Very Poor Support Services

I am very disappointed with the level of service I received from Webafrica regarding a billing arrangement that should have been straightforward to resolve.

I am an existing customer and previously spoke to the Retentions Department, where it was agreed that I would pay R350 for this month and R350 for next month (R700 total) so that my account would remain in credit. This arrangement was meant to prevent recurring disconnections, as I am paid on the 15th of each month.

When I checked my dashboard, the amount still reflected R489, which did not align with what was agreed. I contacted support via live chat to confirm the arrangement and how to proceed with payment. Despite clearly explaining the situation multiple times, the agent only confirmed that my services were active and did not confirm whether the agreed billing arrangement had been app**** to my account.

Responses were extremely slow, I had to repeat myself several times, and the issue was not resolved during the chat. Eventually, the agent asked me to confirm information I had already clearly stated — that I wanted to pay the full R700 immediately.

This experience was frustrating and inefficient. A simple review of the account notes or escalation to the Retentions team could have resolved the matter quickly.

I am requesting:

Confirmation that the R700 payment arrangement is correctly app****

Correction of the billing amount displayed on the dashboard

Assurance that the service will not be disconnected in line with the agreement

I hope Webafrica management addresses this matter urgently and improves the responsiveness and effectiveness of customer support.