Webafrica Cancellation Error, Poor Communication and Unresolved Collection Handover

My experience with Webafrica has been extremely frustrating.

I had been using Webafrica’s fibre service for approximately two years when I requested cancellation on 15 December 2025 because I had moved to an address where fibre was not available.

What should have been a straightforward cancellation of a month-to-month service turned into months of delayed communication, contradictory information, disputed charges and eventually a handover for collection.

From the time I submitted my cancellation, every time I followed up I was reminded that a cancellation fee could apply. However, nobody actually confirmed that the fee app**** to my specific account. I repeatedly requested supporting documentation, invoices and statements, but these were not provided.

Instead, I was referred to the Terms & Conditions on Webafrica’s website. I have repeatedly asked Webafrica to provide the Terms & Conditions that app**** when I signed up and to show where the R999 cancellation/processing fee was disclosed and agreed to. This has still not been provided.

Had I been clearly informed when signing up that a R999 cancellation fee could apply to a month-to-month service, I would never have taken the contract. The flexibility of a month-to-month service was one of the reasons for choosing it in the first place.

Only much later was I eventually informed that the R999 fee had actually been charged.

Webafrica initially maintained that the service would only terminate at the end of March 2026, despite my cancellation request having been submitted on 15 December 2025. They later acknowledged that they were at fault for not processing my cancellation when it was originally requested.

The invoices raised during this period are under review by Webafrica, and I am still waiting for feedback on the outcome of that review.

When I started receiving warnings that the outstanding amount could be handed over for collection, I emailed Webafrica advising that the matter was still unresolved and specifically requested that the collection process be placed on hold until it had been resolved.

Despite this, while I was still waiting for Webafrica’s feedback on the invoice review and my outstanding queries, the account was handed over for collection.

Communication throughout has been extremely poor, with delayed email responses and inconsistent information. Different people have provided different answers, and responses have often failed to address the questions I actually raised. I have repeatedly had to explain the same situation, resend screenshots or information already provided, and follow up on queries that remain unanswered.

I have never refused to cooperate. The router has been packed and ready for colelction (address shared with them), and I have consistently tried to resolve this matter directly with Webafrica and in writing.

At this point, Webafrica needs to take responsibility for the cancellation that they have already acknowledged was not processed when it should have been, complete the review of the invoices, correct my account accordingly and resolve the collection handover.

The account cannot simply remain unresolved while communication continues to drag on and the matter has already been handed over for collection.

After approximately two years as a customer, I did not expect cancelling a month-to-month fibre service to become this difficult.

Based on my experience, I would not recommend Webafrica.