Unresolved Billing Issue, Poor LTE Performance & No Accountability

I am extremely frustrated with the ongoing issues I’ve experienced with Webafrica, both from a billing and service perspective.

In January, I migrated from fibre to LTE and was explicitly told that I would not need to worry about returning the fibre router, as Webafrica would arrange the collection. However, at the end of March, I was unexpectedly charged a clawback fee for the router—despite no return ever being arranged by them.

Since the beginning of April, I have been in constant contact with Webafrica to resolve this. Each time, I am told the matter is being “escalated,” yet no one has taken ownership or provided a resolution. I even requested management to contact me, and instead of receiving a call, I was sent an SMS claiming they attempted to reach me—this is simply not true, as I received no calls.

To make matters worse, the support I received via LinkedIn has been unprofessional, dismissive, and unhelpful.

As it stands, I still have no feedback regarding the router return process, which is delaying my refund. This level of service is unacceptable.

On top of this, the LTE service itself has been extremely poor. The speeds are unreliable to the point where I cannot work from home. Every day after 4pm, the connection becomes significantly slower, despite showing strong signal bars. Streaming is nearly impossible, and the service does not meet basic expectations.

I regret switching to this package, as it has been one issue after another.

I am requesting the following as a matter of urgency:

Immediate resolution of the router return and reversal of the clawback fee Proper investigation and resolution of the LTE speed issues Direct contact from a competent manager who can take ownership of this case

At this stage, I expect accountability and a prompt resolution.