Poor service and billing issues

I am writing to formally express my dissatisfaction with the service I have received from WebAfrica. The experience has been frustrating and has caused significant inconvenience due to poor communication, billing errors, and service disruptions. Below is a detailed timeline of the events:

1. Missed Deduction for September Payment: • On 1st September 2024, WebAfrica failed to deduct the agreed amount from my account for my Wi-Fi package. Concerned about this, I proactively sent messages via WhatsApp to inquire about when the deduction would be made, as I wanted to avoid any service interruption. Despite my efforts, no response was provided, and no deduction was made. 2. Service Disconnection on 4th September: • As a result of WebAfrica’s failure to process the payment, my Wi-Fi service was disconnected on 4th September 2024. When I logged into my account, I was shocked to see an outstanding balance of R1,192, which I knew was incorrect. I immediately raised the issue with WebAfrica, and I was informed that this was a billing error, which would be rectified. However, no immediate action was taken. 3. Payment Request and Reconnection: • On 24th September 2024, I received a pin to pay my correct monthly fee of R399 at a retail store. I completed the payment, received new login details, and was reconnected to the service. I believed the issue was finally resolved. 4. Unexpected Deduction and Lack of Response: • To my surprise, on 1st October 2024, R529 was deducted from my account. I sent a message to WebAfrica via WhatsApp to query this deduction, but to date, I have not received any response or clarification regarding this matter.

Summary of Issues:

• Repeated failure to deduct payment on time, leading to service disconnection. • Incorrect billing, showing an outstanding balance of R1,192, which was later confirmed to be a mistake. • A lack of communication and responsiveness from WebAfrica’s customer service, which only operates via WhatsApp, making it difficult to get consistent or clear answers. • An unexpected deduction of R529 after paying R399 at a retail store, with no explanation provided.

Conclusion: This situation has resulted in a highly frustrating experience, and the lack of proper communication and customer support has made it worse. As a paying customer, I expect clear communication, accurate billing, and timely resolution of issues, none of which were provided in this instance.

I WANT MY R529,00, REFUNED TO MY ACCOUNT IMMEDIATELY. I want to also cancel this service