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Hello Heldriaan
There are currently some technical challenges on the HelloPeter platform that may delay responses on this channel. Even so, we’re actively reaching out to make sure all queries are being picked up and assisted.

If you haven’t connected with a support agent yet, please drop us a private message so we can take it from there and avoid any duplicated work that could slow things down.

We’re here to help and keep things moving smoothly. 

Warm regards, 
Webafrica Crew

Hi Heldriaan, 
We understand you’re looking to have your services fully cancelled and your refund processed.

Our cancellations team is currently working on your request. Once the cancellation has been finalised and the account has been reviewed, any eligible refund will be processed accordingly.

If there are any outstanding steps or information needed from your side, the team will reach out to you directly to avoid any delays.

Warm regards,
 Webafrica Crew

Hi Heldriaan ,
We understand how frustrating it must be to still be waiting on your refund after following up multiple times, especially when you’re expecting funds to be returned without delay. When it comes to your money, clarity and timely action are essential, and we can see why this has become a major concern.
We can confirm that your service has been cancelled, and your refund request remains in progress. We have requested for the Finance Team to follow up again with Vumatel to obtain an update on the status of your refund. As soon as feedback is received, you will be provided with further updates.
We will continue to push this internally to ensure your refund is progressed and that you receive the outcome you’ve been waiting for as soon as possible.
Warm regards,
Webafrica Crew

Hi Heldriaan ,
Thank you for reaching out and for sharing how this situation has been impacting you. It’s completely understandable that this has added stress and frustration after everything you’ve experienced, especially with the ongoing delay around your refund.
This isn’t the kind of experience we aim to provide, particularly when it comes to clear communication and timely handling of refunds.
While compensation is not something we’re able to provide, please be assured that the priority remains on ensuring your refund is processed and finalised as soon as possible. The relevant teams remain actively engaged, and your case continues to be followed up to move this toward resolution.
We will continue to push internally to ensure your refund is completed and this matter is brought to a proper close.
Warm regards,
Webafrica Crew

Hi Heldriaan ,

We apologize for the time taken to get this refund query resolved. To move this forward, we have raised an urgent follow-up with our Finance teams who manage all Vuma Reach refunds directly under reference#ENY67- Refund. We will continue to be here for you for any further support or updates.
 
Warm regards,
Webafrica Crew

Hi Heldriaan,
Thank you for your follow-up. We understand your urgency in wanting the refund finalised as soon as possible, especially after waiting for an update.
As confirmed in the email sent on 10 June, your refund request has been submitted for review. This process typically takes between 10 to 15 business days for Vumatel to determine whether the refund is valid. At this stage, it is still within the expected turnaround time.
Once the refund is approved, you will receive an email from PayFast (***) requesting confirmation of your banking details. This step is required in order to release the funds from your PayFast wallet into your bank account. The overall timeline will depend on when those details are confirmed.
Please keep an eye out for this communication. If the 15 business days has passed and you have not received any correspondence from PayFast, kindly respond to the email you received on 10 June with your bank confirmation letter in order for them to escalate the matter.
Warm regards,
Webafrica Crew