Web Africa: 10 Days Without Internet, Double Billing, Endless Transfers & Still No Resolution

I am posting this review after more than 10 days without internet, repeated incorrect billing, and a completely unacceptable support experience. What should have been a simple relocation activation has turned into a financial and emotional nightmare. 1. No Internet Since the End of February My service was confirmed to be activated on the agreed date, but the connection went offline days before and has never been restored. Despite this, I was billed, even though the service has not been usable at all. This is a direct breach of the agreement. 2. Billing Errors & Unexplained Charges I was: • Debited for the regular service • Debited again for a setup/moving fee • Then told I must pay another setup fee before reconnecting Even though the charges were already taken, the system still shows an unpaid amount and blocks access to the internet. No one can explain why this is happening and for some reason are unable to reverse the activation dates that I did not even requested. 3. Internal Administrative Chaos Throughout this ordeal, Web Africa’s system has shown: • Incorrect dates • Duplicate orders • Conflicting account statuses • A “suspended” service even after successful payments • Activation addresses that don’t match the information I provided • Repeated mistakes by technicians and provisioning Every agent gives a different story. No one takes ownership. 4. Support Experience: Unhelpful, Slow, and Repetitive Over many days, I experienced: • Being stuck in bot loops • Repeating verification multiple times • Being transferred between departments again and again • Agents who disappear mid-chat • Promised callbacks that never happen • Long delays between responses • No follow through on any ticket logged (which then for some reason disappeared) I have been asked the same questions over and over, and every time I explain the full situation, I get transferred to someone else who starts from zero again. 5. Technician Visit — Still No Connection A technician eventually arrived and confirmed that: • The previous installation was done incorrectly • The line had been physically damaged • The issue on the physical line was fixed However, because of Web Africa’s internal system errors and incorrect billing flags, the connection still cannot be activated. 6. Financial & Emotional Impact This situation has caused: • Loss of productivity • Extra costs for mobile data and airtime – Financial stress. • Stress and disruption in my household • Hours wasted on chats and calls • Job stress – as we work remotely I even had to take additional steps to protect myself from incorrect ongoing debits. No customer should be put through this. What I Expect • Immediate activation of the service • Removal of duplicate/incorrect charges • A refund or credit for the full offline period • A full investigation into the administrative and billing errors • Reimbur*****t of additional costs caused by the service failure Final Comment This experience shows a serious breakdown in Web Africa’s systems, communication, and customer service. What should have been a simple relocation has turned into a week-long, expensive, stressful ordeal — with still no resolution in sight.