Webafrica has horrid after sales service and borderline ******* practices.

The lack of support and proper communication from Webafrica is just outstanding, I haven't even had this horrid customer support from Telkom.

I have been a customer with them from September of 2021, and for the most part had no issues up until recently where everything just got worse.

On the 27th of January 2023 there was a notification of price increases happening with Webafrica clients using Metrofiber taking affect the 1st of march. The price increase itself was not the issue, I saw the email, saw the increase of R100 on my 50/50 internet connection and went on my way. However, coming to the end of March they have taken it upon themselves to downgrade my line to 20/20 without my say so. Once again not even the real issue here if it was only a downgrade to a 20/20 package. It was mentioned in the email, I just missed it, though from my understanding according to CPA law, an ISP or network provider is not allowed to lower your package without you confirming it, not responding to an email is not conformation.

I contacted Webafrica the moment I realized what happened and requested that this change be reversed, to which I was told by the consultant that this will be considered a new package and a cancelation fee of R999.00 will be charged if I wish to cancel in the future. I simply told them that I want these changes to my account to be reversed, I don't want and upgrade to my package and should not confuse the two. After a long back and forth I requested to speak to a superior which was promptly ignored, and the consultant kept pushing that the only way to go forward is by doing an upgrade to my package.

After getting given the runaround the whole day, I requested that I want to cancel my current line as I was fed up with the lack of assistance, not wanting to help me with a reversal, but only performing an upgrade to my account, to which I was told because my line was downgraded by Webafrica (without my say so), the terms of my account have changed and that the R999.00 cancelation fee will still apply.

When I signed up in 2021, the only cancelation fee that would have been applicable is if I were to cancel my account withing a 12 month period after my internet have been activated, I made 100% sure, even combing through terms and conditions, never was it mentioned that customers using Metrofiber will face a R999.00 cancelation other that the aforementioned 12 month period.

So now I'm stuck with a packaged I don't want with an ISP I can't get away from because they decided to alter the rules and essentially ******ing money from me if I want to cancel my account.