Terrible service from Webafrica

Webafrica claims they don't shape or throttle but I don't believe that. I always found my speed slow the next day after a large download. I've been with them for 3 years, but the worst part has been the recent bad performance, migration headaches and cancellation with them. I couldn't even Zoom on a 100 Mbps fibre line without high pings and constant dropping off the calls.

I migrated from one flat to another and they promise that one flat will not lose internet until the new flat is online. They advertise this on their website for moving homes. I knew this would most likely be untrue so I followed up prior to migration. I ended up losing internet (fortunately only for a day, but it's incredibly inconvenient with my office closed due to corona). The agent clearly cancelled and started a new service instead of migration because I got billed for Dial-a-Nerd setup and my service details changed. I also got emails informing me to return my router for cancelled service, but their website says I can keep the router for moving homes.

Webafrica's Whatsapp customer service (which is the only way to engage now) is a complete joke. I sat in constant back and forth and redirects for dozens of hours over multiple days. They eventually reversed the erroneous R400 fee. After more bad internet (I even upgraded to 100 Mbps line which didn't help), I decided to cancel. They did their best to persuade me to stay, but failed and the closest solution was me buying a premium router. I appreciate their effort to at least try get me to stay though.

The system warned that I will be charged a R1725 clawback fee. I contacted the support team again and after many hours of redirects, I had an agent promise I won't be billed for this (it was a mistake all related to the cancellation and new service set up).

I cancelled and returned my router today. I received an invoice for the R1725 clawback fee and now I have to engage with customer service AGAIN to have it removed. I wouldn't be surprised if they try to bill me for another router in a few days' time (since they probably think I got another router). This is painful!