URGENT: Refund Still Outstanding & Poor Service

Dear Webafrica Support Team,

I am writing to formally raise a serious complaint regarding the unacceptable service I’ve received since the 1st of June 2025.

Due to fibre line vandalism in my area, I was unable to connect to the internet. Upon contacting your support, I was informed that the issue was due to a Vuma network outage and all repairs had been placed on hold. On the 4th of June, I spoke to your agent Shune regarding service cancellation. He strongly advised against cancellation, assuring me that Vuma technicians were actively addressing the issue. That turned out to be completely misleading no progress was made for over two weeks, despite my daily follow-ups.

As someone who works remotely, this outage caused extreme inconvenience and financial strain.

On the 19th of June, I proceeded with cancellation through your agent Kaylin W, who also requested a refund credit. She assured me that the Finance team would respond within 24-48 hours. As of 2nd July, I have still not received my refund or any meaningful update.

After over 5 hours of waiting for assistance today, Karabo M eventually responded with a screenshot stating that "VR downtime credits are currently on hold" and that there is no estimated resolution date. When I asked for manager escalation, I was told there's no way to be connected to a manager, and even if there was, the answer would be the same. Later, Karabo contradicted their initial statement, blaming system upgrades as the cause of the delay.

This is completely unacceptable. The shifting narratives, lack of accountability, and poor customer care are outrageous for a company providing essential services.

I am demanding the following: Immediate processing and confirmation of my refund for the period from 1 June until the cancellation date.

A formal response from a senior manager addressing this complaint.

Clarification on why refunds are on hold and why customers are not informed transparently.

I have been more than patient and cooperative.