Webafrica delaying with my refund

Hi I want to share my bad experience with Webafrica, and I'm very angry what they did to me as their new customer. On the 10 Dec 2024, I app**** for fibre from webafrica, they checked my address, they said we do have fibre on my arear, so I continued with the application. On the 19 Dec 2024 I paid the processing fee of R299 so that my order can be processed. On the 11/01/2025 the installation guyz came and installed, but they ddnt put the router because the was a cable short, they said they gonna come back to finish the job, they will log the ticket. Then after that it was quiet no communication nothing, the installation still not finish cz the guyz ddnt come back. On the 16/01/25 I decide to check up on them, try to found out when will the installation guyz come back and finish the job, the agent that was assisting me was Tyron S. He said sorry mam from what im seeing on the system, your order was cancelled and the router was booked for collection. I was shocked because no one told me that the order was canceled, and why would it be canceled by it was not even done being installed, I couldn't even use it. I asked Tyron S, when was it canceled because it was installed on 11/01/2025 now today is 16/01/2025 you telling me it was canceled and I ddnt even get a call or email that it was canceled. He apologize and he doesn't know why it was canceled but it was canceled on the 13/01/2025. So i was shocked because it was installed on the 11/01/2025 then canceled on the 13/01/2025 without me being informed why its canceled. Then i said okay if you decided to cancel my order then refund me, cz I paid R299 for this order but I ddnt even use it bcz it was canceled 2days after it was installed. Tyron S. said his gonna process the refund of R299 then ended the chat.

On the 17/01/2025 I spoke to a agent Zethu N, I asked her about my refund since they canceled my order without letting me know. She said to me a credit note of refund has been submitted, then she end the chat. Still on the 17/01/2025 I spoke to other agent Zandile S, she said to me in order to get my refund, they must first get the router back, I said its fine the router is still here in the box because the installation guyz didn't even open it because of the cable that was short. She said its fine she will make arrangements for router to be fetch by courier guyz. Chat ended.

On 18/01/2025 I spoke to a agent again asking abwt my refund and told the agent the whole story. Sandile M was assisting, he said he can see what I'm talking about, and my refund will be approved within 24-48hrz, and the router will be fetched from me within the week. Chat ended.

On the 22/01/2025 I spoke to agent again asking about my refund, Snazo N was assisting, she said my router is booked for collection tomorrow, she even took my banking details, saying she is adding me on the refund list and I will get the refund within 10-15 working days and payfast will email me to confirm my banking details then after that they pay me. Router was not collected the following day as she said tomorrow and this was the 2nd tym promising me that the router will be collected.

On the 05/02/2025 I tried again with Webafrica because they were quiet and agent Anelisa T assisted me. She said my refund was declined because router was not collected from me. I aske her whose fault is it because I have been waiting for your guyz to come fetch the router since January, she apologized and said on her system it shows the router is booked for collection and she said she will do follow up about router collection because its delaying my refund, she said she has sent communication and she apologized for taking long. chat end Same day 05/02/2025 I received a email from Fikile Ledwaba that she ha escalated the matter with couriers and feedback will be given to me later, but no feedback was given to me until today.

On the 18/02/2025 I asked again about my refund, agent Harrient N was assisting. He said the refund was not processed yet, the credits are still on my account. He said he have escalated with the finance team and by 6pm latest they will advice the time frame in which the refund will reflect. Waited but nothing. On the 19/02/2025 I asked again , i was assisted by Rowan C. he said he can see the router was not collected yet, so the refund got declined. He said he will send the request for the refund and he will escalate the matter and email the guy who deals with courier and create a ticket under my name.

On 26/02/2025 I asked again about my refund, Jabu M assisted me and she said she will transfer me to premium support to check my refund. Amanda C from premium support assisted me. she asked me whats the problem I told her, she apologize for waiting for too long and said will check my profile. she wanted my details, I provided her, she said the router needs to be returned in order to get my refund. I told her I dnt have a problm with that but I have been waiting for collection guys to come fetch the router since 16/01/2025 as u guyz promised me that u sending the guyz to come collect the router. She just said to me that I need to hand return the router, I asked her why are you guyz telling me this now, because I have been asking about my refund since January and you kept on saying you sending the collection guyz, now you telling me different things, which one must I listen. chat was ended. Until today I have been fighting for my refund and I ddnt get it, all the agents are talking different thing, and I don't understand why I dnt get my refund but its them that canceled my order 2days after it was installed and not even finished installation. They don't even communicate with a customer, I must all the time call them or chat to them. I'm a new customer to them but they treated me very bad, they canceled my order and didn't come fetch their router and didn't come remove their installation from my place.