Terrible Customer Support and not releasing my line after cancellation

I have had my internet service with yourselves for several years and continued to support Web Africa due to the great service, however now when choosing to cancel my services, I have been met with the most unhelpful support ever. Firstly not being able to contact anyone by means of a phone call, and secondly being told that my request will be processed within 24 hours and nothing being delivered.

I requested my services be cancelled with yourselves on the 22nd of November 2022 and was informed that my the cancellation would take affect on 1st of January 2023 and my line would be released, this was told to me by Kelly H. I was okay to comply with this and on the 1st of January 2023 my internet went down and my service was cancelled. I returned my free to use router on the 3rd of January 2023 at 11am.

I then contacted yourselves in the afternoon to confirm when my line would be released now that the router had been returned, I was told by Nomthandazo K that my line would be released on the 3rd of January 2023 and I would get an email notification when your system were updated. I still have not received any communication from yourselves.

On the 4th of Jan 2023, I was debited R709, even-though my services were cancelled. I contacted yourselves about the incorrect debit. I then asked about the status of my line being released. I was told I would have to wait a further 48 hours for my line to be released. I asked if I could speak to a manager, and was told no one was available at present and seems like to date no one is still available and I have not been contacted.I was then told by Mduduzi D that my line would be released on the 5th of Jan 2023. Surprise, it is the 5th today and nothing has happened.

I requested to speak to someone in the complains department on WhatsApp and I have not been put through yet and the WhatsApp conversion has gone into a never ending loop and cannot get back to the main menu.

Never the less, I contacted yourselves again today and asked for an update with regards to my line, on your website, I was informed by Nonokazi D that my line had been released. I asked for email confirmation but nothing has been received. I contacted my new ISP to activate my line at 19:30 today, hoping what I was told about the line being released was actually true, my new ISP then told me that they were getting an error on their side and it appears as though the line has not been released, they then requested email confirmation from yourselves to insure that the line indeed has been released.

I spoke to Molebonheng M at Web Africa soon after to confirm, yet again if the line had been released. I was informed it had been released but I need to wait 24 hours for an email to confirm that I has been done. I was given a reference number of some sort, was not told what to use it for as I go ignored after the reference number was provided.

I still sit with no internet, my line not being released at this moment in time. I am highly disappointed in the service received and the struggle to get my line released even though I followed all the processes in cancelling my service. It’s sad to see a once good company go down hill so quickly, and I can guarantee I am not the only customer that has had this horrible service.

I am yet again following due process and sending this email to your complaints department in order for me to take this further to the ISPA