Subject: Formal Complaint and Request for Refund Due to Unresolved Fiber Installation – URGENT Poor customer service

Subject: Formal Complaint and Request for Refund Due to Unresolved Fiber Installation – URGENT

To Whom It May Concern,

I am writing to formally lodge a complaint regarding the extremely poor service I have received from WebAfrica in relation to a fiber installation request made on 28 May 2025.

Since initiating the request, I have been forced to engage solely via your WhatsApp chat platform, which consistently ends chats prematurely, preventing any resolution. Over the past four days, I have been passed from one consultant to another, each repeating the same script and failing to acknowledge the information I have already provided.

I have repeatedly informed your team that there is an existing line at the property, but the previous occupant is no longer contactable. Despite this, your consultants continue to ask that I reach out to the former tenant to release the line — something I have explained multiple times is not possible.

Furthermore, I was asked to provide proof of property ownership, which I submitted via email as requested. To date, I have received no response, no feedback, no escalation, and no installation.

Meanwhile, payment has already been made, yet no progress has been made on your side. Instead, I receive automated emails stating that my case “cannot be solved.” This is completely unacceptable.

Due to your failure to deliver any meaningful service:

I have had to spend money daily on mobile data. My children are writing exams and are unable to access the internet for study purposes. I am unable to work from home, which is causing professional and financial consequences.

At this stage, I no longer want anything to do with your service. You have shown no regard for customer experience or urgency. I therefore demand a full refund immediately so I can seek assistance from a more capable service provider.

If this matter is not resolved today , I will escalate it to the Consumer Protection Office and take further steps as necessary.

Kindly treat this as urgent and respond without further delay.