WebAfica: Terrible customer service and petty charges

Having been a WebAfrica customer for over five years, I'd had a lot of experience with their extremely poor customer service but put up with it anyway. Then in early November 2025 I had an issue with slow Internet and contacted customer service via WhatsApp. After waiting for 2 hours I finally got assisted, but as they seem to be busy with so many people at once the entire process of identifying the issue took another 4 hours! The problem was the age of the wi-fi router. They offered to replace it, but I'd had enough and decided to cancel my service instead. I was then informed that I'd need to give a calendar month's notice, and that there would be a R999 cancellation fee. Given that I'd been with them for over five years this seemed petty. In that time I would have paid them about R85,000 so why charge such a fee, and for what? But again, I decided I was better off without them (especially if they were going to be charging these petty fees) and lodged my cancellation request on 1 December. However, that would mean that my service would be disconnected on 31 December, so rather than having no Internet I asked them (during another 2 hour Whats App marathon) to please release the line by mid-December so that my new service provider could activate my fiber service. As I'd already paid the final bill in advance, this shouldn't have been a problem, and I was told that the request would be processed and I'd get a confirmation within 24 to 48 hours. But no, nothing came. I couldn't deal with another 2 hour WhatsApp hair-tearing waste of time, so decided to just hope that my request had been actioned. But of course it hadn't. The line wasn't released until midnight on 31 December, meaning I had no Internet until the 3rd of January when the new service provider was able to activate. Of course, for all this poor service Web Africa still charged their R999 cancellation fee. But the saga continued. Having read their cancellation Ts&Cs I was aware they'd want their old router back (even though it was faulty). It says in the Ts&Cs that you have to wait and they'll send you an email to tell you where to send the router (at your expense), and that you must NOT just send it to their head office. So I waited. No email came. Then, out of the blue, in early April - three months after I'd cancelled my contract - they billed me for R699 for (you guessed it) a wi-fi router clawback fee. Because I hadn't sent them the router - that their own website says not to send until they tell you too! It's sitting in it's original box, on my desk, waiting. Of course, they then added insult to injury by charging me a R50 faioed debit order fee (because I'd cancelled my debit order as I didn't have an account with them anymore, as far as I knew). I disputed the R749 charge with my bank, and it was reversed, then tried contacting WebAfrica but (as usual) it was a waste of time and I gave up after half an hour (why should the customer have to jump through hoops?) So, what did they do? They put the charge through again on the 8th of April. I then tried contacting them again and got hold of someone in under 20 minutes (for a change), but they couldn't explain the charge and siad they'd escalate it (I've heard that before) and that I (note "I", not them) should get back in touch in 24 to 48 hours to find out why I was charged. Of course I'll dispute it again (though my bank charges me every time). So, those are the facts, folks.