******* service

I am writing to formally cancel my fibre service and request that Webafrica arrange collection of all equipment immediately. I have never in my life experienced such appalling service from a service provider. I app**** for home fibre on 29 July. I was then contacted and told that the fibre connection at my address appeared to already be installed and registered to another person. I immediately explained that this could not be correct, as I purchased the property in 2018 and have been the owner ever since. I was subsequently instructed to provide proof of residence and pay R249 for installation, which I did at the beginning of August. Since then, the experience has been one failure after another: On 10 August, installation was supposedly arranged, but the installation details had my address incorrectly recorded as being in Edenvale. I am in Centurion. The technicians were apparently dispatched by Vumatel to the incorrect area/address. I complained to Vumatel and made arrangements for the issue to be addressed. From 10 August until 24 August, I waited for the router. The router was finally delivered around midday on 24 August. Immediately thereafter, I received notification that I was required to pay a prorated amount. I immediately reported that the router/service was not working. I was told the matter would be escalated to Vumatel and that someone would come to my property on 25 August. On 25 August I was contacted, but the technician again had the incorrect location and had been allocated to Edenvale instead of Centurion. The technician never arrived at my property. Today, 26 August, at approximately 14:00, I still have no working fibre connection and nobody has come to resolve the issue. Despite all of this, I have now been informed that my service has been disconnected because of an alleged outstanding amount of R859. This is completely unacceptable. I dispute the R859 in full. I cannot reasonably be expected to pay for a service that was never successfully activated, never worked, and was repeatedly delayed or misdirected due to errors in your installation and provisioning process. I therefore request the following: Immediate cancellation of my Webafrica fibre service without any cancellation or early termination penalty. Immediate reversal/waiver of the alleged R859 outstanding balance. Confirmation that I will not be handed over to collections or have any adverse credit reporting as a result of this disputed amount. Confirmation of what has happened to the R249 installation payment I made at the beginning of August, given that the service was never successfully installed and activated. Arrangements for Webafrica to collect the router and any other equipment supp**** to me, at Webafrica's cost. Written confirmation that my account is closed with a zero balance and that there will be no further billing. I have been patient throughout this process and have repeatedly cooperated with Webafrica, Vumatel and the installation teams. I have provided the requested documentation, paid the requested installation fee, waited for installation, waited for the router and made myself available for technicians — only for the process to repeatedly fail because the address/location was incorrectly captured. I am no longer prepared to continue dealing with this level of service. I will be returning to Rain for my internet service. Please treat this email as a formal cancellation and billing dispute and confirm, in writing, the equipment collection arrangements and that my account has been closed with no outstanding amount. I expect this matter to be resolved urgently.