aS
annette S
1 reviews | Active since Apr 2014
31 Mar 2026, 15:19
Unfair Pricing: Existing Customer Paying More Than New Sign-Ups
Account Number: CVU09
I am extremely frustrated with Webafrica’s pricing structure. My current monthly fee has increased to R979 for a 100/100 Mbps fibre line, yet the exact same package is being advertised to new customers at R779.
There is no justification for existing customers to be paying significantly more than new sign-ups for the same service. It gives the impression that loyalty is being penalised rather than rewarded.
I expect Webafrica to review my account and align my pricing with the current advertised rate. Failing that, I would like my service cancelled.
Please treat this as urgent and contact me with a resolution.
Helpful (0)
Replies (3)0
Replies (3)
Webafrica's replyOfficial
31 Mar 2026, 15:34Hello Annette.
Thanks for raising this with us so clearly. We completely understand why this situation feels frustrating. Seeing a difference in pricing for the same service can understandably feel unfair, especially when you have been with us for some time.
Thanks for raising this with us so clearly. We completely understand why this situation feels frustrating. Seeing a difference in pricing for the same service can understandably feel unfair, especially when you have been with us for some time.
We have arranged for our Retentions team to contact you as a priority to review your account, discuss your concerns in detail, and work through the best possible way forward with you. This includes taking a closer look at your current package and pricing to ensure everything is aligned as fairly as possible.
Your feedback on how this impacts your perception of loyalty is really important to us, and we take that seriously. The goal is always to make sure you feel valued and confident in the service you are receiving.
Please keep an eye out for that call shortly. If there is anything further you would like us to highlight ahead of that conversation, feel free to let us know here. We are here to help.
Warm regards,
Webafrica Crew
Warm regards,
Webafrica Crew
Webafrica's reply31 Mar 2026, 15:34
Official
Hello Annette.
Thanks for raising this with us so clearly. We completely understand why this situation feels frustrating. Seeing a difference in pricing for the same service can understandably feel unfair, especially when you have been with us for some time.
Thanks for raising this with us so clearly. We completely understand why this situation feels frustrating. Seeing a difference in pricing for the same service can understandably feel unfair, especially when you have been with us for some time.
We have arranged for our Retentions team to contact you as a priority to review your account, discuss your concerns in detail, and work through the best possible way forward with you. This includes taking a closer look at your current package and pricing to ensure everything is aligned as fairly as possible.
Your feedback on how this impacts your perception of loyalty is really important to us, and we take that seriously. The goal is always to make sure you feel valued and confident in the service you are receiving.
Please keep an eye out for that call shortly. If there is anything further you would like us to highlight ahead of that conversation, feel free to let us know here. We are here to help.
Warm regards,
Webafrica Crew
Warm regards,
Webafrica Crew
aS
annette S's updateReviewer Update
01 Apr 2026, 09:23Thank you for the follow-up.
I was contacted by your retentions team, who clearly explained the pricing discrepancy — it’s a 3-month promotional rate rather than a permanent price, which I had overlooked in the T&Cs.
The interaction was excellent. The consultant was helpful, understanding, and professional, and it genuinely restored my confidence in Webafrica.
As a long-standing client, I’m satisfied with the resolution and have no intention of moving my services.
If I had the option, I would definitely update my review from 2 stars.
aS
annette S's update01 Apr 2026, 09:23
Reviewer Update
Thank you for the follow-up.
I was contacted by your retentions team, who clearly explained the pricing discrepancy — it’s a 3-month promotional rate rather than a permanent price, which I had overlooked in the T&Cs.
The interaction was excellent. The consultant was helpful, understanding, and professional, and it genuinely restored my confidence in Webafrica.
As a long-standing client, I’m satisfied with the resolution and have no intention of moving my services.
If I had the option, I would definitely update my review from 2 stars.
Webafrica's replyOfficial
01 Apr 2026, 10:44Hi Annette, we’re thrilled to hear this and truly appreciate you sharing your experience. It’s great to know that our Retentions team could provide clear guidance and restore your confidence — especially regarding the promotional rate and the initial confusion.
Your kind words about the consultant’s professionalism and understanding mean a lot, and we’ll be sure to pass your feedback along to the team. It’s always encouraging for them to hear that their efforts make a real difference for long-standing clients like you.
Thank you for continuing to trust Webafrica with your services, we’re committed to keeping your experience smooth and reliable moving forward.
Warm regards,
Webafrica Crew
Webafrica Crew
Webafrica's reply01 Apr 2026, 10:44
Official
Hi Annette, we’re thrilled to hear this and truly appreciate you sharing your experience. It’s great to know that our Retentions team could provide clear guidance and restore your confidence — especially regarding the promotional rate and the initial confusion.
Your kind words about the consultant’s professionalism and understanding mean a lot, and we’ll be sure to pass your feedback along to the team. It’s always encouraging for them to hear that their efforts make a real difference for long-standing clients like you.
Thank you for continuing to trust Webafrica with your services, we’re committed to keeping your experience smooth and reliable moving forward.
Warm regards,
Webafrica Crew
Webafrica Crew