Poor Support Access and Disputed Cancellation Despite Written Confirmation

I have had an extremely frustrating experience with Webafrica’s support and cancellation process.

Since January 2026, my internet service was affected by outages. During this period, I made multiple attempts to reach support via WhatsApp, Webafrica’s primary support channel. These attempts frequently resulted in automated bot loops, delayed responses, or chats being closed before any meaningful assistance was provided. On several occasions, I was unable to reach a live agent at all, despite being within advertised support hours.

In addition, I attempted to cancel the service via the Webafrica online customer portal, which stated that the service could not be cancelled through the system.

When I eventually engaged with a support agent regarding cancellation, the agent (Smarty N.) confirmed in writing that my service would be cancelled at the end of February 2026, in line with the requirement for one full calendar month’s notice. I accepted and re**** on this confirmation.

Subsequently, Webafrica attempted to unilaterally extend the cancellation to the end of March, contradicting their own agent’s written confirmation. This is unacceptable and has resulted in unnecessary stress and wasted time.

Key issues:

Very weak and inaccessible support model (WhatsApp-only with bots and delays)

Inability to cancel via the online portal

Contradictory information from support agents

Attempted extension of cancellation despite written confirmation

At this stage, I am simply requesting that Webafrica honour the confirmed cancellation date of end February 2026 and cease billing accordingly.

This experience has highlighted serious shortcomings in customer support and account management.