Undisclosed Additional Fees when Cancelling: A Disappointing Experience

Well, here we go again. A few months ago, I wrote a review about how poorly the service provider assisted me with the issue I had regarding downtime.

This time, I wanted to cancel my service because I'm relocating to a new town. I simply wanted to go on the website and click on "Cancel My Service." However, I was required to communicate with a consultant on their WhatsApp group first, explaining my reasons for canceling.

I only asked to cancel because I no longer need an ISP. The agent informed me that I would have to pay for another month due to their one-month cancellation policy, which I understand because it is clearly stated on their website. I had no issue with that, as it was the same policy with VOX. But wait, it gets better. First, I had to wait for 20 minutes to be transferred, and then the person told me I also had to pay a "Clawback fee" of R999 on top of the monthly fee.

I informed the agent that the entire reason I switched to their service was because they promised a month-to-month service with no contract penalties or additional fees. With VOX, it was no problem to cancel, pay for the month, and move on with my life. However, this provider adds costs that don't even exist upon signing up or on their official website.

You can find more information about their cancellation policy on their official website: https://knowledge.webafrica.co.za/index.php/knowledge-base/what-happens-if-i-choose-to-cancel/