DJ
David J
1 reviews | Active since Mar 2026
04 Mar 2026, 15:46
Webafrica billing error + impossible support process
I upgraded my fibre line with Webafrica from Vumatel GPON 200/200 Mbps to Vumatel Uncapped 1000/250 Mbps on 28 January 2026. The intention was clearly to replace the existing service, not run two fibre services simultaneously.
However, Webafrica instead created a second service and billed both lines.
As a result I was charged for two fibre lines at the same time, even though there is only one physical line at the property.
Invoices affected:
• Invoice IAB*** (30 Jan 2026) Pro-rata charge for the new 1000/250 Mbps line from 28–31 January while the 200/200 line was still billing
• Invoice IAB*** (21 Feb 2026) Full charges for both services: – 200/200 Mbps: R1,109.00 incl. VAT – 1000/250 Mbps: R1,309.00 incl. VAT
So I am currently paying for two fibre services that physically cannot exist simultaneously on the same line.
I contacted Webafrica support via live chat and explained the situation clearly.
The response was that the 200 Mbps service must be cancelled before they can fix the billing, which is reasonable.
However the support process itself is completely broken:
• I was transferred between agents multiple times • I was placed back into the queue repeatedly • The chat session was closed automatically while I was waiting • There is no email address to escalate the issue • There is no phone number to call • Customers are expected to sit indefinitely in live chat queues
After almost 40 minutes of waiting and transfers, the system closed my chat session again.
This is extremely frustrating for a simple billing correction.
To be clear, the correct resolution should be:
✔ Keep: Vumatel Uncapped 1000/250 Mbps ✔ Keep: Static IP Add-On ✘ Cancel: Vumatel GPON 200/200 Mbps (backdated to 28 January 2026)
And apply a credit for the duplicate billing:
• February charge for 200/200 line: R1,109.00 • Pro-rata portion from 28–31 January
If this cannot be resolved quickly, I will unfortunately have to cancel all services with Webafrica and move to another ISP, as the current support system makes it extremely difficult to resolve even basic account issues.
Helpful (0)
Replies (6)0
Replies (6)
Webafrica's replyOfficial
04 Mar 2026, 16:40Hello David. That level of difficulty is understandably upsetting, and we truly appreciate you taking the time to clearly outline the situation.To ensure this is addressed properly, we’ve arranged for our Cancellation team to call you directly. They will review your profile, the billing discrepancies, and the necessary cancellations to adjust the account billing accordingly. The team will also walk you through the next steps to ensure your account reflects only the services you intend to keep, including the 1000/250 Mbps service and the Static IP add-on.We appreciate your patience as we work to resolve this and restore clarity to your account. Our goal is to make this right quickly and efficiently, and to ensure your experience with Webafrica moving forward is smooth and reliable. r^
Best regards,
Webafrica's reply04 Mar 2026, 16:40
Official
Hello David. That level of difficulty is understandably upsetting, and we truly appreciate you taking the time to clearly outline the situation.To ensure this is addressed properly, we’ve arranged for our Cancellation team to call you directly. They will review your profile, the billing discrepancies, and the necessary cancellations to adjust the account billing accordingly. The team will also walk you through the next steps to ensure your account reflects only the services you intend to keep, including the 1000/250 Mbps service and the Static IP add-on.We appreciate your patience as we work to resolve this and restore clarity to your account. Our goal is to make this right quickly and efficiently, and to ensure your experience with Webafrica moving forward is smooth and reliable. r^
Best regards,
Webafrica's replyOfficial
04 Mar 2026, 16:40 Hello David. That level of difficulty is understandably upsetting, and we truly appreciate you taking the time to clearly outline the situation.To ensure this is addressed properly, we’ve arranged for our Cancellation team to call you directly. They will review your profile, the billing discrepancies, and the necessary cancellations to adjust the account billing accordingly. The team will also walk you through the next steps to ensure your account reflects only the services you intend to keep, including the 1000/250 Mbps service and the Static IP add-on.We appreciate your patience as we work to resolve this and restore clarity to your account. Our goal is to make this right quickly and efficiently, and to ensure your experience with Webafrica moving forward is smooth and reliable. r^
Best regards,
Webafrica's reply04 Mar 2026, 16:40
Official
Hello David. That level of difficulty is understandably upsetting, and we truly appreciate you taking the time to clearly outline the situation.To ensure this is addressed properly, we’ve arranged for our Cancellation team to call you directly. They will review your profile, the billing discrepancies, and the necessary cancellations to adjust the account billing accordingly. The team will also walk you through the next steps to ensure your account reflects only the services you intend to keep, including the 1000/250 Mbps service and the Static IP add-on.We appreciate your patience as we work to resolve this and restore clarity to your account. Our goal is to make this right quickly and efficiently, and to ensure your experience with Webafrica moving forward is smooth and reliable. r^
Best regards,
DJ
David J's updateReviewer Update
04 Mar 2026, 16:45 Thank you for the response and for arranging the call from the Cancellation team.However, I believe the issue here goes beyond simply cancelling a line and correcting billing.What concerns me is that a simple upgrade request resulted in a duplicate service being created, incorrect billing being app****, and internal systems indicating that I am not even using the upgraded line, while speed tests clearly show that I am.
This suggests a deeper disconnect between provisioning, billing, and customer support systems.Equally concerning is the support process itself, where customers are routed through WhatsApp live chat, transferred between multiple agents, and required to repeat the same issue from the beginning each time, often without ever reaching final resolution. In previous cases I have spent days and even weeks trying to resolve issues through this process.
While I appreciate the Cancellation team contacting me to fix the immediate billing problem, I would strongly suggest that someone at director level takes a look at what is happening operationally.I would be happy to offer 15 minutes of my time to speak with one of your directors to explain the experience and where the process appears to be breaking down.
To be clear, there is nothing for me to gain from this. The billing correction is simply the expected outcome. My offer is purely because I would hate to see a company that previously had such a strong
reputation deteriorate due to operational issues.
If someone at director level would like to reach out, I would gladly make the time.
This suggests a deeper disconnect between provisioning, billing, and customer support systems.Equally concerning is the support process itself, where customers are routed through WhatsApp live chat, transferred between multiple agents, and required to repeat the same issue from the beginning each time, often without ever reaching final resolution. In previous cases I have spent days and even weeks trying to resolve issues through this process.
While I appreciate the Cancellation team contacting me to fix the immediate billing problem, I would strongly suggest that someone at director level takes a look at what is happening operationally.I would be happy to offer 15 minutes of my time to speak with one of your directors to explain the experience and where the process appears to be breaking down.
To be clear, there is nothing for me to gain from this. The billing correction is simply the expected outcome. My offer is purely because I would hate to see a company that previously had such a strong
reputation deteriorate due to operational issues.
If someone at director level would like to reach out, I would gladly make the time.
DJ
David J's update04 Mar 2026, 16:45
Reviewer Update
Thank you for the response and for arranging the call from the Cancellation team.However, I believe the issue here goes beyond simply cancelling a line and correcting billing.What concerns me is that a simple upgrade request resulted in a duplicate service being created, incorrect billing being app****, and internal systems indicating that I am not even using the upgraded line, while speed tests clearly show that I am.
This suggests a deeper disconnect between provisioning, billing, and customer support systems.Equally concerning is the support process itself, where customers are routed through WhatsApp live chat, transferred between multiple agents, and required to repeat the same issue from the beginning each time, often without ever reaching final resolution. In previous cases I have spent days and even weeks trying to resolve issues through this process.
While I appreciate the Cancellation team contacting me to fix the immediate billing problem, I would strongly suggest that someone at director level takes a look at what is happening operationally.I would be happy to offer 15 minutes of my time to speak with one of your directors to explain the experience and where the process appears to be breaking down.
To be clear, there is nothing for me to gain from this. The billing correction is simply the expected outcome. My offer is purely because I would hate to see a company that previously had such a strong
reputation deteriorate due to operational issues.
If someone at director level would like to reach out, I would gladly make the time.
This suggests a deeper disconnect between provisioning, billing, and customer support systems.Equally concerning is the support process itself, where customers are routed through WhatsApp live chat, transferred between multiple agents, and required to repeat the same issue from the beginning each time, often without ever reaching final resolution. In previous cases I have spent days and even weeks trying to resolve issues through this process.
While I appreciate the Cancellation team contacting me to fix the immediate billing problem, I would strongly suggest that someone at director level takes a look at what is happening operationally.I would be happy to offer 15 minutes of my time to speak with one of your directors to explain the experience and where the process appears to be breaking down.
To be clear, there is nothing for me to gain from this. The billing correction is simply the expected outcome. My offer is purely because I would hate to see a company that previously had such a strong
reputation deteriorate due to operational issues.
If someone at director level would like to reach out, I would gladly make the time.
Webafrica's replyOfficial
04 Mar 2026, 17:00 Thank you for your detailed feedback and for taking the time to explain your experience so thoroughly. We completely understand your concerns regarding the disconnects between provisioning, billing, and support systems, as well as the challenges you’ve faced navigating live chat and repeated agent transfers. Your insights are incredibly valuable. We’ve submitted your feedback to the relevant teams to ensure it reaches the right areas for review. Input like yours gives us the visibility we need to address these disconnects, improve internal processes, and enhance the overall customer experience. We sincerely appreciate your willingness to offer your time to speak with a director. While we can’t confirm that outreach at this moment, your perspective has already been escalated internally.Thank you again for helping us identify where improvements are needed. Your input will play a role in making the experience smoother and more reliable for all our customers. R^
Best regards,
Webafrica's reply04 Mar 2026, 17:00
Official
Thank you for your detailed feedback and for taking the time to explain your experience so thoroughly. We completely understand your concerns regarding the disconnects between provisioning, billing, and support systems, as well as the challenges you’ve faced navigating live chat and repeated agent transfers. Your insights are incredibly valuable. We’ve submitted your feedback to the relevant teams to ensure it reaches the right areas for review. Input like yours gives us the visibility we need to address these disconnects, improve internal processes, and enhance the overall customer experience. We sincerely appreciate your willingness to offer your time to speak with a director. While we can’t confirm that outreach at this moment, your perspective has already been escalated internally.Thank you again for helping us identify where improvements are needed. Your input will play a role in making the experience smoother and more reliable for all our customers. R^
Best regards,
DJ
David J's updateReviewer Update
04 Mar 2026, 17:13 Thank you for the response and for escalating the matter internally.
However, I would like to be clear that this HelloPeter review will remain open until all concerns have been fully resolved, including:
• Cancellation of the incorrect 200/200 service (backdated to 28 January 2026)
• Correcting the billing and issuing the appropriate credits
• Confirming that my account reflects only the 1000/250 Mbps service and Static IP
Once everything has been corrected and confirmed, I will happily update the review accordingly.
I still believe it would be beneficial for someone at director level to understand how a simple upgrade request resulted in duplicate services, incorrect billing, and a support process that makes resolution extremely difficult for customers.
I appreciate the effort to escalate the matter and look forward to seeing it resolved properly.
However, I would like to be clear that this HelloPeter review will remain open until all concerns have been fully resolved, including:
• Cancellation of the incorrect 200/200 service (backdated to 28 January 2026)
• Correcting the billing and issuing the appropriate credits
• Confirming that my account reflects only the 1000/250 Mbps service and Static IP
Once everything has been corrected and confirmed, I will happily update the review accordingly.
I still believe it would be beneficial for someone at director level to understand how a simple upgrade request resulted in duplicate services, incorrect billing, and a support process that makes resolution extremely difficult for customers.
I appreciate the effort to escalate the matter and look forward to seeing it resolved properly.
DJ
David J's update04 Mar 2026, 17:13
Reviewer Update
Thank you for the response and for escalating the matter internally.
However, I would like to be clear that this HelloPeter review will remain open until all concerns have been fully resolved, including:
• Cancellation of the incorrect 200/200 service (backdated to 28 January 2026)
• Correcting the billing and issuing the appropriate credits
• Confirming that my account reflects only the 1000/250 Mbps service and Static IP
Once everything has been corrected and confirmed, I will happily update the review accordingly.
I still believe it would be beneficial for someone at director level to understand how a simple upgrade request resulted in duplicate services, incorrect billing, and a support process that makes resolution extremely difficult for customers.
I appreciate the effort to escalate the matter and look forward to seeing it resolved properly.
However, I would like to be clear that this HelloPeter review will remain open until all concerns have been fully resolved, including:
• Cancellation of the incorrect 200/200 service (backdated to 28 January 2026)
• Correcting the billing and issuing the appropriate credits
• Confirming that my account reflects only the 1000/250 Mbps service and Static IP
Once everything has been corrected and confirmed, I will happily update the review accordingly.
I still believe it would be beneficial for someone at director level to understand how a simple upgrade request resulted in duplicate services, incorrect billing, and a support process that makes resolution extremely difficult for customers.
I appreciate the effort to escalate the matter and look forward to seeing it resolved properly.
Webafrica's replyOfficial
04 Mar 2026, 17:13 Thank you for your detailed feedback and for taking the time to explain your experience so thoroughly. We completely understand your concerns regarding the disconnects between provisioning, billing, and support systems, as well as the challenges you’ve faced navigating live chat and repeated agent transfers. Your insights are incredibly valuable. We’ve submitted your feedback to the relevant teams to ensure it reaches the right areas for review. Input like yours gives us the visibility we need to address these disconnects, improve internal processes, and enhance the overall customer experience. We sincerely appreciate your willingness to offer your time to speak with a director. While we can’t confirm that outreach at this moment, your perspective has already been escalated internally.Thank you again for helping us identify where improvements are needed. Your input will play a role in making the experience smoother and more reliable for all our customers.
Best regards,
Webafrica's reply04 Mar 2026, 17:13
Official
Thank you for your detailed feedback and for taking the time to explain your experience so thoroughly. We completely understand your concerns regarding the disconnects between provisioning, billing, and support systems, as well as the challenges you’ve faced navigating live chat and repeated agent transfers. Your insights are incredibly valuable. We’ve submitted your feedback to the relevant teams to ensure it reaches the right areas for review. Input like yours gives us the visibility we need to address these disconnects, improve internal processes, and enhance the overall customer experience. We sincerely appreciate your willingness to offer your time to speak with a director. While we can’t confirm that outreach at this moment, your perspective has already been escalated internally.Thank you again for helping us identify where improvements are needed. Your input will play a role in making the experience smoother and more reliable for all our customers.
Best regards,