*********** query resolution

Terrible service. Cannot get effective assistance for a SERIOUS query. Ordered a router from them in April and later cancelled the request due to them taking longer than promised to deliver the product. Still they debited my account for the delivery and connection in May for something that wasn't even delivered! Suddenly towards the end of May/June, I receive notifications from them and the Courier Guy that my router is on the way. I constantly tell them- both Courier Guy and WebAfrica- not to deliver the product as I no longer need the service. They don't receive my messages because of the incompetence of their WhatsApp channel and Live Agent channel. As a result, router is delivered to my premises but NOT installed as I am not home, plus nobody alerts me telephonically about the delivery - despite it being done in error. Anyway, June, another collection is done from my account for the same router, even though it was not received nor CONNECTED. Miraculously, on the 25th of June, I manage to get assistance form one of their agents Sfundo S and Aaqilah who assure me that the router will be cancelled under REFERENCE number ***4.

23 July, I am contacted by a certain Werner L telling me that i owe them R798 for June and July. Mind you, the router wasn't even received, let alone connected but somehow I owe them?! Anyways, Werner L puts me through to Aviwe who assures me that my account has been cancelled and that I will not be debited by making reference to a "credit note". She gives me REFERENCE number ***3 for this discussion/instruction.

Come 1 July 2025, guess what????? No only am I debited R798 but in addition they collect R539 which sums up to +/-R1222 , again , FOR SERVICES I HAVE NOT USED to date. They hold a "1 month notice" cancellation policy which would make sense if I ACTUALLY MADE USE OF THE SERVICES, of which i did not. I keep asking them to consult their technicians to track whether there's any record of the router even been connected and used but none of them address that request. All they ask in response is "have you used the services"? I keep telling them that I have not but they do not seem to want to do anything about it.

As it stands I still can't get though to them. I really need help