Ll
Lerato lerato.nketle
1 reviews | Active since Apr 2026
29 Apr 2026, 15:32
Upfront Payment ****? My Fibre Installation Never Happened and Refund Still Delayed
I strongly urge all prospective customers not to pay any upfront fee until there is firm written confirmation that the service can actually be installed and delivered.
I was pressured into paying an initial amount of R249. It was presented as better to pay immediately in order to avoid installation delays. Because I urgently needed fibre for work, I trusted what I was being told and made the payment. I was also told that if installation did not take place within a certain period, compensation would be payable, which created the impression that the process was legitimate and guaranteed.
Once payment was made, everything changed. I then had to chase them repeatedly throughout January because no installation was happening. After multiple follow-ups, I was eventually told that fibre could not be installed after all. No proper explanation was given as to why fibre was said to be available in the first place.
What followed has been an equally frustrating struggle to get my money back. I was told a refund request had been submitted, but after following up again, I was informed that the refund had been declined because the name on my bank confirmation did not exactly match my account name. This is despite the fact that I have more than one name and my ID number appears on the bank confirmation, making verification simple and obvious.
When I challenged this unreasonable excuse, no one could provide a proper answer. I have simply been told to be patient while they continue holding my money.
In my view, customers are being pushed to pay before proper service checks are completed, and when the service cannot be provided, refunds become unnecessarily difficult and delayed.
Do not hand over money based on promises alone. Get written confirmation first, and be extremely cautious about paying anything upfront. This is not a company you can trust with your money.
Helpful (0)
Replies (13)0
Replies (13)Ll
Lerato lerato.nketle's updateReviewer Update
29 Apr 2026, 15:37The word censored in the title is S C A M. That's what they do to get you to pay for a service they cannot provide.
Ll
Lerato lerato.nketle's update29 Apr 2026, 15:37
Reviewer Update
The word censored in the title is S C A M. That's what they do to get you to pay for a service they cannot provide.
Webafrica's replyOfficial
29 Apr 2026, 16:06Hi Lerato,
Thank you for taking the time to share your experience so openly. We understand how frustrating and disappointing this situation has been, particularly after making an upfront payment in good faith, only to later be advised that installation was not possible. The lack of clarity around availability, followed by delays and challenges with the refund process, understandably left you feeling let down, and we recognise the impact this has had.
We’ve reviewed your account and can confirm that the refund has been resubmitted by the agent, with all the relevant information correctly provided to avoid any further delays. This matter is being actively tracked to ensure it is followed through to completion. Your full experience has also been shared with our Service Quality Team for review and improvement, as concerns around upfront payments, verification handling, and refund delays need to be addressed carefully.
If you require any additional assistance going forward, please feel free to send us a direct message here on Hello Peter and we’ll gladly assist.
Warm regards,
Webafrica Crew
Thank you for taking the time to share your experience so openly. We understand how frustrating and disappointing this situation has been, particularly after making an upfront payment in good faith, only to later be advised that installation was not possible. The lack of clarity around availability, followed by delays and challenges with the refund process, understandably left you feeling let down, and we recognise the impact this has had.
We’ve reviewed your account and can confirm that the refund has been resubmitted by the agent, with all the relevant information correctly provided to avoid any further delays. This matter is being actively tracked to ensure it is followed through to completion. Your full experience has also been shared with our Service Quality Team for review and improvement, as concerns around upfront payments, verification handling, and refund delays need to be addressed carefully.
If you require any additional assistance going forward, please feel free to send us a direct message here on Hello Peter and we’ll gladly assist.
Warm regards,
Webafrica Crew
Webafrica's reply29 Apr 2026, 16:06
Official
Hi Lerato,
Thank you for taking the time to share your experience so openly. We understand how frustrating and disappointing this situation has been, particularly after making an upfront payment in good faith, only to later be advised that installation was not possible. The lack of clarity around availability, followed by delays and challenges with the refund process, understandably left you feeling let down, and we recognise the impact this has had.
We’ve reviewed your account and can confirm that the refund has been resubmitted by the agent, with all the relevant information correctly provided to avoid any further delays. This matter is being actively tracked to ensure it is followed through to completion. Your full experience has also been shared with our Service Quality Team for review and improvement, as concerns around upfront payments, verification handling, and refund delays need to be addressed carefully.
If you require any additional assistance going forward, please feel free to send us a direct message here on Hello Peter and we’ll gladly assist.
Warm regards,
Webafrica Crew
Thank you for taking the time to share your experience so openly. We understand how frustrating and disappointing this situation has been, particularly after making an upfront payment in good faith, only to later be advised that installation was not possible. The lack of clarity around availability, followed by delays and challenges with the refund process, understandably left you feeling let down, and we recognise the impact this has had.
We’ve reviewed your account and can confirm that the refund has been resubmitted by the agent, with all the relevant information correctly provided to avoid any further delays. This matter is being actively tracked to ensure it is followed through to completion. Your full experience has also been shared with our Service Quality Team for review and improvement, as concerns around upfront payments, verification handling, and refund delays need to be addressed carefully.
If you require any additional assistance going forward, please feel free to send us a direct message here on Hello Peter and we’ll gladly assist.
Warm regards,
Webafrica Crew
Ll
Lerato lerato.nketle's updateReviewer Update
29 Apr 2026, 16:27Why was the refund declined in the first place? The bank confirmation includes my ID number, which is the normal and reliable method of verification. If the ID number on the confirmation matches my ID, on what basis was the refund rejected?
Your agents, as well as the finance administrator, also seemed unusually confused by the fact that I have more than one name, which is baffling and hardly uncommon. This makes the rejection appear arbitrary and more like a delay tactic than a genuine verification issue.
Is Webafrica experiencing liquidity problems? At this stage, that is a fair question, because there seems to be far more energy spent delaying refunds than processing them.
You sent a lengthy response, yet at no point did you provide the one piece of information that actually matters: the date my refund will be paid. Why must I keep asking for that?
I am not interested in another generic turnaround time. Timeframes clearly mean very little if the clock is simply reset each time your finance team makes another avoidable error. Please provide the exact date on which my refund will be processed.
Ll
Lerato lerato.nketle's update29 Apr 2026, 16:27
Reviewer Update
Why was the refund declined in the first place? The bank confirmation includes my ID number, which is the normal and reliable method of verification. If the ID number on the confirmation matches my ID, on what basis was the refund rejected?
Your agents, as well as the finance administrator, also seemed unusually confused by the fact that I have more than one name, which is baffling and hardly uncommon. This makes the rejection appear arbitrary and more like a delay tactic than a genuine verification issue.
Is Webafrica experiencing liquidity problems? At this stage, that is a fair question, because there seems to be far more energy spent delaying refunds than processing them.
You sent a lengthy response, yet at no point did you provide the one piece of information that actually matters: the date my refund will be paid. Why must I keep asking for that?
I am not interested in another generic turnaround time. Timeframes clearly mean very little if the clock is simply reset each time your finance team makes another avoidable error. Please provide the exact date on which my refund will be processed.
Ll
Lerato lerato.nketle's updateReviewer Update
29 Apr 2026, 16:39Also, addressing me as Duduzile when that is not my name is exactly the kind of lack of attention to detail that seems rampant within your finance process.
If basic details such as a customer’s name cannot be captured correctly, it raises serious concerns about the level of care being app**** to more important matters such as identity verification and refund processing.
Was this message written by the same Tsepang from your finance team who was unable to read the ID number clearly reflected on my bank confirmation? Because that would certainly explain the repeated errors, confusion, and unnecessary delays.
At this point, I need less explanation and more competence. Please confirm the exact date my refund will be processed.
Ll
Lerato lerato.nketle's update29 Apr 2026, 16:39
Reviewer Update
Also, addressing me as Duduzile when that is not my name is exactly the kind of lack of attention to detail that seems rampant within your finance process.
If basic details such as a customer’s name cannot be captured correctly, it raises serious concerns about the level of care being app**** to more important matters such as identity verification and refund processing.
Was this message written by the same Tsepang from your finance team who was unable to read the ID number clearly reflected on my bank confirmation? Because that would certainly explain the repeated errors, confusion, and unnecessary delays.
At this point, I need less explanation and more competence. Please confirm the exact date my refund will be processed.
Webafrica's replyOfficial
29 Apr 2026, 17:09Hi Lerato,
Thank you for your detailed follow‑up and for clearly outlining your concerns. We understand why the initial rejection, combined with unclear explanations and the absence of a concrete payment date, has been frustrating and has understandably raised further questions. Your feedback around the handling of the verification process and the communication gaps has been noted and is being taken seriously.
To clarify the next steps: since the refund has now been resubmitted with all the required and correct information, processing can take between 24 to 48 hours on our side. Once the refund has been processed successfully, the payment typically reflects in your bank account within 5 to 7 working days, depending on banking timelines. This is the full process from submission through to reflection.
Your experience and the concerns you’ve raised around the initial rejection and delays have been shared with our Service Quality Team for review and improvement, as it’s important that verification and refund handling are clear, consistent, and efficient.
Warm regards,
Webafrica Crew
Thank you for your detailed follow‑up and for clearly outlining your concerns. We understand why the initial rejection, combined with unclear explanations and the absence of a concrete payment date, has been frustrating and has understandably raised further questions. Your feedback around the handling of the verification process and the communication gaps has been noted and is being taken seriously.
To clarify the next steps: since the refund has now been resubmitted with all the required and correct information, processing can take between 24 to 48 hours on our side. Once the refund has been processed successfully, the payment typically reflects in your bank account within 5 to 7 working days, depending on banking timelines. This is the full process from submission through to reflection.
Your experience and the concerns you’ve raised around the initial rejection and delays have been shared with our Service Quality Team for review and improvement, as it’s important that verification and refund handling are clear, consistent, and efficient.
Warm regards,
Webafrica Crew
Webafrica's reply29 Apr 2026, 17:09
Official
Hi Lerato,
Thank you for your detailed follow‑up and for clearly outlining your concerns. We understand why the initial rejection, combined with unclear explanations and the absence of a concrete payment date, has been frustrating and has understandably raised further questions. Your feedback around the handling of the verification process and the communication gaps has been noted and is being taken seriously.
To clarify the next steps: since the refund has now been resubmitted with all the required and correct information, processing can take between 24 to 48 hours on our side. Once the refund has been processed successfully, the payment typically reflects in your bank account within 5 to 7 working days, depending on banking timelines. This is the full process from submission through to reflection.
Your experience and the concerns you’ve raised around the initial rejection and delays have been shared with our Service Quality Team for review and improvement, as it’s important that verification and refund handling are clear, consistent, and efficient.
Warm regards,
Webafrica Crew
Thank you for your detailed follow‑up and for clearly outlining your concerns. We understand why the initial rejection, combined with unclear explanations and the absence of a concrete payment date, has been frustrating and has understandably raised further questions. Your feedback around the handling of the verification process and the communication gaps has been noted and is being taken seriously.
To clarify the next steps: since the refund has now been resubmitted with all the required and correct information, processing can take between 24 to 48 hours on our side. Once the refund has been processed successfully, the payment typically reflects in your bank account within 5 to 7 working days, depending on banking timelines. This is the full process from submission through to reflection.
Your experience and the concerns you’ve raised around the initial rejection and delays have been shared with our Service Quality Team for review and improvement, as it’s important that verification and refund handling are clear, consistent, and efficient.
Warm regards,
Webafrica Crew
Ll
Lerato lerato.nketle's updateReviewer Update
29 Apr 2026, 17:16You say that communication gaps have been noted, yet you continue to avoid answering the direct questions raised in my previous response. How exactly is that supposed to inspire confidence?
What I am seeing is an elaborate **** wrapped in corporate babble, where plenty of words are used but nothing of substance is ever confirmed. In 48 hours I fully expect to receive the same recycled response again.
This should be very simple. I want a payment date confirmed by your finance team. Why is that proving so difficult?
Please stop sending generic responses and provide the exact date on which my refund will be processed.
What I am seeing is an elaborate **** wrapped in corporate babble, where plenty of words are used but nothing of substance is ever confirmed. In 48 hours I fully expect to receive the same recycled response again.
This should be very simple. I want a payment date confirmed by your finance team. Why is that proving so difficult?
Please stop sending generic responses and provide the exact date on which my refund will be processed.
Ll
Lerato lerato.nketle's update29 Apr 2026, 17:16
Reviewer Update
You say that communication gaps have been noted, yet you continue to avoid answering the direct questions raised in my previous response. How exactly is that supposed to inspire confidence?
What I am seeing is an elaborate **** wrapped in corporate babble, where plenty of words are used but nothing of substance is ever confirmed. In 48 hours I fully expect to receive the same recycled response again.
This should be very simple. I want a payment date confirmed by your finance team. Why is that proving so difficult?
Please stop sending generic responses and provide the exact date on which my refund will be processed.
What I am seeing is an elaborate **** wrapped in corporate babble, where plenty of words are used but nothing of substance is ever confirmed. In 48 hours I fully expect to receive the same recycled response again.
This should be very simple. I want a payment date confirmed by your finance team. Why is that proving so difficult?
Please stop sending generic responses and provide the exact date on which my refund will be processed.
Webafrica's replyOfficial
30 Apr 2026, 09:44Hi Lerato, we hear your frustration, especially around wanting a clear payment date rather than general timelines. It’s completely understandable that the back-and-forth and lack of a specific date has left you feeling like you’re not getting direct answers.
To be transparent, we’re not able to confirm an exact calendar date for the refund payment. What we can confirm is that the refund is now in the final stage of processing with our finance team and is actively being handled. Once finance completes processing, the payment is released, and from that point it typically reflects in your bank account within 5 to 7 working days, depending on your bank’s processing times.
We understand this may not be the exact date confirmation you were hoping for, but the reason a fixed date cannot be provided is because bank processing and payment release cycles vary and are not done on a single scheduled date for all refunds.
What we can assure you is that your refund is in progress, prioritised, and being monitored through to completion. We also acknowledge your feedback around communication gaps, and this is being reviewed so that future updates are clearer and more direct.
Warm regards,
Webafrica Crew
Webafrica Crew
Webafrica's reply30 Apr 2026, 09:44
Official
Hi Lerato, we hear your frustration, especially around wanting a clear payment date rather than general timelines. It’s completely understandable that the back-and-forth and lack of a specific date has left you feeling like you’re not getting direct answers.
To be transparent, we’re not able to confirm an exact calendar date for the refund payment. What we can confirm is that the refund is now in the final stage of processing with our finance team and is actively being handled. Once finance completes processing, the payment is released, and from that point it typically reflects in your bank account within 5 to 7 working days, depending on your bank’s processing times.
We understand this may not be the exact date confirmation you were hoping for, but the reason a fixed date cannot be provided is because bank processing and payment release cycles vary and are not done on a single scheduled date for all refunds.
What we can assure you is that your refund is in progress, prioritised, and being monitored through to completion. We also acknowledge your feedback around communication gaps, and this is being reviewed so that future updates are clearer and more direct.
Warm regards,
Webafrica Crew
Webafrica Crew
Ll
Lerato lerato.nketle's updateReviewer Update
30 Apr 2026, 11:45No, this is not acceptable, and I’m going to explain this clearly so there is no misunderstanding.
Throughout this entire process, I have been repeatedly given information that has turned out to be false. At some point, this stops being miscommunication and becomes consistent lying.
I was told fibre was available. That was not true.
I was told to make payment upfront to avoid installation delays. That did not help and only benefited Webafrica.
I was told there would be compensation if installation took too long. That never happened, which makes Webafrica's marketing strategy a lie.
I was told my refund was in progress last week. That was also not true, because it was later declined for no clear reason.
I was told to make payment upfront to avoid installation delays. That did not help and only benefited Webafrica.
I was told there would be compensation if installation took too long. That never happened, which makes Webafrica's marketing strategy a lie.
I was told my refund was in progress last week. That was also not true, because it was later declined for no clear reason.
So at every stage, I have been told something that influenced my actions, and at every stage it has been incorrect. Each time this happens, the process resets and I am expected to wait again. I am the only one impacted by these repeated errors and delays.
I am also being told that my refund is being “prioritised and monitored,” but that does not align with what is happening. If this were truly a priority, it would not be handled like a routine task. A priority has urgency, ownership, and deadlines. Monitoring means you know exactly where it is in the process and when each person will complete their part. The fact that no one can even provide a payment date shows that this is neither being prioritised nor properly monitored. So yes, another lie from Webafrica.
At this point, your reassurances mean nothing.
I want a confirmed payment date from your finance team. I didn't ask when it will reflect in my account, my bank has a clear policy on this so I know it won't take 5-7 days, that's not in question.
Please provide the exact date on which my refund will paid to me.
Ll
Lerato lerato.nketle's update30 Apr 2026, 11:45
Reviewer Update
No, this is not acceptable, and I’m going to explain this clearly so there is no misunderstanding.
Throughout this entire process, I have been repeatedly given information that has turned out to be false. At some point, this stops being miscommunication and becomes consistent lying.
I was told fibre was available. That was not true.
I was told to make payment upfront to avoid installation delays. That did not help and only benefited Webafrica.
I was told there would be compensation if installation took too long. That never happened, which makes Webafrica's marketing strategy a lie.
I was told my refund was in progress last week. That was also not true, because it was later declined for no clear reason.
I was told to make payment upfront to avoid installation delays. That did not help and only benefited Webafrica.
I was told there would be compensation if installation took too long. That never happened, which makes Webafrica's marketing strategy a lie.
I was told my refund was in progress last week. That was also not true, because it was later declined for no clear reason.
So at every stage, I have been told something that influenced my actions, and at every stage it has been incorrect. Each time this happens, the process resets and I am expected to wait again. I am the only one impacted by these repeated errors and delays.
I am also being told that my refund is being “prioritised and monitored,” but that does not align with what is happening. If this were truly a priority, it would not be handled like a routine task. A priority has urgency, ownership, and deadlines. Monitoring means you know exactly where it is in the process and when each person will complete their part. The fact that no one can even provide a payment date shows that this is neither being prioritised nor properly monitored. So yes, another lie from Webafrica.
At this point, your reassurances mean nothing.
I want a confirmed payment date from your finance team. I didn't ask when it will reflect in my account, my bank has a clear policy on this so I know it won't take 5-7 days, that's not in question.
Please provide the exact date on which my refund will paid to me.
Webafrica's replyOfficial
30 Apr 2026, 11:59Hi Lerato, we understand how important it is for you to have clear progress on this, especially given the delays and frustration experienced so far.
We can confirm that we have submitted a follow-up to our finance team to urgently review and provide an update on your refund status. This has been escalated so that the team can check the current stage of processing and come back with the latest information as soon as possible.
We’ll ensure that as soon as we receive feedback from finance, it is communicated to you without delay.
Warm regards,
Webafrica Crew
Webafrica Crew
Webafrica's reply30 Apr 2026, 11:59
Official
Hi Lerato, we understand how important it is for you to have clear progress on this, especially given the delays and frustration experienced so far.
We can confirm that we have submitted a follow-up to our finance team to urgently review and provide an update on your refund status. This has been escalated so that the team can check the current stage of processing and come back with the latest information as soon as possible.
We’ll ensure that as soon as we receive feedback from finance, it is communicated to you without delay.
Warm regards,
Webafrica Crew
Webafrica Crew
Ll
Lerato lerato.nketle's updateReviewer Update
04 May 2026, 08:43When is my refund being paid to me?
Ll
Lerato lerato.nketle's update04 May 2026, 08:43
Reviewer Update
When is my refund being paid to me?
Ll
Lerato lerato.nketle's updateReviewer Update
04 May 2026, 15:31Your agent was not able to provide any new or meaningful update. I was already aware that the refund had been logged, as that is exactly what Webafrica communicated last week.
There is still no response from Webafrica’s finance team. This directly contradicts Webafrica’s repeated claims that this matter is being monitored or prioritised. If Webafrica were genuinely monitoring this refund, you would be aware of the delay and able to provide a clear update.
Instead, I am now being told that Webafrica’s escalation team is experiencing an overflow and that response times from Webafrica’s finance team are slow.
At this point, there has been no progress from Webafrica, no accountability from Webafrica’s finance team, and no concrete information provided by Webafrica. I am simply being asked to wait repeatedly while nothing changes.
So I will ask Webafrica again:
When will my refund be paid?
Ll
Lerato lerato.nketle's update04 May 2026, 15:31
Reviewer Update
Your agent was not able to provide any new or meaningful update. I was already aware that the refund had been logged, as that is exactly what Webafrica communicated last week.
There is still no response from Webafrica’s finance team. This directly contradicts Webafrica’s repeated claims that this matter is being monitored or prioritised. If Webafrica were genuinely monitoring this refund, you would be aware of the delay and able to provide a clear update.
Instead, I am now being told that Webafrica’s escalation team is experiencing an overflow and that response times from Webafrica’s finance team are slow.
At this point, there has been no progress from Webafrica, no accountability from Webafrica’s finance team, and no concrete information provided by Webafrica. I am simply being asked to wait repeatedly while nothing changes.
So I will ask Webafrica again:
When will my refund be paid?
Ll
Lerato lerato.nketle's updateReviewer Update
04 May 2026, 16:11Did you even read my response, Webafrica? Not sure why you’ve repeated the same generic reply.
With respect, I won’t be taking this discussion private. I have already attempted to resolve this directly with Webafrica multiple times without success, and at this point transparency is important so others understand what to expect if they make the mistake of choosing Webafrica as a provider.
Your own agent confirmed there has been no response from Web Africa’s finance team. Last week Wednesday I was told that there would be an update in 24 -48 hours. It's now Monday and still nothing. Again, you would know this if you were monitoring like you said you were.
So I’ll ask again:
When will my refund be paid?
With respect, I won’t be taking this discussion private. I have already attempted to resolve this directly with Webafrica multiple times without success, and at this point transparency is important so others understand what to expect if they make the mistake of choosing Webafrica as a provider.
Your own agent confirmed there has been no response from Web Africa’s finance team. Last week Wednesday I was told that there would be an update in 24 -48 hours. It's now Monday and still nothing. Again, you would know this if you were monitoring like you said you were.
So I’ll ask again:
When will my refund be paid?
Ll
Lerato lerato.nketle's update04 May 2026, 16:11
Reviewer Update
Did you even read my response, Webafrica? Not sure why you’ve repeated the same generic reply.
With respect, I won’t be taking this discussion private. I have already attempted to resolve this directly with Webafrica multiple times without success, and at this point transparency is important so others understand what to expect if they make the mistake of choosing Webafrica as a provider.
Your own agent confirmed there has been no response from Web Africa’s finance team. Last week Wednesday I was told that there would be an update in 24 -48 hours. It's now Monday and still nothing. Again, you would know this if you were monitoring like you said you were.
So I’ll ask again:
When will my refund be paid?
With respect, I won’t be taking this discussion private. I have already attempted to resolve this directly with Webafrica multiple times without success, and at this point transparency is important so others understand what to expect if they make the mistake of choosing Webafrica as a provider.
Your own agent confirmed there has been no response from Web Africa’s finance team. Last week Wednesday I was told that there would be an update in 24 -48 hours. It's now Monday and still nothing. Again, you would know this if you were monitoring like you said you were.
So I’ll ask again:
When will my refund be paid?
Webafrica's replyOfficial
04 May 2026, 16:43Hello Lerato.
We have logged a follow-up with the team to confirm the status of the refund ASAP.
Warm regards,
Webafrica Crew
We have logged a follow-up with the team to confirm the status of the refund ASAP.
Warm regards,
Webafrica Crew
Webafrica's reply04 May 2026, 16:43
Official
Hello Lerato.
We have logged a follow-up with the team to confirm the status of the refund ASAP.
Warm regards,
Webafrica Crew
We have logged a follow-up with the team to confirm the status of the refund ASAP.
Warm regards,
Webafrica Crew