**** you with this information but was still unhappy about no-one getting back to me stating what the problem was and if it was resolved. Today i got the router and phoned you again as according to you this must be a "plug and play". This is however not the case as after my discussion with a tech crew member he stated that this was a fault on Vuma's side. Now i am really ****ed off and frankly quit upset with the service and the lack of communication on your part. As no-one is getting back to me and also i must make first contact with you the whole time. My next question that comes up is how can this be a fault on Vuma's side as we had flawless internet connection not longer than a week again since we moved over to webafrica it has been a blame game between routers and Vuma, poor service and lack of communication. Another question is then why must i pay for delivery of a new router as clearly this was not the case according to you. The way i see it is that my router is working perfectly and it was your responsibility to have checked with Vuma what the troubleshoot was and what the problem is. I can not phone Vuma support to follow up on the ticket as i have to take it up with you. But yet again no one is getting back to me about the ticket nor the ticket that was made Saturday.

The mere fact that you just assume that it is the router and not properly checking with Vuma leads to my utmost disappointment and frustration with Webafrica and there technical team.

Now 2 weeks later and 3 support tickets later i still do not have contact with any of your team members. Tickets are being closed left, right and centee but i still do not have internet access. This morning a full amount of 1000 was deducted from my account for a service that was still not rendered to me. I did not have internet since this process started and still no contact from webafrica stating what is going on. If i phone it i just get put on hold cause you do not know what s going on you first need to check with someone what has happened. This is unacceptable how can billing not see what tickets has been logged and notes that has been given on my account. I will never do business with webafrica again. As Your company promotes uselessness and poor service. Only thing i agree on is the false advertising as this was a effen disaster.