Unfair Customer Treatment

I’ve been a loyal Webafrica customer since 2016. I moved properties in the past 3 years 3 times. Now that I want to cancel my contract as I am relocating to another province, I am forced to pay clawback fees of R2735 [for fibre installation and connection fee] which is totally unacceptable.

I’ve raised so many complaints and requests for assistance but I have not received any feedback from anyone.

See history below: 2016: Property A [Fibre line installed, received router]. I lived here for +12 months. 2017: Property B [Fibre line installed, used same router as previous address]. I paid for the installation fees directly to Vumatel. I lived here +12 months. 2018: Back to Property A [Existing fibre line as it was already installed in 2016, using same router as previous addresses]. I was forced to take up a new product because the product that I was using since 2016 was not available on Vumatels’ platform anymore. I was not aware that the 12 month clawback terms and conditions will re-apply as I’ve been a Vumatel and Webafrica customer since 2016. It is not my fault that the product that I was using since 2016 was not available on Vumatels’ platform. It was not disclosed to me that the clawback fee would re-apply. If I knew this, I would not have moved my contract at the end of 2018 back to property A.

I've requested assistance from Daryll Houtzamer but I did not receive any feedback since 30/01/2019. Masindi Tshikota confirmed that I will not be liable for any additional costs when I spoke to her end of Jan/ early Feb 2019 which does not correspond to the invoices that I received yesterday.

The service is very poor and I am extremely disappointed.