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Nombulelo M

1 reviews | Active since Feb 2020

01 Jun 2026, 14:43

Webafrica Cancelled My Service, Waived the Fee, Then Reactivated It, Continued Billing Me and Now Claims I Owe R885

I signed up with Webafrica on 1 May 2026. My router was delivered on 13 May 2026, but despite almost daily follow-ups, my fibre service was never successfully activated or usable.

For weeks I was repeatedly told to wait 24–48 hours while MetroFibre allegedly activated my line. Despite numerous tickets and promises, no working internet service was ever provided.

As a result, I requested cancellation on 26 May 2026.

Following my cancellation request, Webafrica confirmed in writing that:

My cancellation had been processed immediately; I would not be liable for the R999 cancellation fee; My service had been cancelled; and My fibre line release would generally take 3–5 days.

However, after receiving cancellation confirmation, the situation became even more confusing.

I subsequently received:

Emails stating that my fibre service was active; Emails stating that my order had been accepted; WhatsApp communication stating that my cancellation would only take effect on 1 July 2026; Confirmation from another Webafrica agent that the service was activated on 27 May 2026, one day after my cancellation had already been confirmed.

To be clear: I never requested or authorised any reactivation of the service after cancelling it. It makes absolutely no sense that I would spend weeks trying to cancel a service that never worked, only to immediately reactivate it the next day.

I have repeatedly asked Webafrica to provide:

Proof that I requested reactivation; The date, time and channel through which this alleged request was made; A full billing breakdown; Confirmation of my line release status; An explanation for the contradictory information being provided by different departments.

Whenever these questions are asked via WhatsApp, communication stops and I am ignored.

The latest development is even more concerning.

My account now reflects an outstanding balance of R885.58, despite Webafrica having already confirmed that my cancellation was processed and that the cancellation fee was waived.

In addition, I have received automated messages stating:

"Your 1st payment attempt was unsuccessful. We will resubmit to your account soon. Please ensure funds are available to avoid service interruption."

This raises several serious questions:

Why is Webafrica attempting to debit my account after confirming my cancellation? Why has my balance increased to R885.58? What exactly am I being billed for when the service was never successfully provided? Why am I receiving service interruption warnings for a service that Webafrica says was cancelled? Why was the service activated after cancellation? Why are different departments providing completely different information?

At this stage, I am requesting that Webafrica urgently provide:

Written confirmation of the actual cancellation date; A detailed breakdown of the R885.58 balance; Confirmation of any amounts allegedly owed and the basis for those charges; Proof of any reactivation request allegedly made by me; Confirmation that no further debit orders will be processed while this dispute remains unresolved; Written confirmation of the fibre line release status and timeline.

I have now spent weeks trying to obtain straightforward answers. Unfortunately, the only channel through which Webafrica appears willing to engage meaningfully is HelloPeter.

I would appreciate one clear, consistent written response that addresses all of the above concerns rather than receiving conflicting information from multiple departments.

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Replies (8)
Webafrica
Webafrica's reply01 Jun 2026, 14:49
Official
Hi Nombulelo 
We can see how much time and effort you’ve put into trying to resolve this, and you’re absolutely right to expect clear, consistent communication, especially after a cancellation was already confirmed. This experience falls well short of the standard we aim to deliver.
To get this properly resolved, we’ve arranged for our Retentions team to review your full profile as a priority. They will call you directly to address each of your concerns, clarify the conflicting updates, and guide you through the next steps, including billing, cancellation confirmation, and line release status.
We’re committed to getting you one clear, accurate outcome here.

Warm regards, 
Webafrica Crew
NM
Nombulelo M's update01 Jun 2026, 15:02
Reviewer Update
Unfortunately, this is precisely the issue I have been experiencing throughout this process.
I am repeatedly being promised that someone will review the matter, call me back, or investigate further, yet the fundamental questions remain unanswered.
I was contacted today and advised that:
  • My cancellation was effective from 26 May 2026;
  • There was no billing outstanding on the account; and
  • The matter had been resolved.
However, shortly thereafter I received further payment notifications, my account balance increased to R885.58, and I continue to receive conflicting information regarding the status of my service. In addition, Webafrica's own records now indicate that the service was activated on 27 May 2026, one day after my cancellation had already been confirmed. I did not request, authorise or consent to any reactivation of the service. At this stage I am no longer requesting telephone calls or further assurances that the matter is being investigated. I require written answers to the following:
  1. If my cancellation was effective on 26 May, why was the service activated on 27 May?
  2. Who authorised or requested this activation?
  3. Why is my account now reflecting a balance of R885.58?
  4. Why have debit orders been submitted after cancellation confirmation?
  5. What is the current status of my line release?
  6. Has my service been cancelled or not?
The ongoing contradiction between what I am told verbally, what appears on my account, what is reflected in your system and what is communicated by different departments is exactly why this matter remains unresolved. I respectfully request a written response addressing each of the above points individually.
NM
Nombulelo M's update01 Jun 2026, 15:12
Reviewer Update
I am now extremely frustrated because this matter has moved far beyond a simple cancellation request.
I have been without a usable fibre service since signing up and have spent weeks trying to resolve issues that should never have existed in the first place.
My primary concern is no longer only the billing dispute. The ongoing contradictions and delays are preventing me from obtaining internet access from another provider.
Every time I receive an explanation, another communication contradicts it. I am told the service is cancelled, then I receive activation notifications. I am told there is no billing, then I receive payment notices. I am told the line will be released, yet no definitive confirmation is provided.
At this stage, I simply want a written resolution that allows me to move to another ISP without any further delays, billing disputes or contradictory information.
Webafrica
Webafrica's reply02 Jun 2026, 07:55
Official
Hi Nombulelo,  
We can understand your frustration. After spending weeks trying to resolve both service and cancellation concerns, receiving conflicting updates about activation, billing, and the status of your line would make it difficult to know where things stand and, more importantly, prevent you from moving forward with another provider. 
We can see that you've already been in contact with our support team regarding the activation dispute, and the matter has been reviewed with them. We can also confirm that a fault has been logged relating to the fibre connection, which is being investigated by the relevant team. 
Given the concerns you've raised around activation, billing, cancellation, and line release, we've ensured that these matters remain under review so that the appropriate teams can provide a clear and consistent resolution. We understand the importance of receiving definitive confirmation regarding the status of your service and any outstanding account matters, and this will form part of the ongoing investigation. 
We'll continue to monitor the matter and provide feedback as soon as the relevant teams have completed their review. 
Warm regards,
 Webafrica Crew 
NM
Nombulelo M's update02 Jun 2026, 08:22
Reviewer Update
Thank you for your response, however this still does not answer the questions raised.
I am not asking for another review or investigation. I am asking for clear factual answers.
  1. Was my service ever activated? If yes, please provide the activation date and proof of activation.
  2. Why was I informed by your agents that the line was cancelled on 26 May 2026?
  3. Why was I informed that there was no billing on the account?
  4. Why was the line allegedly reactivated on 27 May 2026 after cancellation?
  5. Why am I now receiving messages stating that I owe R885?
  6. What specifically is the R885 being charged for?
  7. If the service was cancelled, why has a fault been logged on the fibre connection?
  8. Has the line been released to MetroFibre, and if not, what is the confirmed release date?
Your latest response acknowledges that I received conflicting information, but it does not resolve the contradiction between your various agents, billing messages, cancellation confirmations, and the current status of the line.
I have been waiting for over a month without receiving a functioning service. I require a clear written response to each of the above questions rather than another statement that the matter is under review.
At this stage, the ongoing contradictory information is preventing me from moving to another provider and is causing unnecessary delays and inconvenience.
Webafrica
Webafrica's reply02 Jun 2026, 13:03
Official
Hi Nombulelo,

Thank you for your detailed follow‑up and for clearly outlining the specific answers you’re looking for. It’s completely understandable how frustrating and confusing this situation has been, especially after receiving conflicting information about activation, billing, cancellation, and the current status of your line. Being left without clear, factual answers for this long, while also being unable to move forward with another provider, is not the experience we want for you.

To provide clarity on the key points raised:

All services on your account are currently cancelled.
The additional billing (R885) is linked to a separate service that went active. The Cancellations Team is currently reviewing the billing to ensure it is correctly aligned with your cancelled service and to address these charges appropriately. A fault was initially logged after troubleshooting while the service was believed to be active, however, this has now been closed as the service is no longer active.
A request has been escalated to the team handling line releases to follow up with the network provider and confirm the current line release status. They will provide you with direct feedback once confirmed, including whether the line has been released and any associated timelines.

The relevant teams remain actively engaged to ensure both your billing is corrected and that the line release is processed so you can move forward without further delays.

Warm regards,
Webafrica Crew
NM
Nombulelo M's update03 Jun 2026, 07:15
Reviewer Update
Unfortunately, despite the assurances provided in your previous response, I have still not been contacted regarding the outstanding billing, line release, or account status issues.
In addition, I have submitted signed proof of delivery confirming the return of the router. This has also not been acknowledged.
I continue to receive promises of follow-up from various teams, yet no substantive feedback is being provided.
At this stage, I require written confirmation of:
  • The outcome of the R885.58 billing review;
  • Confirmation that no further debit orders will be processed;
  • Confirmation that the returned router has been received and recorded on my account;
  • Confirmation that the line release request has been actioned and the date on which it was submitted to the network provider;
  • The current status of the line release.
I have now provided all requested information and supporting documentation. I would appreciate a written resolution rather than further assurances that another team will contact me. The ongoing lack of communication is prolonging a matter that should have been resolved when my cancellation was confirmed.
Webafrica
Webafrica's reply03 Jun 2026, 10:55
Official
 
Hi Nombulelo, 
Thank you for your detailed message and for sharing the supporting documentation regarding the router return and your ongoing concerns. We understand how frustrating it is to feel like you are not receiving clear closure after providing everything requested. 
We have reached out to our teams who manage all line release requests for an urgent status update. In addition, the teams have been flagged regarding your efforts to return the router, re: Chat ***, which includes the waybill details.
Regarding the billing, we have also logged a request for our billing team to conduct a full review of your profile. They will be reaching out directly to you and the account holder to provide a clear outcome and outline the way forward as a priority. 
To address your specific requests: 
• The R885.58 billing review: This has been escalated for urgent confirmation and written outcome
 • Debit order status: We have requested confirmation that no further debit orders will be processed while this review is ongoing
We acknowledge your confirmation request rather than further assurances, and we are working to ensure the next communication finalises outcomes where possible. 
We appreciate your patience while this is being resolved and will continue to follow up until all points have been fully addressed. 

Warm regards, 
Webafrica Crew