********* Terms and Unprofessional Conduct

Uncompetitive Fibre package resulted in me looking to cancel my service with them. I had not submitted a formal cancellation but indicated through Vumatel I wanted to switch ISP's. I was upset, as I've always been a fan of Web Africa, however we needed more internet and WA were not competitive. No hard feelings.

I phoned vumatel and they informed me I had to give formal notice to Web Africa to terminate my contract, which I never did, however on the 1st of November my service was terminated in any event.

After more than 2 hours and numerous attempts to reach Web Africa by phone on 1st November, online ticket and mail, due to the urgency of me requiring internet, I had no choice but to sign up with another ISP. I urgently needed internet and could not afford to drive through to the location of the router and spend another few hours trying to resolve this any other time. The issue had to be resolved that night, and Web Africa were not answering their phones and mails - Note -they eventually responded to me 3 days later informing me their phones were out of order.

Seeing as my service was in fact terminated from their side, without a termination letter, I believed the issue was resolved.

In December however, I was hit with a bill for R1710, (which I had already paid to Vumatel, not Web Africa, so why are they charging me for installation? - So *********) plus R999 (connection fee), plus R999 router fee, plus R450 for Data for the month of November. I was apparently 11 months into a 12 month contract, so those fee's are not wavered)

Imagine the amount of stress this causes the pensioners who actually pay the bill, expecting R450 to come off the account, yet they get billed over R4100, with the other R450, 10x the amount they have budgeted for internet, causing all sorts of cashflow issues.

The accounts ladies were nothing but rude, and arrogant. I have requested twice for them to get a manager to contact me with regards to these charges, and I'm still waiting, over 2 weeks later for someone to hear my dispute. It's been a fight to get any money back, having to dig up old invoices / payments made to Vumatel as they question your credibility every step of the way.

Very unfortunate for Web Africa, as I influence the internet decisions of a lot of people, personally, and professionally. I have referred many people to them, and even have 3 accounts myself. Based on this service, ********* invoices, absolutely disgusting service from their accounts department, and complete lack of customer focus, They're going to lose me as a customer, and with me, 3 internet accounts, and many many referrals and business opportunities. Luckily there is so much competition these days.

I liked you as a brand, I liked your products, service, and referred many people to you over your competitors. but this experience has been, probably the worst customer service I have received in my life. Worse than Telkom even. Think about that for a moment.

I'll be interest to hear your response to this.