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1 reviews | Active since Feb 2017

15 May 2018, 13:07

Webafrica - Disgusting Customer Service!!!

Hi,

I have 2 lines currently active on my WebAfrica account:

Line 1) Northcliff (20mb Upload / 20 mb download) – Active for +- 2years. Line 2) Florida Glen (2mb Upload / 20mb download) – Active for +- 1 month. Payment for these two lines has always been done separately via 2 EFT transfers.

The last payment that was made was on the 28th of April for Line 1 (R950.00), which has been confirmed by a WebAfrica call centre representative.

Since then I have been receiving emails stating that R1588.67 is overdue, however the last payment made is not reflecting on this balance and therefor I do not know how much to pay. I have since contacted WebAfrica and Spoken to Daryl in the Sales department where he assured me that the issue would be sent through to the billing department and that WebAfrica would get back to me.

I have tried to get through to the WebAfrica Billing Department on numerous occasions where I have spent +- 15 mins on each call without success. These calls have now costed me R200.00 in airtime just to try and resolve this issue.

I have now received an email stating that my WebAfrica account has been suspended due to non-payment.

I find this service ridiculous!

I would like the following to be done: Line 1) Northcliff be transferred to the payers own account as this is the residence of my parents. Line 2) Florida Glen to be Debited each month from my account.

We are moving to unit 23 in our complex and I have put in a request with Gary via email ********** for an installation to be done in unit 23 where he assured me that the transition would be smooth and that our current router would be re-configured for the new line.

If the above mentioned can not be done asap and my lines be restored then consider this a cancelation letter for both lines and I will find a Different ISP. I will no longer be contacting WebAfrica’s call centre and waist my time being put on hold constantly at my own cost.

WebAfrica is more than welcome to phone me at any time on my cell or respond to me via mail.

If the following can not be done asap and my lines be restored then consider this a cancelation letter for both lines and I will find a Different ISP.

I trust that this will now be resolved efficiently and that WebAfrica will get back to me.

Dean Luus **********

0
Replies (5)
Webafrica
Webafrica's reply16 May 2018, 08:11
Official

Hello ,

Sorry to hear you’ve had a bad experience. We will do our best to sort it out.

So that we can contact you, please email *** or *** with your Customer Code/Order Number and we will jump onto it.

Once you have sent the email you will receive a 'ticket number’. Please hold onto that ticket number as a reference to your enquiry.

Kind regards,

Webafrica

's update25 May 2018, 08:41
Reviewer Update
Hi, With regards to the 20mb download / 2mb upload line. I have requested that this line be moved to unit 23 in the complex. Please confirm when the line installation date will be as we are moving at the end of this month and the request was submitted 3 weeks ago. I will not be paying for the above mentioned line should an installation date for next week not be confirmed. I cannot pay for something I will not be able to use, I notified WebAfrica well in advance and followed all procedures recommended to me. I have also contacted the following people via telephone number in this regard: Daryl Webafrica – Sales Department Gary Webafrica – Support Rushdien Webafrica – Support Tech Alicia Webafrica – Operations Please advise with an installation date. Kind Regards Dean Luus ********** Customer Code: AKN61
's update04 Jun 2018, 10:42
Reviewer Update
I am now still experiencing problems where I have been charged for a delivery fee for the router we have been using as well as been double charged for 1 of my lines. The amount has been deducted from my card. I have spoken to Kabelo Theko who has assured me I will be re-imbursed.
's update04 Jun 2018, 10:59
Reviewer Update
MY LINE HAS NOW BEEN CANCELLED AFTER BEING INVOICED 2ce FOR THE SAME LINE AND BEING CHARGED ANOTHER DELIVERY FEE!!!!!!!!!!!
's update05 Jun 2018, 09:01
Reviewer Update
Still no feedback with regards to the reimbur*****t of invoice AKN ********** 89 which is a duplicate invoice of a line that is included on invoice AKN ********** 31.... the delivery fee is also incorrect, we using the same router rom our previous unit in the complex, no other router was "Delivered"