Webafrica Failed to Release My Line – Admin Never Contacted Vumatel, Repeated Transfers, Poor Conduct

I am lodging a formal complaint against Webafrica for service non-delivery, misrepresentation, poor complaint handling, and failure to action a line release that is directly impacting my ability to work.

My issues with Webafrica began on 2 January. Despite numerous attempts to make payment — including repeated attempts late into the evening using payment links provided by Webafrica — payments failed due to Webafrica’s system issues. I was repeatedly told that my bank was declining payments. After confirming directly with my bank, I was advised that no payment attempts were made at all, there were no blocks on my account, and sufficient funds were available. There was nothing to decline.

I work from home. Because my service remained inactive, I have been forced to leave my home daily and incur additional costs simply to access the internet and do my job.

When I contacted Webafrica for assistance, I was met with dismissive and unhelpful conduct. In particular, my interactions with a representative named Carmaliter were extremely frustrating. Rather than resolving the issue or taking ownership, I was repeatedly transferred between agents, forced to explain the same problem over and over again, and effectively stalled instead of assisted. Each transfer delayed resolution and demonstrated a clear lack of accountability and ownership of my complaint.

I eventually requested cancellation and immediate release of my line so that I could move to a new ISP. I was given conflicting information by different Webafrica representatives — including confirmation that the line would be released — only to later discover that Webafrica had internally noted a future release date.

Most concerning of all, I have now discovered that Webafrica never had their administration team contact Vumatel at all to request the line release. The delay was not caused by Vumatel or external processes, but by Webafrica’s failure to action the request entirely.

As a result:

My line remains occupied by Webafrica

My new ISP cannot proceed with installation

I remain unable to work from home

I continue to suffer financial and professional impact

At no point have I refused to pay. I acted in good faith throughout. The issue lies solely with Webafrica’s payment systems, internal handling, and failure to follow through on actions they indicated were underway.

This experience has been unacceptable. The combination of system failures, misleading information, repeated transfers, and lack of accountability has left me without service and without resolution.

I am requesting:

Immediate release of my line.

Written confirmation that Webafrica has formally instructed Vumatel to release the line.

Assurance that no further internal delays or administrative failures will obstruct this process.

I do not want to remain a Webafrica customer. I simply want my line released so that I can restore my ability to work.

Regards, Lizahn Japhta