SR
Stanley R
1 reviews | Active since Mar 2009
26 Mar 2026, 17:28
WebAfrica Charging More Than Advertised, No Notice, No Answers (Agent: Tiffaine)
I am raising a formal complaint regarding WebAfrica’s billing practices, lack of communication, and extremely poor support experience.
I signed up for a MetroFibre 250/250 package at the advertised price of R969 per month, which is still currently displayed on their website.
However, I have now been invoiced R1039, with no prior notification or explanation.
📌 What happened When I queried this:
I was told there was a “price increase” I was told an email notification was sent No proof of this email has been provided The agent (Tiffaine) could not confirm the date it was sent I was told they are “still waiting for internal feedback”
Over the course of 7–8 hours across multiple chats:
I asked for the actual pricing (250/250 and 500/500) at least 6 times I was never given a proper answer I was redirected to WhatsApp multiple times instead of being given simple information I was told they “cannot send the pricing here”, which makes no sense ⚠️ Contradictions and concerning behaviour
The explanations kept changing:
First: “price increase email was sent” Then: “promo price expired” Then: “website pricing does not apply to existing customers” Then: “MetroFibre increased pricing”
These are completely inconsistent.
At one point, the agent even responded with “lol”, which is highly unprofessional in a billing dispute.
💣 Critical contradiction (in writing)
The agent eventually confirmed: “The package you are on is R819 and after the promotion is over it is R1039.”
However: The website still shows R969 as the standard price The 500/500 package still matches website pricing Only my package appears to be treated differently
This creates a clear mismatch between: Advertised pricing Actual billing
🚨 New concern (most serious) The agent confirmed there is a price increase document, but:
Refused to provide it in chat Repeatedly tried to move the conversation to WhatsApp Then later stated they are “not sure” about the website pricing and don’t want to give incorrect information
This means: They have the pricing They are choosing not to provide it in writing They cannot confirm whether their own website pricing is correct
⛔ Service failure Response times of 2–3 hours per reply Multiple chats timed out Entire day wasted trying to get a basic answer
❗ Key concerns Billing amount does not match advertised pricing No proof of required customer notification Inconsistent and contradictory explanations Refusal to provide basic pricing information in writing Attempt to move conversation off-platform to avoid accountability
✅ What I am requesting Proof of the email notification (date, time, recipient) Confirmation of the official pricing after the increase Explanation for the discrepancy between website pricing and billing Immediate correction if billing is incorrect
If this is not resolved urgently, I will escalate this matter to ICASA and the Consumer Protection Commission.
Helpful (0)
Replies (9)0
Replies (9)
Webafrica's replyOfficial
27 Mar 2026, 08:10Hi Stanley.
Thank you for taking the time to share such a detailed account of your experience. We fully understand how concerning and frustrating this situation is, especially when it relates to billing clarity, inconsistent communication, and the time you have spent trying to get a clear answer. This is not the experience we want for you.
We can see that one of our agents has engaged with you regarding the above on chat under reference #***0, where these concerns were addressed. That said, your feedback highlights gaps in clarity and consistency, and we have escalated this directly to the relevant billing and customer journey teams for a thorough review.
To help clarify how promotional pricing works, promotions are typically structured with an initial discounted rate for a defined period, after which the standard package price applies. To view all our promotion details, please visit our website here: https://www.webafrica.co.za/fibre/ and hover your mouse over the "How this promotion works" tooltip for more information about how the promotion's billing works.
We also want to ensure that your specific billing query, including the difference between the advertised pricing and your invoice, is fully investigated and clearly explained. This includes reviewing communication sent, confirming pricing structures, and ensuring everything aligns correctly on your account.
Your feedback regarding the support experience, including response times and communication tone, has been formally reported so that we can improve both responsiveness and consistency across all channels.
We truly value the opportunity to address this properly and restore your confidence in our service.
Warm regards,
Webafrica Crew
Warm regards,
Webafrica Crew
Webafrica's reply27 Mar 2026, 08:10
Official
Hi Stanley.
Thank you for taking the time to share such a detailed account of your experience. We fully understand how concerning and frustrating this situation is, especially when it relates to billing clarity, inconsistent communication, and the time you have spent trying to get a clear answer. This is not the experience we want for you.
We can see that one of our agents has engaged with you regarding the above on chat under reference #***0, where these concerns were addressed. That said, your feedback highlights gaps in clarity and consistency, and we have escalated this directly to the relevant billing and customer journey teams for a thorough review.
To help clarify how promotional pricing works, promotions are typically structured with an initial discounted rate for a defined period, after which the standard package price applies. To view all our promotion details, please visit our website here: https://www.webafrica.co.za/fibre/ and hover your mouse over the "How this promotion works" tooltip for more information about how the promotion's billing works.
We also want to ensure that your specific billing query, including the difference between the advertised pricing and your invoice, is fully investigated and clearly explained. This includes reviewing communication sent, confirming pricing structures, and ensuring everything aligns correctly on your account.
Your feedback regarding the support experience, including response times and communication tone, has been formally reported so that we can improve both responsiveness and consistency across all channels.
We truly value the opportunity to address this properly and restore your confidence in our service.
Warm regards,
Webafrica Crew
Warm regards,
Webafrica Crew
SR
Stanley R's updateReviewer Update
27 Mar 2026, 08:58Thank you for the response, however this does not address the actual issue.
I understand how promotions work. My concern is not the promotional period.
The issue is that after the promotion, the standard price shown on your website is R969, yet I am being billed R1039.
Please clarify:
- Why my billing does not match the advertised standard price
- Whether R969 or R1039 is the correct standard price
- Why no proof of email notification has been provided
- Why Your Agents refuse to provide the correct "new and old" pricing via chat
- Why a new user coming to your site will expect to sign up today and think the pricing will be R969.00 when you guys already know that the price is incorrect
Your response explains general pricing, but does not address the discrepancy on my account.
I require a direct answer to this.
SR
Stanley R's update27 Mar 2026, 08:58
Reviewer Update
Thank you for the response, however this does not address the actual issue.
I understand how promotions work. My concern is not the promotional period.
The issue is that after the promotion, the standard price shown on your website is R969, yet I am being billed R1039.
Please clarify:
- Why my billing does not match the advertised standard price
- Whether R969 or R1039 is the correct standard price
- Why no proof of email notification has been provided
- Why Your Agents refuse to provide the correct "new and old" pricing via chat
- Why a new user coming to your site will expect to sign up today and think the pricing will be R969.00 when you guys already know that the price is incorrect
Your response explains general pricing, but does not address the discrepancy on my account.
I require a direct answer to this.
Webafrica's replyOfficial
27 Mar 2026, 10:09Hi Stanley,
Thank you for your message and for providing clarity on your concerns. We understand why the discrepancy in billing may have caused confusion, and we’d like to explain what’s happening.
The increase to R1039 is effective from 1 April 2026. Since we bill one month in advance, the payment you see reflects the April 2026 subscription, which is why it appears higher. The website continues to show the old price until the new pricing takes effect on 1 April.
We can also confirm that email notifications regarding this price increase were sent to all existing customers in advance, before the change came into effect.
The reason for this increase is due to adjustments from our Fibre network partners, the companies that own and maintain the physical infrastructure in your area. These wholesale price changes affect the entire industry, which means all Internet Service Providers using these networks are impacted. This leaves us no choice but to adjust the monthly subscription accordingly. We always strive to keep our pricing competitive and only implement changes when absolutely necessary, absorbing increases where possible. In this case, the network provider’s adjustment is significant enough that it must be passed on.
We hope this clarifies the discrepancy in your account. If you need further assistance or have additional questions, please send us a direct message on Hello Peter, and we’ll be happy to help.
Kind regards,
Webafrica Team
Thank you for your message and for providing clarity on your concerns. We understand why the discrepancy in billing may have caused confusion, and we’d like to explain what’s happening.
The increase to R1039 is effective from 1 April 2026. Since we bill one month in advance, the payment you see reflects the April 2026 subscription, which is why it appears higher. The website continues to show the old price until the new pricing takes effect on 1 April.
We can also confirm that email notifications regarding this price increase were sent to all existing customers in advance, before the change came into effect.
The reason for this increase is due to adjustments from our Fibre network partners, the companies that own and maintain the physical infrastructure in your area. These wholesale price changes affect the entire industry, which means all Internet Service Providers using these networks are impacted. This leaves us no choice but to adjust the monthly subscription accordingly. We always strive to keep our pricing competitive and only implement changes when absolutely necessary, absorbing increases where possible. In this case, the network provider’s adjustment is significant enough that it must be passed on.
We hope this clarifies the discrepancy in your account. If you need further assistance or have additional questions, please send us a direct message on Hello Peter, and we’ll be happy to help.
Kind regards,
Webafrica Team
Webafrica's reply27 Mar 2026, 10:09
Official
Hi Stanley,
Thank you for your message and for providing clarity on your concerns. We understand why the discrepancy in billing may have caused confusion, and we’d like to explain what’s happening.
The increase to R1039 is effective from 1 April 2026. Since we bill one month in advance, the payment you see reflects the April 2026 subscription, which is why it appears higher. The website continues to show the old price until the new pricing takes effect on 1 April.
We can also confirm that email notifications regarding this price increase were sent to all existing customers in advance, before the change came into effect.
The reason for this increase is due to adjustments from our Fibre network partners, the companies that own and maintain the physical infrastructure in your area. These wholesale price changes affect the entire industry, which means all Internet Service Providers using these networks are impacted. This leaves us no choice but to adjust the monthly subscription accordingly. We always strive to keep our pricing competitive and only implement changes when absolutely necessary, absorbing increases where possible. In this case, the network provider’s adjustment is significant enough that it must be passed on.
We hope this clarifies the discrepancy in your account. If you need further assistance or have additional questions, please send us a direct message on Hello Peter, and we’ll be happy to help.
Kind regards,
Webafrica Team
Thank you for your message and for providing clarity on your concerns. We understand why the discrepancy in billing may have caused confusion, and we’d like to explain what’s happening.
The increase to R1039 is effective from 1 April 2026. Since we bill one month in advance, the payment you see reflects the April 2026 subscription, which is why it appears higher. The website continues to show the old price until the new pricing takes effect on 1 April.
We can also confirm that email notifications regarding this price increase were sent to all existing customers in advance, before the change came into effect.
The reason for this increase is due to adjustments from our Fibre network partners, the companies that own and maintain the physical infrastructure in your area. These wholesale price changes affect the entire industry, which means all Internet Service Providers using these networks are impacted. This leaves us no choice but to adjust the monthly subscription accordingly. We always strive to keep our pricing competitive and only implement changes when absolutely necessary, absorbing increases where possible. In this case, the network provider’s adjustment is significant enough that it must be passed on.
We hope this clarifies the discrepancy in your account. If you need further assistance or have additional questions, please send us a direct message on Hello Peter, and we’ll be happy to help.
Kind regards,
Webafrica Team
SR
Please clarify this clearly.
Stanley R's updateReviewer Update
27 Mar 2026, 10:43Thank you for the clarification.
However, this raises a critical question:
If the price increase only takes effect on 1 April and the website is still showing the current price (R969), what price will a new customer signing up today be charged?
Will they:
- Pay R969 as advertised, or
- Be charged R1039 despite the website showing R969?
Because currently:
- The website reflects R969 as the standard price
- Existing customers are being billed R1039
- This creates a discrepancy between advertised pricing and actual billing
Additionally, I can still upgrade via the customer portal at the old pricing (R1169 for the 500/500 package).
This means:
- The website shows old pricing
- The upgrade system still allows old pricing
- Existing customers are being billed new pricing
This confirms that pricing is not consistently app**** across your systems. Please confirm: If I upgrade today at R1169, will this price be honoured, or will it later be changed to R1239?
Please clarify this clearly.
SR
Stanley R's update27 Mar 2026, 10:43
Reviewer Update
Thank you for the clarification.
However, this raises a critical question:
If the price increase only takes effect on 1 April and the website is still showing the current price (R969), what price will a new customer signing up today be charged?
Will they:
- Pay R969 as advertised, or
- Be charged R1039 despite the website showing R969?
Because currently:
- The website reflects R969 as the standard price
- Existing customers are being billed R1039
- This creates a discrepancy between advertised pricing and actual billing
Additionally, I can still upgrade via the customer portal at the old pricing (R1169 for the 500/500 package).
This means:
- The website shows old pricing
- The upgrade system still allows old pricing
- Existing customers are being billed new pricing
This confirms that pricing is not consistently app**** across your systems. Please confirm: If I upgrade today at R1169, will this price be honoured, or will it later be changed to R1239?
Please clarify this clearly.
Webafrica's replyOfficial
27 Mar 2026, 12:47Hi Stanley, thank you for your message and for bringing your concerns to our attention.
To clarify, any upgrades made today at the current pricing (for example, R1169 for the 500/500 package) will be honoured. Once the service is activated on the new package, a pro-rata invoice will be generated to cover the remainder of the current month. From 1 April, billing will resume at the standard rate for the upcoming month, which will reflect the new pricing of R1239.
This ensures that any upgrades today are correctly billed for the remainder of the month, while the new standard pricing applies from the effective date onward.
If you need further clarification or assistance, please send us a direct message on Hello Peter.
Warm regards,
Webafrica Crew
To clarify, any upgrades made today at the current pricing (for example, R1169 for the 500/500 package) will be honoured. Once the service is activated on the new package, a pro-rata invoice will be generated to cover the remainder of the current month. From 1 April, billing will resume at the standard rate for the upcoming month, which will reflect the new pricing of R1239.
This ensures that any upgrades today are correctly billed for the remainder of the month, while the new standard pricing applies from the effective date onward.
If you need further clarification or assistance, please send us a direct message on Hello Peter.
Warm regards,
Webafrica Crew
Webafrica's reply27 Mar 2026, 12:47
Official
Hi Stanley, thank you for your message and for bringing your concerns to our attention.
To clarify, any upgrades made today at the current pricing (for example, R1169 for the 500/500 package) will be honoured. Once the service is activated on the new package, a pro-rata invoice will be generated to cover the remainder of the current month. From 1 April, billing will resume at the standard rate for the upcoming month, which will reflect the new pricing of R1239.
This ensures that any upgrades today are correctly billed for the remainder of the month, while the new standard pricing applies from the effective date onward.
If you need further clarification or assistance, please send us a direct message on Hello Peter.
Warm regards,
Webafrica Crew
To clarify, any upgrades made today at the current pricing (for example, R1169 for the 500/500 package) will be honoured. Once the service is activated on the new package, a pro-rata invoice will be generated to cover the remainder of the current month. From 1 April, billing will resume at the standard rate for the upcoming month, which will reflect the new pricing of R1239.
This ensures that any upgrades today are correctly billed for the remainder of the month, while the new standard pricing applies from the effective date onward.
If you need further clarification or assistance, please send us a direct message on Hello Peter.
Warm regards,
Webafrica Crew
Webafrica's replyOfficial
27 Mar 2026, 12:58Hi Stanley.
Thank you for your detailed questions. We really appreciate you taking the time to highlight this. You are absolutely right to expect clarity, and we understand how the differences you’ve pointed out could be confusing for you.
To clarify how billing works:
All customers are billed on the 1st of each month, and pricing is app**** based on the active package rate at that time.
All customers are billed on the 1st of each month, and pricing is app**** based on the active package rate at that time.
If you choose to upgrade today:
- Your service will move onto the new package once the upgrade is completed and the system is updated to display the upgraded service option
- A pro-rata charge will be app**** from the activation date of the upgrade up to the end of the current month
- From 1 April, your service will be billed at the updated package price for the new billing cycle. This is because we bill a month in advance.
Regarding the pricing shown:
While the website and client portal may still reflect previous pricing during the transition period, the updated pricing effective from 1 April will apply to billing going forward.
While the website and client portal may still reflect previous pricing during the transition period, the updated pricing effective from 1 April will apply to billing going forward.
So to answer your question directly:
If you upgrade today at the currently displayed price, this will apply on a pro-rata basis until the end of the month, and thereafter the new package price will be billed from 1 April.
If you upgrade today at the currently displayed price, this will apply on a pro-rata basis until the end of the month, and thereafter the new package price will be billed from 1 April.
We hear your concern around the inconsistency across platforms, and this is valuable feedback.
We hope our response helps create the clarity you need.
Warm regards,
Webafrica Crew
Webafrica's reply27 Mar 2026, 12:58
Official
Hi Stanley.
Thank you for your detailed questions. We really appreciate you taking the time to highlight this. You are absolutely right to expect clarity, and we understand how the differences you’ve pointed out could be confusing for you.
To clarify how billing works:
All customers are billed on the 1st of each month, and pricing is app**** based on the active package rate at that time.
All customers are billed on the 1st of each month, and pricing is app**** based on the active package rate at that time.
If you choose to upgrade today:
- Your service will move onto the new package once the upgrade is completed and the system is updated to display the upgraded service option
- A pro-rata charge will be app**** from the activation date of the upgrade up to the end of the current month
- From 1 April, your service will be billed at the updated package price for the new billing cycle. This is because we bill a month in advance.
Regarding the pricing shown:
While the website and client portal may still reflect previous pricing during the transition period, the updated pricing effective from 1 April will apply to billing going forward.
While the website and client portal may still reflect previous pricing during the transition period, the updated pricing effective from 1 April will apply to billing going forward.
So to answer your question directly:
If you upgrade today at the currently displayed price, this will apply on a pro-rata basis until the end of the month, and thereafter the new package price will be billed from 1 April.
If you upgrade today at the currently displayed price, this will apply on a pro-rata basis until the end of the month, and thereafter the new package price will be billed from 1 April.
We hear your concern around the inconsistency across platforms, and this is valuable feedback.
We hope our response helps create the clarity you need.
Warm regards,
Webafrica Crew
SR
This suggests the April increase is a WebAfrica adjustment, not a direct network increase. Please confirm:
Stanley R's updateReviewer Update
27 Mar 2026, 13:52 Thank you for the clarification.
However, two key issues remain unresolved:
- You have not provided any proof of the February email notification (date, time, or resend), despite repeated requests
- You have stated this increase is due to network partner pricing, yet MetroFibre’s last known increase was in December, before I signed up at R969
This suggests the April increase is a WebAfrica adjustment, not a direct network increase. Please confirm:
- Whether this is a WebAfrica price increase
- Provide proof of the email notification sent to me
SR
Stanley R's update27 Mar 2026, 13:52
Reviewer Update
Thank you for the clarification.
However, two key issues remain unresolved:
- You have not provided any proof of the February email notification (date, time, or resend), despite repeated requests
- You have stated this increase is due to network partner pricing, yet MetroFibre’s last known increase was in December, before I signed up at R969
This suggests the April increase is a WebAfrica adjustment, not a direct network increase. Please confirm:
- Whether this is a WebAfrica price increase
- Provide proof of the email notification sent to me
SR
Stanley R's updateReviewer Update
27 Mar 2026, 13:58 Your website currently advertises R969 (250/250) and R1169 (500/500) as the standard pricing.
At the same time, you have confirmed that from 1 April the actual billing will be R1039 and R1239.
There is no clear indication on your website that these advertised prices will change imminently or what the future standard price will be.
This means a customer signing up today is presented with one price (like I did in December), while the actual ongoing price is different.
This creates a situation where the advertised price does not reflect the real cost of the service beyond the current billing cycle.
Please clarify:
- What price a new customer is contractually agreeing to when signing up today
- Why the upcoming price change is not clearly disclosed alongside the advertised pricing
- Whether the advertised price is intended to represent the true standard price
SR
Stanley R's update27 Mar 2026, 13:58
Reviewer Update
Your website currently advertises R969 (250/250) and R1169 (500/500) as the standard pricing.
At the same time, you have confirmed that from 1 April the actual billing will be R1039 and R1239.
There is no clear indication on your website that these advertised prices will change imminently or what the future standard price will be.
This means a customer signing up today is presented with one price (like I did in December), while the actual ongoing price is different.
This creates a situation where the advertised price does not reflect the real cost of the service beyond the current billing cycle.
Please clarify:
- What price a new customer is contractually agreeing to when signing up today
- Why the upcoming price change is not clearly disclosed alongside the advertised pricing
- Whether the advertised price is intended to represent the true standard price
Webafrica's replyOfficial
27 Mar 2026, 16:14Hi Stanley,
Thank you for your detailed follow-up and for raising these concerns. We understand how important pricing clarity is when making decisions about your service, and we appreciate you taking the time to highlight this.
We can confirm that bulk email notifications regarding the price increase were sent between 26–27 February, and your email address (***) was included in that communication. As the notification was sent via a bulk mailing system, it cannot be resent. If it was not received in your inbox, we recommend checking your spam or junk folders.
To ensure you don’t have to go back and forth and that all your concerns are addressed thoroughly, we have arranged for a one-on-one engagement with our Billing Team as soon as possible. They will be able to provide full clarity on your billing, confirm pricing details, and answer any additional questions you may have.
We value your feedback and will also be sharing it with our Service Quality Team to help improve how we communicate pricing changes going forward.
For any further queries in the meantime, you can send us a direct message on Hello Peter and we will gladly assist.
Warm regards,
Webafrica Crew
Thank you for your detailed follow-up and for raising these concerns. We understand how important pricing clarity is when making decisions about your service, and we appreciate you taking the time to highlight this.
We can confirm that bulk email notifications regarding the price increase were sent between 26–27 February, and your email address (***) was included in that communication. As the notification was sent via a bulk mailing system, it cannot be resent. If it was not received in your inbox, we recommend checking your spam or junk folders.
To ensure you don’t have to go back and forth and that all your concerns are addressed thoroughly, we have arranged for a one-on-one engagement with our Billing Team as soon as possible. They will be able to provide full clarity on your billing, confirm pricing details, and answer any additional questions you may have.
We value your feedback and will also be sharing it with our Service Quality Team to help improve how we communicate pricing changes going forward.
For any further queries in the meantime, you can send us a direct message on Hello Peter and we will gladly assist.
Warm regards,
Webafrica Crew
Webafrica's reply27 Mar 2026, 16:14
Official
Hi Stanley,
Thank you for your detailed follow-up and for raising these concerns. We understand how important pricing clarity is when making decisions about your service, and we appreciate you taking the time to highlight this.
We can confirm that bulk email notifications regarding the price increase were sent between 26–27 February, and your email address (***) was included in that communication. As the notification was sent via a bulk mailing system, it cannot be resent. If it was not received in your inbox, we recommend checking your spam or junk folders.
To ensure you don’t have to go back and forth and that all your concerns are addressed thoroughly, we have arranged for a one-on-one engagement with our Billing Team as soon as possible. They will be able to provide full clarity on your billing, confirm pricing details, and answer any additional questions you may have.
We value your feedback and will also be sharing it with our Service Quality Team to help improve how we communicate pricing changes going forward.
For any further queries in the meantime, you can send us a direct message on Hello Peter and we will gladly assist.
Warm regards,
Webafrica Crew
Thank you for your detailed follow-up and for raising these concerns. We understand how important pricing clarity is when making decisions about your service, and we appreciate you taking the time to highlight this.
We can confirm that bulk email notifications regarding the price increase were sent between 26–27 February, and your email address (***) was included in that communication. As the notification was sent via a bulk mailing system, it cannot be resent. If it was not received in your inbox, we recommend checking your spam or junk folders.
To ensure you don’t have to go back and forth and that all your concerns are addressed thoroughly, we have arranged for a one-on-one engagement with our Billing Team as soon as possible. They will be able to provide full clarity on your billing, confirm pricing details, and answer any additional questions you may have.
We value your feedback and will also be sharing it with our Service Quality Team to help improve how we communicate pricing changes going forward.
For any further queries in the meantime, you can send us a direct message on Hello Peter and we will gladly assist.
Warm regards,
Webafrica Crew