******** - NO CUSTOMER SERVICE - READ BEFORE YOU SIGN WITH THEM

Item: Webafrica
Rating: 1
Author: Daniel S

This is my Whatsapp conversation with them:

[14:10, 31/08/2022] OCEANO: Hi - Please can you assist me? [14:10, 31/08/2022] Webafrica: Hi, thank you for making use of our Live Chat support chat.

Our friendly bot, Willie will try to answer any questions you may have.

You may also use the following menu shortcuts (type the shortcut in bold below).

1: I have a billing enquiry. 2: I've received all the components necessary to go online but need help setting them up. 3: I need an update on my order, delivery or installation. 4: I want to order a service. 5: I have a connection/speed issue and need assistance. [14:12, 31/08/2022] OCEANO: 3 [14:12, 31/08/2022] Webafrica: To help us assist you quicker, please choose one of the following reasons for this enquiry:

1. I am moving homes or have moved homes and need to follow up on my order, installation or activation 2. I need to reschedule the agreed day or time for my installation 3. I recently placed an order and need assistance correcting the address 4. Im following up on my order, installation or service activation 5. Im following up on my upgrade or downgrade request 6. Im following up on the delivery of my router 7. Im not happy with the installation at my premises 8. My service was cancelled and Im following up on its reconnection 9. Other 10. The installer failed to pitch up for my installation [14:12, 31/08/2022] OCEANO: 1 [14:12, 31/08/2022] Webafrica: Hi there Daniel Sandu, thank you for getting in touch with Webafrica. We will connect you to the next available agent as soon as possible so we can get your query sorted out in a jiffy.

Need to go grab a cuppa while you wait? No problem! Just keep an ear out for when we message you back on this platform. [14:13, 31/08/2022] Webafrica: Lerato: Hi there, my name is Lerato, how can I assist you today? [14:14, 31/08/2022] OCEANO: Good day [14:14, 31/08/2022] OCEANO: I am moving home and placed an order for a new installation to the new premises for 29/08/2022 [14:14, 31/08/2022] OCEANO: No one came or phone for the installation [14:15, 31/08/2022] Webafrica: Lerato: I'm sorry about that, can I please get the email associated with the account? [14:15, 31/08/2022] OCEANO: My current service is cka43@wafibre [14:15, 31/08/2022] OCEANO: *** [14:15, 31/08/2022] Webafrica: Lerato: Thank you. One moment, please. [14:17, 31/08/2022] OCEANO: The installation address is: 4 Klein Melkbos, George Mellet Crescent, Melkboschstrand, Melkbosstrand [14:17, 31/08/2022] Webafrica: Lerato: Thank you. [14:27, 31/08/2022] Webafrica: Lerato: I'm still investigating this for you, Daniel. [14:31, 31/08/2022] Webafrica: Lerato: Thank you for your patience. One moment while I transfer you to another department for better assistance. [14:31, 31/08/2022] Webafrica: You are being transferred to an agent, please wait while I connect you... [14:31, 31/08/2022] Webafrica: Leon: Hi there, my name is Leon, how can I assist you today? [14:34, 31/08/2022] OCEANO: Hi Leon [14:34, 31/08/2022] OCEANO: Please read above [14:59, 31/08/2022] OCEANO: Hello [15:07, 31/08/2022] Webafrica: Leon: Are you moving to [15:27, 31/08/2022] OCEANO: Yes [15:27, 31/08/2022] OCEANO: The installation was supposed to take place on Monday [15:35, 31/08/2022] Webafrica: Leon: Seems like Octotel is in the complex [15:36, 31/08/2022] Webafrica: Leon: is this correct [15:38, 31/08/2022] OCEANO: I checked with Webafrica and fiber is available in the complex [15:38, 31/08/2022] OCEANO: When I have place the order [15:42, 31/08/2022] OCEANO: Yes [15:45, 31/08/2022] Webafrica: Leon: Seems like it doesn't want to allow me to do the moving home today as your current line is set to be cancelled tomorrow, so i can try placing the order tomorrow morning [15:46, 31/08/2022] OCEANO: I understand [15:46, 31/08/2022] OCEANO: But what happened to my previous moving order? [15:46, 31/08/2022] OCEANO: Which was scheduled for 29/08? [15:50, 31/08/2022] Webafrica: Leon: It got cancelled,i think because the address on the move wasn't clear on the map as it took me sometime to find it on my side [15:52, 31/08/2022] OCEANO: Ok [15:52, 31/08/2022] OCEANO: I understand [15:53, 31/08/2022] Webafrica: Leon: I will try first thing in the morning and see if it allows me to [15:53, 31/08/2022] OCEANO: Can you please liaise with Victoria Sandu, my wife, for access to the premises on *** as I am away [16:28, 31/08/2022] Webafrica: Hi Daniel Sandu, it seems there has been no communication between yourself and our live chat agent for quite some time. This chat session has now expired but if you'd still like to speak to an agent again, please start a new live chat session. The new agent will have a copy of your last conversation. [16:28, 31/08/2022] Webafrica: Looks like you're done, your live chat session (***) has been closed and you're back with Willie again, Press 1 to reopen chat, Press 2 to rate your experience with Leon or press 0 to return to the main menu. [13:32, 01/09/2022] OCEANO: 1 [13:32, 01/09/2022] Webafrica: Let me try to reconnect you to the Live Chat agent you were chatting to, please hold a moment... [13:32, 01/09/2022] Webafrica: Leon: Hi there, my name is Leon, how can I assist you today? [13:32, 01/09/2022] OCEANO: Hi Leon [13:32, 01/09/2022] OCEANO: Any news on my order? [13:35, 01/09/2022] Webafrica: Leon: Hi Daniel, Benn trying to call you the whole day on *** [13:38, 01/09/2022] OCEANO: Can you please liaise with Victoria Sandu, my wife, for access to the premises on *** as I am away [13:39, 01/09/2022] OCEANO: I gave you these details yesterday [13:41, 01/09/2022] Webafrica: Leon: I am speaking to her now. [13:41, 01/09/2022] OCEANO: Thank you [13:41, 01/09/2022] Webafrica: Leon: Your unit number at the new place is it unit 4? [13:41, 01/09/2022] OCEANO: Yes [13:42, 01/09/2022] Webafrica: Leon: I am placing it as a new order for you guys. [13:42, 01/09/2022] Webafrica: Leon: And do you still have the router or you want a new router? [13:43, 01/09/2022] OCEANO: This is what my wife sent me [13:44, 01/09/2022] Webafrica: Leon: Did you guys take the old router with you that you used before ? [13:44, 01/09/2022] Webafrica: Leon: At the previous address i mean [13:44, 01/09/2022] OCEANO: No [13:44, 01/09/2022] OCEANO: Still at thw old premises [13:45, 01/09/2022] OCEANO: Will need new router please [13:45, 01/09/2022] Webafrica: Leon: ohk, we will get you a new router [13:45, 01/09/2022] OCEANO: Thank you [13:45, 01/09/2022] OCEANO: Only fiber converter in the new premises [13:46, 01/09/2022] Webafrica: Leon: Order placed, [13:46, 01/09/2022] OCEANO: Thank you [13:47, 01/09/2022] OCEANO: When woukd they come? [13:47, 01/09/2022] OCEANO: Also my new application should be for the 50Mb download... [13:48, 01/09/2022] Webafrica: Leon: They just need to active that line which normally happens within 24-48 hours from now, The router will be delivered within 1-2 working days [13:49, 01/09/2022] OCEANO: Thank you [13:49, 01/09/2022] Webafrica: Leon: Kindly type in END CHAT [14:11, 01/09/2022] OCEANO: end chat [14:11, 01/09/2022] Webafrica: Looks like you're done, your live chat session (***) has been closed and you're back with Willie again, Press 1 to reopen chat, Press 2 to rate your experience with Leon or press 0 to return to the main menu. [09:51, 02/09/2022] OCEANO: 1 [09:51, 02/09/2022] Webafrica: Let me try to reconnect you to the Live Chat agent you were chatting to, please hold a moment... [09:51, 02/09/2022] Webafrica: Leon: Hi there, my name is Leon, how can I assist you today? [09:51, 02/09/2022] OCEANO: Good morning Leon [09:52, 02/09/2022] OCEANO: I see the order was placed, do you know when installation will take place? I also see the fiber prices have dropped [09:53, 02/09/2022] Webafrica: Leon: Hi Daniel,

I will put you through to provisioning for a follow up [09:53, 02/09/2022] Webafrica: You are being transferred to an agent, please wait while I connect you... [09:54, 02/09/2022] OCEANO: Thank you [09:54, 02/09/2022] Webafrica: Hi, Willie-the-bot here, I'm still trying to put you through to one of our Live Chat agents, they'll message you as soon as they're available. If however you'd prefer to cancel the Live Chat request, simply type ENDCHAT. [09:57, 02/09/2022] Webafrica: Rabia: Hi there, my name is Rabia, how can I assist you today? [09:57, 02/09/2022] OCEANO: Hi Rabia [09:57, 02/09/2022] OCEANO: I have a new installation [09:58, 02/09/2022] OCEANO: The installation address is: 4 Klein Melkbos, George Mellet Crescent, Melkboschstrand, Melkbosstrand [10:00, 02/09/2022] Webafrica: Rabia: Good morning Daniel, are you awaiting on activation sir? [10:01, 02/09/2022] OCEANO: Installation of router [10:01, 02/09/2022] OCEANO: And activation thereafter [10:01, 02/09/2022] Webafrica: Rabia: So no installation has been done yet? [10:02, 02/09/2022] OCEANO: No [10:02, 02/09/2022] OCEANO: There is Octotel in the home [10:02, 02/09/2022] OCEANO: Just needs new router [10:02, 02/09/2022] OCEANO: And activation [10:03, 02/09/2022] Webafrica: Rabia: Thank you, kindly please do continue to hold. I am looking into this for you, your query is my priority. I will be with you momentarily. [10:04, 02/09/2022] Webafrica: Rabia: Just to confirm was payment for the router made? [10:07, 02/09/2022] OCEANO: No [10:08, 02/09/2022] OCEANO: Is router not free? [10:08, 02/09/2022] Webafrica: Rabia: You are required to make payment for the delivery of the router which is R249, once this has been done then your order will progress [10:11, 02/09/2022] OCEANO: Paid now [10:12, 02/09/2022] Webafrica: Rabia: Thank you, this payment can take up to 5 days to clear as well, one the payment reflects the order will progress with Octotel, is your equipment switched on? [10:14, 02/09/2022] OCEANO: It was a credit card payment [10:14, 02/09/2022] OCEANO: This payment reflects instantly [10:14, 02/09/2022] OCEANO: Equipment is on [10:18, 02/09/2022] Webafrica: Rabia: Sorry sir these payments for the order takes up to 5 days to clear, as advised when it does reflect the order will progress and you will be notified [10:23, 02/09/2022] OCEANO: Where is the router being delivered? [10:26, 02/09/2022] OCEANO: This is ridiculous [10:26, 02/09/2022] OCEANO: A bunch of unprofessional people [10:26, 02/09/2022] OCEANO: This is not my address [10:27, 02/09/2022] Webafrica: Rabia: This is the address as per your application for delivery not for your fibre installation [10:27, 02/09/2022] OCEANO: I have no idea about this address [10:27, 02/09/2022] Webafrica: Rabia: Are you saying this is incorrect [10:27, 02/09/2022] OCEANO: I have not made such application [10:28, 02/09/2022] OCEANO: The installation address is: 4 Klein Melkbos, George Mellet Crescent, Melkboschstrand, Melkbosstrand [10:28, 02/09/2022] OCEANO: 7741 [10:28, 02/09/2022] OCEANO: As well as delivery [10:30, 02/09/2022] Webafrica: Rabia: Did you not place this order online? [10:33, 02/09/2022] OCEANO: The order I placed online was supposed to be installed on 29/08 with no charge of R249 [10:33, 02/09/2022] OCEANO: Now, this is a new order which I have placed with Leon on the Whatsapp chat as the order for 29 was cancelled for unknown reason [10:34, 02/09/2022] Webafrica: Rabia: This is the online order which was placed by whom ever processed it, if it is incorrect would you like me to cancel it so you can redo it? [10:35, 02/09/2022] OCEANO: No [10:35, 02/09/2022] OCEANO: I want you people to just do your job [10:35, 02/09/2022] OCEANO: Make necessary adjustments and deliver in time [10:35, 02/09/2022] OCEANO: That is all [10:35, 02/09/2022] Webafrica: Rabia: Sir is this not the order you placed this way? [10:36, 02/09/2022] OCEANO: Look at the conversation here on Whatsapp and you will figure it our [10:36, 02/09/2022] OCEANO: out [10:38, 02/09/2022] Webafrica: Rabia: Would you like the application cancelled? [10:39, 02/09/2022] OCEANO: No [10:40, 02/09/2022] Webafrica: Rabia: If the address is incorrect as you mentioned then you wont be able to proceed [10:41, 02/09/2022] OCEANO: No [10:42, 02/09/2022] Webafrica: Rabia: Alright [10:44, 02/09/2022] OCEANO: Looks like Fanie Dreyer is a road in the vecinity [10:44, 02/09/2022] OCEANO: So, someone took the decision to use this address which is also correct [10:46, 02/09/2022] Webafrica: Rabia: This is how the order got selected when it was placed online, no one has chosen this from our end [10:46, 02/09/2022] Webafrica: Rabia: I will leave the order as is then and the router will delivered to the given address aabove [10:46, 02/09/2022] OCEANO: Ok, so leave it as it is [10:46, 02/09/2022] Webafrica: Rabia: Okay I will do so sir, so all is good or is there anything else which you would like me to check for you? [10:46, 02/09/2022] OCEANO: But amend contact details for delivery to Victoria Sandu *** [10:47, 02/09/2022] OCEANO: As I am not in the country [10:47, 02/09/2022] Webafrica: Rabia: Okay no problem I will escalate this right away [10:48, 02/09/2022] OCEANO: Thank you [10:49, 02/09/2022] Webafrica: Rabia: You are welcome, would that be all for today? [10:51, 02/09/2022] OCEANO: That would be all [10:51, 02/09/2022] OCEANO: Thank you [10:52, 02/09/2022] Webafrica: Rabia: Thank you, Have an awesome day further, take care and stay safe 👌✨ [10:52, 02/09/2022] OCEANO: Same to you [10:54, 02/09/2022] Webafrica: Rabia: Much appreciated [11:29, 02/09/2022] Webafrica: Hi Daniel Sandu, it seems there has been no communication between yourself and our live chat agent for quite some time. This chat session has now expired but if you'd still like to speak to an agent again, please start a new live chat session. The new agent will have a copy of your last conversation. [11:29, 02/09/2022] Webafrica: Looks like you're done, your live chat session (***) has been closed and you're back with Willie again, Press 1 to reopen chat, Press 2 to rate your experience with Rabia or press 0 to return to the main menu. [15:02, 06/09/2022] OCEANO: 1 [15:03, 06/09/2022] Webafrica: Hi, thank you for making use of our Live Chat support chat.

Our friendly bot, Willie will try to answer any questions you may have.

You may also use the following menu shortcuts (type the shortcut in bold below).

0: Main Menu. 1: Check available internet services in your area. 2: Troubleshoot your connection. 3: Check if you're affected by any outages. 4: Chat to one of our agents. 5: Get an update on your line fault. 6: Search our Knowledgebase Articles for answers. 7: Get your latest Statement emailed to you. [15:03, 06/09/2022] Webafrica: Let me check which services are available at your address. Please provide me with your address (please enter your full address, including street number & name, suburb, city/town and postal code) [15:03, 06/09/2022] OCEANO: 4 [15:03, 06/09/2022] Webafrica: Thanks, let me take a quick look for you... [15:03, 06/09/2022] Webafrica: Sorry, I was not able to find any available products for that address. [15:04, 06/09/2022] OCEANO: 4 Klein Melkbos, George Mellet Crescent, Melkboschstrand, Melkbosstrand [15:04, 06/09/2022] Webafrica: Please choose an appropriate option from the menu below.

1. I am moving homes or have moved homes and need to follow up on my order, installation or activation 2. I need to reschedule the agreed day or time for my installation 3. I recently placed an order and need assistance correcting the address 4. Im following up on my order, installation or service activation 5. Im following up on my upgrade or downgrade request 6. Im following up on the delivery of my router 7. Im not happy with the installation at my premises 8. My service was cancelled and Im following up on its reconnection 9. Other 10. The installer failed to pitch up for my installation [15:07, 06/09/2022] OCEANO: 6 [15:07, 06/09/2022] Webafrica: Hi there Daniel Sandu, thank you for getting in touch with Webafrica. We will connect you to the next available agent as soon as possible so we can get your query sorted out in a jiffy.

Need to go grab a cuppa while you wait? No problem! Just keep an ear out for when we message you back on this platform. [15:07, 06/09/2022] Webafrica: Jeandre De: Hi there, my name is Jeandre De, how can I assist you today? [15:07, 06/09/2022] OCEANO: Hi [15:08, 06/09/2022] Webafrica: Jeandre: Thanks for contacting WebAfrica 🙂 Could you please provide me with your cell phone number linked to your account for verification of the correct profile? [15:08, 06/09/2022] OCEANO: I have placed an order for a router with Rabie [15:08, 06/09/2022] OCEANO: *** [15:09, 06/09/2022] OCEANO: for: 4 Klein Melkbos, George Mellet Crescent, Melkboschstrand, Melkbosstrand [15:10, 06/09/2022] Webafrica: Jeandre: Thank you, busy following up. [15:15, 06/09/2022] Webafrica: Have you received and read through this email as yet? Please see highlighted part :) [15:15, 06/09/2022] Webafrica: Jeandre: Today is business day 1. [15:16, 06/09/2022] OCEANO: They came today without a router [15:17, 06/09/2022] OCEANO: Also... [15:18, 06/09/2022] OCEANO: My initial installation order was for 29th August... so, this is day 9 in reality [15:19, 06/09/2022] Webafrica: Your order was placed on the 1st? [15:20, 06/09/2022] OCEANO: Second order that is [15:20, 06/09/2022] Webafrica: Jeandre: The router is delivered by our couriers, not Octotel. Octotel does the ONT (Fibre Box) installation. [15:21, 06/09/2022] OCEANO: The installation was availae already at the premises [15:24, 06/09/2022] Webafrica: Jeandre: Oh okay, thanks for clarifying. That would mean that Octotel just needs to activate. [15:24, 06/09/2022] OCEANO: But the router is still missing [15:28, 06/09/2022] Webafrica: Jeandre: You will receive your router within 2-3 business days. [15:28, 06/09/2022] Webafrica: Jeandre: It is currently at the depot with our couriers - Dawn Wing. [15:29, 06/09/2022] OCEANO: Ok [15:30, 06/09/2022] OCEANO: Is the router set up already? [15:30, 06/09/2022] Webafrica: Jeandre: Yes, it is pre-configured. [15:31, 06/09/2022] OCEANO: Thanks [15:33, 06/09/2022] Webafrica: Jeandre: It's my pleasure 🙂 Is there anything else that I may do for you today? [15:33, 06/09/2022] OCEANO: That will be all for now [15:33, 06/09/2022] OCEANO: Have a good evening [15:34, 06/09/2022] Webafrica: Jeandre: You're very welcome Daniel and thank you 🙂 You may type "end chat" if you're satisfied with my service today. Could you kindly, please take a minute to rate our interaction, based on my service to you after the chat ends by kindly clicking on the link below if you have been happy with the service today and please add my name Miss Jeandre D as well - https://www.trustpilot.com/evaluate/www.webafrica.co.za?stars=5? Have an awesome day further, take care and stay safe 👌✨ [16:07, 06/09/2022] Webafrica: Hi Daniel Sandu, it seems there has been no communication between yourself and our live chat agent for quite some time. This chat session has now expired but if you'd still like to speak to an agent again, please start a new live chat session. The new agent will have a copy of your last conversation. [16:07, 06/09/2022] Webafrica: Looks like you're done, your live chat session (***) has been closed and you're back with Willie again, Press 1 to reopen chat, Press 2 to rate your experience with Jeandre or press 0 to return to the main menu. [11:41, 09/09/2022] OCEANO: 1 [11:41, 09/09/2022] Webafrica: Hi, thank you for making use of our Live Chat support chat.

Our friendly bot, Willie will try to answer any questions you may have.

You may also use the following menu shortcuts (type the shortcut in bold below).

0: Main Menu. 1: Check available internet services in your area. 2: Troubleshoot your connection. 3: Check if you're affected by any outages. 4: Chat to one of our agents. 5: Get an update on your line fault. 6: Search our Knowledgebase Articles for answers. 7: Get your latest Statement emailed to you. [11:41, 09/09/2022] Webafrica: Let me check which services are available at your address. Please provide me with your address (please enter your full address, including street number & name, suburb, city/town and postal code) [11:41, 09/09/2022] OCEANO: 4 Klein Melkbos, George Mellet Crescent, Melkboschstrand, Melkbosstrand [11:41, 09/09/2022] Webafrica: Thanks, let me take a quick look for you... [11:41, 09/09/2022] Webafrica: Great news! You have the following services available in your area:

Fibre is Available! Click on the link below to check out our packages and sign-up today. https://www.webafrica.co.za/fibre?addresslat=-33.***&addresslng=18.***&utm_source=chatbot&utm_medium=link&utm_campaign=chatbotsearch

LTE is Available! Click on the link below to check out our packages and sign-up today. https://www.webafrica.co.za/lte?addresslat=-33.***&addresslng=18.***&utm_source=chatbot&utm_medium=link&utm_campaign=chatbotsearch

[11:42, 09/09/2022] OCEANO: 4 [11:42, 09/09/2022] Webafrica: Before I put you through to an agent, can I please have your name? [11:42, 09/09/2022] OCEANO: Daniel [11:42, 09/09/2022] Webafrica: Thanks, can I also please have your email address? [11:42, 09/09/2022] OCEANO: *** [11:42, 09/09/2022] Webafrica: Thanks Daniel. Please choose the appropriate option below so that we may direct your chat to the correct department.

1: I have a billing enquiry. 2: I've received all the components necessary to go online but need help setting them up. 3: I need an update on my order, delivery or installation. 4: I want to order a service. 5: I have a connection/speed issue and need assistance. [11:42, 09/09/2022] OCEANO: 3 [11:42, 09/09/2022] Webafrica: To help us assist you quicker, please choose one of the following reasons for this enquiry:

1. I am moving homes or have moved homes and need to follow up on my order, installation or activation 2. I need to reschedule the agreed day or time for my installation 3. I recently placed an order and need assistance correcting the address 4. Im following up on my order, installation or service activation 5. Im following up on my upgrade or downgrade request 6. Im following up on the delivery of my router 7. Im not happy with the installation at my premises 8. My service was cancelled and Im following up on its reconnection 9. Other 10. The installer failed to pitch up for my installation [11:43, 09/09/2022] OCEANO: 6 [11:43, 09/09/2022] Webafrica: Hi there Daniel, thank you for getting in touch with Webafrica. We will connect you to the next available agent as soon as possible so we can get your query sorted out in a jiffy.

Need to go grab a cuppa while you wait? No problem! Just keep an ear out for when we message you back on this platform. [12:25, 09/09/2022] Webafrica: Enrico: Hi there, my name is Enrico, how can I assist you today? [12:26, 09/09/2022] OCEANO: Hi [12:26, 09/09/2022] OCEANO: Please read above [12:28, 09/09/2022] Webafrica: Enrico: Good day Daniel. Please provide me with your cellphone number or email address for your Webafrica account? [12:29, 09/09/2022] OCEANO: *** [12:34, 09/09/2022] Webafrica: Enrico: Thank you Daniel. This is regarding a router delivery? [12:34, 09/09/2022] OCEANO: If you guys were to compete for worst customer service in the world you might win the first prize [12:35, 09/09/2022] OCEANO: As stated a few times before, yes, it is about the delivery of a stupid router [12:36, 09/09/2022] Webafrica: Is this the correct address where the router needs to go to? [12:36, 09/09/2022] OCEANO: Yes [12:40, 09/09/2022] Webafrica: Enrico: As per the courier they could not find the address Daniel. I am able to provide you with your waybill number and their contact number to provide the correct address? [12:42, 09/09/2022] OCEANO: Ok [12:43, 09/09/2022] Webafrica: Enrico: The waybill is NLYWADCI05238 and the contact number is *** [12:49, 09/09/2022] OCEANO: May I see a copy of the waybill? [12:50, 09/09/2022] Webafrica: Enrico: Meaning? [12:50, 09/09/2022] OCEANO: I want to see the waybill generated by yourselves [12:51, 09/09/2022] Webafrica: Enrico: No waybill has been generated yet due to no delivery taking place. [12:54, 09/09/2022] OCEANO: You cannot generate an order without an waybill [12:54, 09/09/2022] OCEANO: Do not try to fool me [12:54, 09/09/2022] OCEANO: Deliver takes place according to a waybill [12:55, 09/09/2022] Webafrica: Enrico: Which I showed you the address as it is on the delivery order. [12:55, 09/09/2022] OCEANO: Your stupid emloyees wrote the wrong address [12:55, 09/09/2022] Webafrica: Enrico: I am sorry to hear that. You confirmed the address is correct? [12:56, 09/09/2022] OCEANO: Yes [12:57, 09/09/2022] OCEANO: This is what I have confirmed [12:57, 09/09/2022] OCEANO: When you created the delivery instruction, the waybill, you wrote the wrobg address [12:57, 09/09/2022] OCEANO: Wrong [12:57, 09/09/2022] Webafrica: Yes this is what was given to the courier. [12:58, 09/09/2022] OCEANO: No [12:58, 09/09/2022] OCEANO: That is why I am asking for the waybill [12:58, 09/09/2022] Webafrica: Enrico: Here is the waybill number NLYWADCI05238 [13:00, 09/09/2022] OCEANO: This is not the address Downwing has [13:00, 09/09/2022] OCEANO: You also gave them the wrong phone number [13:01, 09/09/2022] OCEANO: I have specifically asked for the delivery phone number to be different to mine [13:01, 09/09/2022] OCEANO: But you are careless [13:02, 09/09/2022] Webafrica: Enrico: Is the correct number *** ? [13:35, 09/09/2022] Webafrica: Hi Daniel, it seems there has been no communication between yourself and our live chat agent for quite some time. This chat session has now expired but if you'd still like to speak to an agent again, please start a new live chat session. The new agent will have a copy of your last conversation. [13:36, 09/09/2022] Webafrica: Looks like you're done, your live chat session (***) has been closed and you're back with Willie again, Press 1 to reopen chat, Press 2 to rate your experience with Enrico or press 0 to return to the main menu. [13:14, 14/10/2022] OCEANO: Hi - Please can you assist me? [13:14, 14/10/2022] Webafrica: Hi, thank you for making use of our Live Chat support chat.

Our friendly bot, Willie will try to answer any questions you may have.

You may also use the following menu shortcuts (type the shortcut in bold below).

1: I have a billing enquiry. 2: I've received all the components necessary to go online but need help setting them up. 3: I need an update on my order, delivery or installation. 4: I want to order a service. 5: I have a connection/speed issue and need assistance. [13:17, 14/10/2022] OCEANO: 1 [13:17, 14/10/2022] Webafrica: To help us assist you quicker, please choose one of the following reasons for this enquiry:

1. I changed to Fibre or LTE and now need help with my bill 2. I have been billed incorrectly 3. I moved home and need help with my bill 4. I need information regarding my cancellation 5. I need information regarding my credit or refund 6. My account has been suspended 7. My account has been suspended even though I have paid the bill 8. My payment has failed 9. Other [13:17, 14/10/2022] OCEANO: 1 [13:17, 14/10/2022] Webafrica: Hi there Daniel Sandu, thank you for getting in touch with Webafrica. We will connect you to the next available agent as soon as possible so we can get your query sorted out in a jiffy.

Need to go grab a cuppa while you wait? No problem! Just keep an ear out for when we message you back on this platform. [13:17, 14/10/2022] Webafrica: Victor: Hi there, my name is Victor, how can I assist you today? [13:18, 14/10/2022] OCEANO: I need someone to call me as my issue is difficult to explain over whatsapp [13:19, 14/10/2022] Webafrica: Victor: unfortunately the only platform to communicate is via live chat , what is the problem i am here to assist [13:20, 14/10/2022] OCEANO: If no one calls me I will have to change to a different provider [13:27, 14/10/2022] Webafrica: Victor: please provide the reason for callback [13:30, 14/10/2022] OCEANO: my issue is difficult to explain over whatsapp [13:34, 14/10/2022] Webafrica: Victor: you should give me something to add when requesting call back [13:35, 14/10/2022] OCEANO: My address is wrong, my billing is wrong, my credit/refund is not showing and the list goes on [13:40, 14/10/2022] Webafrica: this address is wrong ? [14:04, 14/10/2022] OCEANO: Yes [14:04, 14/10/2022] OCEANO: It is wrong [14:04, 14/10/2022] OCEANO: This is my old account [14:05, 14/10/2022] OCEANO: My new account is at: [14:05, 14/10/2022] OCEANO: 4 Klein Melkbos Geirge Mellet Crescent Melkbosstrand Cape Town, Western Cape, 7441 [14:06, 14/10/2022] OCEANO: George Mellet Crescent (sorry) [14:07, 14/10/2022] OCEANO: If I edit my address in my account, will it reflect on my invoice as the new address for the month of October or only month of next billing? [14:09, 14/10/2022] Webafrica: Victor: do you know your customer code for the new account ? [14:09, 14/10/2022] OCEANO: No [14:10, 14/10/2022] OCEANO: It should be FCC42 [14:14, 14/10/2022] Webafrica: this is it [14:15, 14/10/2022] OCEANO: If we would speak on the phone we would resolve everything quicker [14:15, 14/10/2022] OCEANO: As I have said it is difficult to explain on whatsapp as it is a longer story [14:21, 14/10/2022] Webafrica: Victor: i will change the address now [14:22, 14/10/2022] OCEANO: Please do not change address [14:22, 14/10/2022] OCEANO: Before we sort out the real issues here [14:22, 14/10/2022] OCEANO: Ok, is anyone going to call me or not? [14:23, 14/10/2022] OCEANO: If not I would like to end our conversation [14:24, 14/10/2022] Webafrica: Victor: since i will assist here no call will be made [14:28, 14/10/2022] OCEANO: ok [14:28, 14/10/2022] OCEANO: Bye [14:29, 14/10/2022] Webafrica: Victor: can we change the address now ? [14:29, 14/10/2022] OCEANO: No you stupid [14:29, 14/10/2022] OCEANO: You are useless [14:29, 14/10/2022] Webafrica: Victor: can we sort this out please [14:30, 14/10/2022] OCEANO: I will sort it out myself [14:30, 14/10/2022] OCEANO: Will go to a provider who cares about my money [14:31, 14/10/2022] OCEANO: I need a refund for everything that I have paid you extra [14:32, 14/10/2022] Webafrica: Victor: please lets fix this [14:32, 14/10/2022] OCEANO: no need, I had enough [14:33, 14/10/2022] Webafrica: Victor: Apologies for the inconvenience , i know this is frustration but i am here to assist [14:34, 14/10/2022] OCEANO: You are here to frustrate your clients, you are so right... and you are succeding [14:37, 14/10/2022] Webafrica: Victor: please lets fix this [14:40, 14/10/2022] OCEANO: 🤣 [14:41, 14/10/2022] OCEANO: Your company is a joke [14:42, 14/10/2022] OCEANO: You will get what you deserve in the end [14:43, 14/10/2022] OCEANO: I wouldnt be surprised that it is run by some kindergarten kids or the ANC [14:44, 14/10/2022] OCEANO: I will make sure to convert my neighbours and my friends to a different provider, will go on a campaign against your company [14:46, 14/10/2022] Webafrica: Victor: is there anything else that i can assist you with ? [14:46, 14/10/2022] OCEANO: ☝️ [14:49, 14/10/2022] Webafrica: Victor: please note that you will need to type END CHAT to close our conversation. [14:50, 14/10/2022] OCEANO: END CHAT [14:50, 14/10/2022] Webafrica: Looks like you're done, your live chat session (***) has been closed and you're back with Willie again, Press 1 to reopen chat, Press 2 to rate your experience with Victor or press 0 to return to the main menu. [14:21, 24/10/2022] OCEANO: 0 [14:21, 24/10/2022] Webafrica: Hi, thank you for making use of our Live Chat support chat.

Our friendly bot, Willie will try to answer any questions you may have.

You may also use the following menu shortcuts (type the shortcut in bold below).

0: Main Menu. 1: Check available internet services in your area. 2: Troubleshoot your connection. 3: Check if you're affected by any outages. 4: Chat to one of our agents. 5: Get an update on your line fault. 6: Search our Knowledgebase Articles for answers. 7: Get your latest Statement emailed to you. [14:21, 24/10/2022] Webafrica: 0: Main Menu. 1: Check available internet services in your area. 2: Troubleshoot your connection. 3: Check if you're affected by any outages. 4: Chat to one of our agents. 5: Get an update on your line fault. 6: Search our Knowledgebase Articles for answers. 7: Get your latest Statement emailed to you. [14:21, 24/10/2022] OCEANO: 4 [14:21, 24/10/2022] Webafrica: Before I put you through to an agent, can I please have your name? [14:21, 24/10/2022] OCEANO: Daniel [14:21, 24/10/2022] Webafrica: Thanks, can I also please have your email address? [14:22, 24/10/2022] OCEANO: *** [14:22, 24/10/2022] Webafrica: Thanks Daniel. Please choose the appropriate option below so that we may direct your chat to the correct department.

1: I have a billing enquiry. 2: I've received all the components necessary to go online but need help setting them up. 3: I need an update on my order, delivery or installation. 4: I want to order a service. 5: I have a connection/speed issue and need assistance. [14:22, 24/10/2022] OCEANO: 5 [14:23, 24/10/2022] Webafrica: To help us assist you quicker, please choose one of the following reasons for this enquiry:

1. My internet is down 2. My internet is slow 3. Other [14:23, 24/10/2022] OCEANO: 3 [14:23, 24/10/2022] Webafrica: Hi there Daniel, thank you for getting in touch with Webafrica. We will connect you to the next available agent as soon as possible so we can get your query sorted out in a jiffy.

Need to go grab a cuppa while you wait? No problem! Just keep an ear out for when we message you back on this platform. [14:23, 24/10/2022] Webafrica: Masindi: Hi there, my name is Masindi, how can I assist you today? [14:25, 24/10/2022] OCEANO: I need to cancel my Internet Fiber with Webafrica with immediate effect [14:28, 24/10/2022] Webafrica: Masindi: HI Daniel, Thanks for coming through to us – can I ask why you want to cancel? [14:29, 24/10/2022] OCEANO: Because of Webafrica customer service [14:30, 24/10/2022] OCEANO: If you need details... you do not have a phone line to be called, unacceptable to me, as Whatsapp is difficult to explain certain issues and cumbersome [14:30, 24/10/2022] OCEANO: Also you may view my past conversations on Whatsapp and you will understand [14:31, 24/10/2022] OCEANO: So, I am moving to a different provider because of those reasons [14:34, 24/10/2022] Webafrica: Masindi: im so sorry to hear that Daniel out of 10, 9 customers prefer WhatsApp which is why the discontinuation of call center, however we can always call you should you request to be called [14:36, 24/10/2022] OCEANO: I requested that in my last conversation and Victor, my conversant, refused... [14:36, 24/10/2022] OCEANO: Told him if no one calls me I will move to a different provider [14:36, 24/10/2022] OCEANO: So I signed with a different provider [14:39, 24/10/2022] Webafrica: Masindi: im so sorry to hear that Daniel, that definitely is not the type of service we wish for our customers to experience, i can assure you i will escalate the behavior of the previous agent as i do not want to see you go [14:47, 24/10/2022] OCEANO: I am going [14:47, 24/10/2022] OCEANO: So, let's cancel my service with immediate effect please, as I need to activate the new provider on the same fiber line [14:48, 24/10/2022] OCEANO: So I need you to deactivate my account with Octotel [14:49, 24/10/2022] Webafrica: Masindi: we unfortunately do not have immediate cancellations but we have a full calendar months notice request, please hold while i put you through to our cancellations team [14:49, 24/10/2022] Webafrica: You are being transferred to an agent, please wait while I connect you... [14:59, 24/10/2022] OCEANO: When am I getting connected? [14:59, 24/10/2022] Webafrica: Hi, Willie-the-bot here, I'm still trying to put you through to one of our Live Chat agents, they'll message you as soon as they're available. If however you'd prefer to cancel the Live Chat request, simply type ENDCHAT. [15:04, 24/10/2022] Webafrica: Winchesro: Hi there, my name is Winchesro, how can I assist you today? [15:04, 24/10/2022] OCEANO: Hi [15:06, 24/10/2022] OCEANO: I need to cancel my service with Webafrica on the last day of the month as I have signed up with a new provider and Octotel needs to assign the fiber line to the new provider [15:08, 24/10/2022] Webafrica: Winchesro: Hi, Thank you so much for reaching out to us. I can certainly assist you with your cancellation request. So that i may assist you can you please confirm your name and number for me? [15:09, 24/10/2022] OCEANO: Daniel Sandu *** [15:10, 24/10/2022] Webafrica: Winchesro: Thank you Daniel, We are so sorry that you are leaving us. If you don't mind me asking what's the reason for cancellation request today? [15:10, 24/10/2022] OCEANO: Poor customer service [15:10, 24/10/2022] Webafrica: Winchesro: Are they offering you a better price than us maybe we can do a price match for you? [15:11, 24/10/2022] OCEANO: Nonexistent in fact [15:11, 24/10/2022] OCEANO: No, I am paying more, but happy [15:13, 24/10/2022] Webafrica: Winchesro: I'm so sorry to hear you have been experiencing a poor connection Daniel. Please allow me to get this rectified for you. if you like i can arrange one of our tech support team members to give you a direct callback and assist you with getting your service back up t par. For the huge inconvenience ill be able to cover next months monthly fees for you [15:14, 24/10/2022] OCEANO: It is not poor connection [15:14, 24/10/2022] OCEANO: It is bad customer service [15:15, 24/10/2022] OCEANO: I do not need any favours, you had your chance to call me when I have requested that with Victor, whom refused to get someone to call me [15:16, 24/10/2022] OCEANO: I am happier to move to my new provider [15:16, 24/10/2022] OCEANO: As they do offer phone customer service [15:18, 24/10/2022] Webafrica: Winchesro: Thank you so much Daniel for the feedback again im sorry for the poor customer service you have received from us. [15:19, 24/10/2022] Webafrica: Winchesro: I have had a look at your account and i see that there is a clawback fee attached to the cancellation of the service for a total of R1725.00 are you aware of this? [15:21, 24/10/2022] OCEANO: I trully believe you are walking on dangerous ground here [15:21, 24/10/2022] OCEANO: I have not signed anything with you to that extent [15:22, 24/10/2022] OCEANO: Your company has made no installation as the premises I have moved into, already had fiber line installed [15:23, 24/10/2022] OCEANO: The existing line was installed by Octotel long before [15:23, 24/10/2022] Webafrica: Winchesro: Noted. Please hold while i check in with our provisioning team so they can confirm this for us. [15:40, 24/10/2022] OCEANO: ? [15:41, 24/10/2022] Webafrica: Winchesro: i have sent of the request. I am just awaiting feedback from them Daniel. [15:42, 24/10/2022] OCEANO: You see? This is part of customer service... [15:42, 24/10/2022] OCEANO: This information should be readily available at any given time [15:44, 24/10/2022] Webafrica: Winchesro: Im so sorry unfortunately i do not have access to the information we require right now. As soon as they get back to me ill advise you of the feedback. [16:21, 24/10/2022] Webafrica: Hi Daniel, it seems there has been no communication between yourself and our live chat agent for quite some time. This chat session has now expired but if you'd still like to speak to an agent again, please start a new live chat session. The new agent will have a copy of your last conversation. [16:21, 24/10/2022] Webafrica: Looks like you're done, your live chat session (***) has been closed and you're back with Willie again, Press 1 to reopen chat, Press 2 to rate your experience with Winchesro or press 0 to return to the main menu. [16:22, 24/10/2022] OCEANO: 1 [16:22, 24/10/2022] Webafrica: Let me try to reconnect you to the Live Chat agent you were chatting to, please hold a moment... [16:30, 24/10/2022] Webafrica: I'm sorry its taking longer than usual to connect you to an agent. I'll keep trying... [16:45, 24/10/2022] Webafrica: I'm sorry its taking longer than usual to connect you to an agent. I'll keep trying... [17:00, 24/10/2022] Webafrica: Hi there, Willie-the-bot here...

Sorry to have kept you waiting for so long, unfortunately it seems that all our agents are currently busy.

I have sent a request to our agents asking them to reach out to you when they’re available again. They’ll reach out via Whatsapp, so please keep an eye out for their message during our office hours. In the meantime, perhaps I can help you with your query? Type 0 to see the main menu. [17:00, 24/10/2022] Webafrica: Jocelyn: Hi there, my name is Jocelyn, how can I assist you today? [17:03, 24/10/2022] OCEANO: Please read above [17:04, 24/10/2022] Webafrica: Jocelyn: one moment for me please Daniel [17:36, 24/10/2022] Webafrica: Hi Daniel, it seems there has been no communication between yourself and our live chat agent for quite some time. This chat session has now expired but if you'd still like to speak to an agent again, please start a new live chat session. The new agent will have a copy of your last conversation. [17:36, 24/10/2022] Webafrica: Looks like you're done, your live chat session (***) has been closed and you're back with Willie again, Press 1 to reopen chat, Press 2 to rate your experience with Jocelyn or press 0 to return to the main menu. [17:56, 24/10/2022] OCEANO: 1 [17:56, 24/10/2022] Webafrica: Let me try to reconnect you to the Live Chat agent you were chatting to, please hold a moment... [18:00, 24/10/2022] Webafrica: I'm sorry its taking longer than usual to connect you to an agent. I'll keep trying... [18:02, 24/10/2022] Webafrica: Jocelyn: Hi there, my name is Jocelyn, how can I assist you today? [18:02, 24/10/2022] OCEANO: Ate you guys going to ask the same thing forever? [18:03, 24/10/2022] OCEANO: I started this conversation at 14:21 [18:03, 24/10/2022] OCEANO: We are still here and nowhere [18:04, 24/10/2022] OCEANO: I need to cancel my account from 31 Oct 2022 [18:09, 24/10/2022] OCEANO: ? [18:09, 24/10/2022] Webafrica: Jocelyn: i do apologies for this Daniel i have just logged the request with our team for them to have the address correct with the courier [18:09, 24/10/2022] OCEANO: What? [18:10, 24/10/2022] OCEANO: What courier? [18:14, 24/10/2022] Webafrica: Jocelyn: i see you were querying the incorrect address with the previous agent [18:15, 24/10/2022] OCEANO: This is the current request [18:16, 24/10/2022] Webafrica: Jocelyn: that is why i said thati am currently sending a request to our team to have the address corrected [18:17, 24/10/2022] OCEANO: I do not need address to be corrected [18:17, 24/10/2022] OCEANO: I need to cancel my accouny [18:18, 24/10/2022] OCEANO: Accouny [18:18, 24/10/2022] OCEANO: Account [18:19, 24/10/2022] Webafrica: Jocelyn: in order to have the account cancelled i will have to put you through to our retentions team to assist you with the cancelation. please hold while i put you through [18:19, 24/10/2022] Webafrica: You are being transferred to an agent, please wait while I connect you... [18:26, 24/10/2022] OCEANO: ? [18:26, 24/10/2022] Webafrica: Hi, Willie-the-bot here, I'm still trying to put you through to one of our Live Chat agents, they'll message you as soon as they're available. If however you'd prefer to cancel the Live Chat request, simply type ENDCHAT. [19:00, 24/10/2022] Webafrica: I'm sorry its taking longer than usual to connect you to an agent. I'll keep trying... [19:03, 24/10/2022] OCEANO: Keep trying you useless robot [19:03, 24/10/2022] Webafrica: Hi, Willie-the-bot here, I'm still trying to put you through to one of our Live Chat agents, they'll message you as soon as they're available. If however you'd prefer to cancel the Live Chat request, simply type ENDCHAT. [19:15, 24/10/2022] Webafrica: I'm sorry its taking longer than usual to connect you to an agent. I'll keep trying... [19:30, 24/10/2022] Webafrica: I'm sorry its taking longer than usual to connect you to an agent. I'll keep trying... [19:45, 24/10/2022] Webafrica: I'm sorry its taking longer than usual to connect you to an agent. I'll keep trying... [20:00, 24/10/2022] Webafrica: I'm sorry its taking longer than usual to connect you to an agent. I'll keep trying... [20:15, 24/10/2022] Webafrica: I'm sorry its taking longer than usual to connect you to an agent. I'll keep trying... [20:30, 24/10/2022] Webafrica: Hi there, Willie-the-bot here...

Sorry to have kept you waiting for so long, unfortunately it seems that all our agents are currently busy.

I have sent a request to our agents asking them to reach out to you when they’re available again. They’ll reach out via Whatsapp, so please keep an eye out for their message during our office hours. In the meantime, perhaps I can help you with your query? Type 0 to see the main menu. [07:41, 25/10/2022] Webafrica: Duwyne: Hi there, my name is Duwyne, how can I assist you today? [07:44, 25/10/2022] OCEANO: Hi [07:44, 25/10/2022] OCEANO: I need to cancel my account with effect from 31 Oct 2022 [07:46, 25/10/2022] Webafrica: Duwyne: Good morning Daniel. We are sad to hear you would like to cancel your service with Webafrica. Could you please provide me with your phone number and email address? [07:46, 25/10/2022] OCEANO: *** [07:46, 25/10/2022] OCEANO: *** [07:47, 25/10/2022] Webafrica: Duwyne: Thank you very much, Daniel. While I load your account, could you please provide me with your reason for cancellation? [07:48, 25/10/2022] OCEANO: Nonexistent customer service [07:49, 25/10/2022] OCEANO: Will not go into details, I do not need a proposal from you, I just want a cancellation to be able to connect to another service provider [07:50, 25/10/2022] Webafrica: Duwyne: I'm sorry to hear you've had a bad experience with our customer service. Might there be any chance you would be so kind to give us another chance to rectify the matter? [07:50, 25/10/2022] OCEANO: No [07:52, 25/10/2022] Webafrica: Duwyne: Okay, I completely do understand. Let me go ahead and process the cancellation for you. Please note that we do require a full calendar month's notice for a cancellation to be processed, meaning your service will only be canceled by the end of November. [07:52, 25/10/2022] OCEANO: No [07:52, 25/10/2022] OCEANO: I want the service cancelled to connect to my new provider, I am cancelling because of your behaviour [07:53, 25/10/2022] OCEANO: So will not accept to pay for November and also I have a credit note of R649 which you may use towards November [07:53, 25/10/2022] OCEANO: But I want to switch now [07:57, 25/10/2022] Webafrica: Duwyne: I completely understand the frustration, however, that is the cancellation policy we would need to follow for the service to be canceled. [07:57, 25/10/2022] OCEANO: You know what [07:57, 25/10/2022] OCEANO: You wilk cancel anyways for non payment [07:58, 25/10/2022] OCEANO: I will use a LTE in the mean time [07:58, 25/10/2022] OCEANO: But you will not get another cent from me [07:58, 25/10/2022] OCEANO: In the mean time I will ask for another new fiber installation [07:59, 25/10/2022] OCEANO: As I have said before your customer service is useless [07:59, 25/10/2022] OCEANO: You have no respect for your customers [07:59, 25/10/2022] OCEANO: You have no land line to call [07:59, 25/10/2022] OCEANO: Will make sure to speak the truth about your company as often as I get the chance [08:00, 25/10/2022] Webafrica: Duwyne: I'll be able to cancel the service for you, it will however just cancel by the end of next month. [08:00, 25/10/2022] OCEANO: No need [08:00, 25/10/2022] Webafrica: Duwyne: Would you like me to go ahead with the cancellation? [08:01, 25/10/2022] OCEANO: You cand do whatever you want [08:01, 25/10/2022] OCEANO: End chat [08:01, 25/10/2022] Webafrica: Looks like you're done, your live chat session (***) has been closed and you're back with Willie again, Press 1 to reopen chat, Press 2 to rate your experience with Duwyne or press 0 to return to the main menu. [08:01, 25/10/2022] OCEANO: 2 [08:01, 25/10/2022] Webafrica: Question 1 of 2:

Based on your experience with Duwyne, between 1 and 10, how likely are you to recommend Webafrica to your family and friends?

1: Being Unlikely 10: Being Extremely Likely [08:01, 25/10/2022] OCEANO: 1 [08:01, 25/10/2022] Webafrica: Question 2 of 2:

Was Duwyne able to resolve your issue?

0: No 1: Yes [08:01, 25/10/2022] OCEANO: 0 [08:01, 25/10/2022] Webafrica: Thank you for your valuable feedback, it is important to us and I'll make sure it gets sent through to our management team. [08:01, 25/10/2022] Webafrica: Overall, how easy was it for you to solve your issue today? 1. Extremely Easy 2. Easy 3. Neutral 4. Difficult 5. Extremely Difficult [08:01, 25/10/2022] OCEANO: 5 [08:01, 25/10/2022] Webafrica: Thank you for your feedback.. [08:01, 25/10/2022] Webafrica: Please choose an appropriate option from the menu below.

Our friendly bot, Willie will try to answer any questions you may have.

You may also use the following menu shortcuts (type the shortcut in bold below).

1: I have a billing enquiry. 2: I've received all the components necessary to go online but need help setting them up. 3: I need an update on my order, delivery or installation. 4: I want to order a service. 5: I have a connection/speed issue and need assistance. [10:00, 04/11/2022] OCEANO: 4 [10:00, 04/11/2022] Webafrica: Hi there Daniel, thank you for getting in touch with Webafrica. We will connect you to the next available agent as soon as possible so we can get your query sorted out in a jiffy.

Need to go grab a cuppa while you wait? No problem! Just keep an ear out for when we message you back on this platform. [10:00, 04/11/2022] Webafrica: Mpho: Hi there, my name is Mpho, how can I assist you today? [10:01, 04/11/2022] OCEANO: I need you to release the cancelation of my account to Octotel in order to connect to another ISP [10:01, 04/11/2022] OCEANO: Account FCC42 [10:02, 04/11/2022] Webafrica: Mpho M.: May i transfer you to the right department to assist you . [10:02, 04/11/2022] OCEANO: Ok [10:03, 04/11/2022] Webafrica: You are being transferred to an agent, please wait while I connect you... [10:09, 04/11/2022] OCEANO: Hello [10:09, 04/11/2022] Webafrica: Hi, Willie-the-bot here, I'm still trying to put you through to one of our Live Chat agents, they'll message you as soon as they're available. If however you'd prefer to cancel the Live Chat request, simply type ENDCHAT. [10:11, 04/11/2022] Webafrica: Derik: Hi there, my name is Derik, how can I assist you today? [10:12, 04/11/2022] OCEANO: I need you to release the cancelation of my account FCC42 to Octotel in order to connect to another ISP [10:13, 04/11/2022] Webafrica: Derik: Hello [10:13, 04/11/2022] Webafrica: Derik: is it for Fanie Dreyer Drive [10:13, 04/11/2022] OCEANO: Yes [10:14, 04/11/2022] Webafrica: Derik: i see the service is still active [10:14, 04/11/2022] Webafrica: Derik: why do you want to cancel? [10:15, 04/11/2022] OCEANO: Because I am not receiving customer support, I have explained my reasons for more than 2 months now [10:16, 04/11/2022] OCEANO: With different interlocutors [10:18, 04/11/2022] Webafrica: Derik: what is the problem with your service kindly? [10:22, 04/11/2022] OCEANO: Firstly I have asked for the service/account to be moved from one location to another at end of August. You left me without Internet for about 10 days. My account address is wrong, it is still displaying my old address. There was a credit note of R649, because in September you asked for payments for my old premises and my new premises, but this credit note is not accounted for. My account displays 3 services, I only have one. This chat support is cumbersome and there is no phone number to call. [10:23, 04/11/2022] OCEANO: The account was not moved, you signed me up for a new account and the list carry on... [10:26, 04/11/2022] OCEANO: My reason for leaving Webafrica is simply because of your ignorance towards your customers support, nothing else [10:26, 04/11/2022] OCEANO: We deserve to be treated better [10:27, 04/11/2022] OCEANO: As a customer I should not be forced to use Whatsapp, it is ******* [10:29, 04/11/2022] Webafrica: Derik: CREDIT NOTE: Fibre: Octotel Uncapped 35/20 Mbps - cka43@wafibre (2022-09-01 - 2022-09-30) FCC*** 2022-09-01 [10:29, 04/11/2022] Webafrica: Derik: looks like we did credit for that month you advising of kindly [10:30, 04/11/2022] Webafrica: Derik: the address display is that of your old address as we have moved the service but the billing addess is not updated by us. This you can change yourself via customer zone under personal details [10:30, 04/11/2022] OCEANO: It shows as credit, but in Oct 22 I paid for my new line... [10:30, 04/11/2022] Webafrica: Derik: the service seems active [10:31, 04/11/2022] Webafrica: Derik: i am sorry if you fel the service has not been great [10:33, 04/11/2022] OCEANO: The R649 as a credit note does not reflect in real accounting transaction, as I paid for my new line in September and October, so it does not reflect, but a mere line in a list... [10:33, 04/11/2022] Webafrica: Derik: for October we charged R449 [10:34, 04/11/2022] Webafrica: Derik: a credit note means we have again removed the charge [10:34, 04/11/2022] OCEANO: That is R30 less, my line costs R479/pm [10:34, 04/11/2022] Webafrica: Derik: a credit is a credit and not sure how to more explain that kindly [10:34, 04/11/2022] Webafrica: Derik: All seems fine on your account [10:34, 04/11/2022] OCEANO: It is not fine [10:35, 04/11/2022] Webafrica: Derik: you aRE GETTING A R360.00 Recurring Discount [10:35, 04/11/2022] OCEANO: I am a Financial Information System Engineer [10:35, 04/11/2022] OCEANO: I know how these things work [10:36, 04/11/2022] Webafrica: Derik: Okay , is there anything i can do to change your mind or are you set on cancelling then i can pop you to our cancel team kindly? [10:37, 04/11/2022] OCEANO: I am set on the cancellation, I have specified all of this before [10:37, 04/11/2022] OCEANO: This is an offer you had [10:38, 04/11/2022] OCEANO: Has nothing to do with the credit note [10:42, 04/11/2022] Webafrica: Derik: okay no worries , let me then get you to our cancel team [10:42, 04/11/2022] Webafrica: Derik: bear with me [10:42, 04/11/2022] Webafrica: You are being transferred to an agent, please wait while I connect you... [11:02, 04/11/2022] OCEANO: Hello [11:02, 04/11/2022] Webafrica: Hi, Willie-the-bot here, I'm still trying to put you through to one of our Live Chat agents, they'll message you as soon as they're available. If however you'd prefer to cancel the Live Chat request, simply type ENDCHAT.

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