Unauthorized debit & No Support to Resolve
I am lodging a formal complaint against WEB Africa regarding an unauthorised debit from my bank account for a service I did not request, consent to, or activate. Let me be absolutely clear, I did not apply for a service, I did not verify my identity, email address, or banking details with your company, I did not speak to any consultant or agent authorising this account.
Despite this, you proceeded to debit my bank account. This raises serious concerns about your internal verification processes and data handling practices. I want immediate answers to:
Who conducted the verification process for this account? What method was used to confirm my identity and consent?
Your actions constitute violation of the Protection of Personal Information Act. Processing my personal and financial information without lawful justification, consent, or proper verification is ********.
In addition, your customer service is unacceptable. I have waited over 2 hours on both online chat and WhatsApp without assistance. You provide no accessible contact number, effectively blocking customers from resolving urgent financial issues. This is not only poor service, it is negligent and exploitative, what is the reason that there is no contact number available to speak to someone directly, in-turn the method you have chosen you cannot provide results with, 2 hours is ridiculous.
I demand a full refund of the debited amount into my bank account immediately, not within “3 working days.” You did not wait 3 working days to debit my account ********ly, and I will not accept delays in rectifying your misconduct. Immediate closure of this account. A full written explanation of how this occurred, including details of the verification process and data source used
If this matter is not resolved urgently, I will escalate this complaint to:
The Information Regulator for POPIA violations The National Consumer Commission My bank for a formal dispute and reversal
This situation reflects a serious breach of trust, compliance, and legal obligation added to is an inadequate customer support infrastructure. I expect swift and decisive action.
Helpful (0)
Replies (10)0
Replies (10)
Webafrica's replyOfficial
04 May 2026, 10:37Hi Tina,
We’re checking in on your query to keep things moving for you. Our Hello Peter team is available weekdays, Monday to Friday from 08:00 to 17:00, and we’re offline on weekends and public holidays, including National Workers’ Day. If you still need support, please send us a private message and we’ll take it from there and help get everything sorted.
Warm regards,
Webafrica Crew
We’re checking in on your query to keep things moving for you. Our Hello Peter team is available weekdays, Monday to Friday from 08:00 to 17:00, and we’re offline on weekends and public holidays, including National Workers’ Day. If you still need support, please send us a private message and we’ll take it from there and help get everything sorted.
Warm regards,
Webafrica Crew
Webafrica's reply04 May 2026, 10:37
Official
Hi Tina,
We’re checking in on your query to keep things moving for you. Our Hello Peter team is available weekdays, Monday to Friday from 08:00 to 17:00, and we’re offline on weekends and public holidays, including National Workers’ Day. If you still need support, please send us a private message and we’ll take it from there and help get everything sorted.
Warm regards,
Webafrica Crew
We’re checking in on your query to keep things moving for you. Our Hello Peter team is available weekdays, Monday to Friday from 08:00 to 17:00, and we’re offline on weekends and public holidays, including National Workers’ Day. If you still need support, please send us a private message and we’ll take it from there and help get everything sorted.
Warm regards,
Webafrica Crew
Webafrica's replyOfficial
05 May 2026, 10:53Hi Tina, we understand your frustration, especially as you were expecting the credit to already reflect by now. The credit has been logged on the account and is currently pending with our Finance team for approval and processing. Once all internal checks and approvals are completed, you will receive confirmation that the credit has been successfully app****. We appreciate your patience while this is being finalised, and we’re ensuring it is actively being worked on until completion. Warm regards,
Webafrica Crew
Webafrica Crew
Webafrica's reply05 May 2026, 10:53
Official
Hi Tina, we understand your frustration, especially as you were expecting the credit to already reflect by now. The credit has been logged on the account and is currently pending with our Finance team for approval and processing. Once all internal checks and approvals are completed, you will receive confirmation that the credit has been successfully app****. We appreciate your patience while this is being finalised, and we’re ensuring it is actively being worked on until completion. Warm regards,
Webafrica Crew
Webafrica Crew
's updateReviewer Update
07 May 2026, 09:20You people cannot be serious, today is Thursday, my money is still not returned after you *******ly took my money out of my account now you cant put it back. So finance has to approve the return of my money but I didnt have to approve you taking it. Your tardyness is ****ing me off even more than you actions, your refusal to delete my PII and your perthetic customer service. So it concerns you not that i need MY money because its MY money. Immediate payments is a thing, there is no excuse or valid reason why you have not done this last week already when you authorized and ******* debit on my bank account, nevermind returning it Monday.
's update07 May 2026, 09:20
Reviewer Update
You people cannot be serious, today is Thursday, my money is still not returned after you *******ly took my money out of my account now you cant put it back. So finance has to approve the return of my money but I didnt have to approve you taking it. Your tardyness is ****ing me off even more than you actions, your refusal to delete my PII and your perthetic customer service. So it concerns you not that i need MY money because its MY money. Immediate payments is a thing, there is no excuse or valid reason why you have not done this last week already when you authorized and ******* debit on my bank account, nevermind returning it Monday.
Webafrica's replyOfficial
07 May 2026, 09:41Hi Tina, we understand how frustrated and stressed you are about this, especially with your funds still not reflected back in your account after what you expected to be a quick reversal. When money leaves an account and the return is delayed, it understandably creates a strong sense of urgency and concern. A follow-up has now been submitted to the billing team to urgently review the status of your refund and provide a clear update on the release timeline. The request has been flagged specifically for priority attention due to the delay already experienced. At this stage, the focus is on getting confirmation from finance so the payment can be finalised and closed off without further waiting or uncer*****y. As soon as feedback is received, the next steps will be communicated immediately so there is clarity on exactly when the funds will reflect. Warm regards,
Webafrica Crew
Webafrica Crew
Webafrica's reply07 May 2026, 09:41
Official
Hi Tina, we understand how frustrated and stressed you are about this, especially with your funds still not reflected back in your account after what you expected to be a quick reversal. When money leaves an account and the return is delayed, it understandably creates a strong sense of urgency and concern. A follow-up has now been submitted to the billing team to urgently review the status of your refund and provide a clear update on the release timeline. The request has been flagged specifically for priority attention due to the delay already experienced. At this stage, the focus is on getting confirmation from finance so the payment can be finalised and closed off without further waiting or uncer*****y. As soon as feedback is received, the next steps will be communicated immediately so there is clarity on exactly when the funds will reflect. Warm regards,
Webafrica Crew
Webafrica Crew
's updateReviewer Update
08 May 2026, 09:31So feedback from finance has not been received? Nobody has come back to me with a reason why my funds have not been returned to me still. Annoying that I have to get ont to Hellopeter to send more messages concerning your incompetance, nobody has bothered to contact me and prioritize keeping me updated directly. You guys totally suck at customer service. Today is Friday past 9 am and still I do not have my money back. A whole week later. Does'nt this seem alot much now!?
's update08 May 2026, 09:31
Reviewer Update
So feedback from finance has not been received? Nobody has come back to me with a reason why my funds have not been returned to me still. Annoying that I have to get ont to Hellopeter to send more messages concerning your incompetance, nobody has bothered to contact me and prioritize keeping me updated directly. You guys totally suck at customer service. Today is Friday past 9 am and still I do not have my money back. A whole week later. Does'nt this seem alot much now!?
Webafrica's replyOfficial
08 May 2026, 12:17Hi Tina,
We understand how frustrating it is to still be without clear feedback from Finance, especially when a full week has passed and you were expecting your funds to be returned much sooner. Having to keep following up and not being proactively updated is understandably exhausting.
We’ve requested another urgent follow‑up with our Finance Team, clearly highlighting that feedback has not yet been provided and that the delay is causing significant frustration. The team has been asked to review the status again and prioritise providing clarity on why the refund has not yet reflected.
Warm regards,
Webafrica Crew
We understand how frustrating it is to still be without clear feedback from Finance, especially when a full week has passed and you were expecting your funds to be returned much sooner. Having to keep following up and not being proactively updated is understandably exhausting.
We’ve requested another urgent follow‑up with our Finance Team, clearly highlighting that feedback has not yet been provided and that the delay is causing significant frustration. The team has been asked to review the status again and prioritise providing clarity on why the refund has not yet reflected.
Warm regards,
Webafrica Crew
Webafrica's reply08 May 2026, 12:17
Official
Hi Tina,
We understand how frustrating it is to still be without clear feedback from Finance, especially when a full week has passed and you were expecting your funds to be returned much sooner. Having to keep following up and not being proactively updated is understandably exhausting.
We’ve requested another urgent follow‑up with our Finance Team, clearly highlighting that feedback has not yet been provided and that the delay is causing significant frustration. The team has been asked to review the status again and prioritise providing clarity on why the refund has not yet reflected.
Warm regards,
Webafrica Crew
We understand how frustrating it is to still be without clear feedback from Finance, especially when a full week has passed and you were expecting your funds to be returned much sooner. Having to keep following up and not being proactively updated is understandably exhausting.
We’ve requested another urgent follow‑up with our Finance Team, clearly highlighting that feedback has not yet been provided and that the delay is causing significant frustration. The team has been asked to review the status again and prioritise providing clarity on why the refund has not yet reflected.
Warm regards,
Webafrica Crew
's updateReviewer Update
11 May 2026, 10:19Hauwa, what is the delay is giving my money back!?
's update11 May 2026, 10:19
Reviewer Update
Hauwa, what is the delay is giving my money back!?
Webafrica's replyOfficial
11 May 2026, 11:17 Hi Tina, We hear your frustration, especially as this has been ongoing and you’re still waiting for clear resolution and your funds to be returned. We understand how unacceptable it feels when timelines pass without the outcome you were expecting, and the lack of clarity only adds to that frustration. Our Finance Team is currently reviewing the status of your refund and the delay in processing. The matter has been escalated again to ensure it is given the necessary attention and that you receive a clear update on what is holding it up. Warm regards,
Webafrica Crew
Webafrica Crew
Webafrica's reply11 May 2026, 11:17
Official
Hi Tina, We hear your frustration, especially as this has been ongoing and you’re still waiting for clear resolution and your funds to be returned. We understand how unacceptable it feels when timelines pass without the outcome you were expecting, and the lack of clarity only adds to that frustration. Our Finance Team is currently reviewing the status of your refund and the delay in processing. The matter has been escalated again to ensure it is given the necessary attention and that you receive a clear update on what is holding it up. Warm regards,
Webafrica Crew
Webafrica Crew
's updateReviewer Update
11 May 2026, 11:33Lies, Your diplomatic responses are just lies.You been saying the same thing, just lies.
's update11 May 2026, 11:33
Reviewer Update
Lies, Your diplomatic responses are just lies.You been saying the same thing, just lies.
Webafrica's replyOfficial
11 May 2026, 12:20Hi Tina,
We hear how frustrated and let down you feel, especially after receiving repeated updates without seeing the refund reflected. We understand that at this point it feels like you’re not getting clear or meaningful progress, and that has understandably eroded your trust in the process. This has been escalated specifically to re-check the status, the delay, and why previous feedback has not translated into action. The aim now is to get a definitive position rather than repeated holding updates. We understand you want resolution, not reassurances, and that’s exactly what this escalation is intended to drive. Warm regards,
Webafrica Crew
We hear how frustrated and let down you feel, especially after receiving repeated updates without seeing the refund reflected. We understand that at this point it feels like you’re not getting clear or meaningful progress, and that has understandably eroded your trust in the process. This has been escalated specifically to re-check the status, the delay, and why previous feedback has not translated into action. The aim now is to get a definitive position rather than repeated holding updates. We understand you want resolution, not reassurances, and that’s exactly what this escalation is intended to drive. Warm regards,
Webafrica Crew
Webafrica's reply11 May 2026, 12:20
Official
Hi Tina,
We hear how frustrated and let down you feel, especially after receiving repeated updates without seeing the refund reflected. We understand that at this point it feels like you’re not getting clear or meaningful progress, and that has understandably eroded your trust in the process. This has been escalated specifically to re-check the status, the delay, and why previous feedback has not translated into action. The aim now is to get a definitive position rather than repeated holding updates. We understand you want resolution, not reassurances, and that’s exactly what this escalation is intended to drive. Warm regards,
Webafrica Crew
We hear how frustrated and let down you feel, especially after receiving repeated updates without seeing the refund reflected. We understand that at this point it feels like you’re not getting clear or meaningful progress, and that has understandably eroded your trust in the process. This has been escalated specifically to re-check the status, the delay, and why previous feedback has not translated into action. The aim now is to get a definitive position rather than repeated holding updates. We understand you want resolution, not reassurances, and that’s exactly what this escalation is intended to drive. Warm regards,
Webafrica Crew