WebAfrica horrible service

Quick one , I have been a customer with Web of Africa since 2021 and have always recommended your service to family and friends till recently. I have now requested that my line gets cancelled immediately as I will switch over to another service provider. Disappointing how your account department is being managed compared to the great work from other departments of which there will be many more cancellations to follow especially with MWEB on board. To give you an overview of my unhappiness which I don’t want to be resolved anymore as I had enough and will be moving over to another service provider but hopefully this can improve customer experience for other customers.: I scheduled a move of house for the 27th of February 2024 but wasn’t aware of the 30-day notice and that said there is a drop-down bar to select the cancellation date for the old address with a set date of the last day of the coming month which you are unable to edit to the planned date. Why have a drop down if the date is by default. I just selected the date as there were no earlier dates available and thinking common sense will kick in as I am logging a move of house for the 27th of February 2024 and moving across will be facilitated by Web of Africa. I had no WIFI since the 27th of February 2024 when I moved to the new address till the 12th of March 2024 which I can relate due to not giving 30 days’ notice in advance which is my fault , take responsibility. On the 13th of March I get invoiced R649 to pay (Pro-rata & installation fee) for the month , also very happy with that but then told that the money I paid for the month of March (R549) was allocated to the old address and it is what it is regardless that it was not in use. Out of principle I will not just throw away R549 because of your internal dysfunction or people not being aligned to check and identify possible issues with existing customers. I expected not to just be another person on your books ,that said being an existing customer for so long I would have wanted firstly to be able to select my moving date and details as it was planned and not having a set selection because nobody can manage the tickets. With me not giving the 30 days’ notice , I would have expected a phone call or text to say there will be a delay, this is how the roadmap looks like and confirm details of the old address and new address. I have paid for the internet in advance for the month of March and didn’t expect to pay anything again but was told that I will need to move over From Open serve to Frog foot as Frog foot had an existing line which will speed up the installation on the 5th March 2024. With all the daily updates on the progress of the installation and changes there were no discussions or updates around the money I have already paid for the month or anything that will be a concern later. The 12th of March an amazing gentleman assisted me with the activation of the new router , since around mid afternoon till the evening just before pm to get the router connected, The old router was faulty for some reason but still had the old router that he was able to get working. Me not complaining for 15 days not having any internet although I paid for the month , the new Wi-Fi was suspended again on the 14th of March , 2 days later as I didn’t pay the R649 now outstanding. I was thinking that I will be paying the difference from what I paid in advance + the new setup costs and more expensive package with moving over to Frog foot. When I requested my credit for the old address , feedback from the agent Keenan B is that my request is not valid, and he cannot escalate my call to anyone as there is no issue. I logged another call on Friday the 15th March , asking for a credit to be passed for the line not in use or to cancel my account with immediate effect as I am happy to pay the new service provider compared to throwing away R549 and then pay additional R649 just for the sake of paying. I was informed that I need to wait another 24\ 48 hour for a credit approval. On the 18th March 2024 not receiving any feedback from the call logged , I log a new call to follow up on the query , I was then told the request was declined. I am trying for 4 straight hours to get confirmation on the 18th March that my account has been cancelled with immediate effect. I always had great experience with Web of Africa and every agent was polite \ friendly \ willing \ excited to assist and resolve queries. Now the replies are no longer promptly , you need to wait some time to get assistance from the agents , some amazing people and some just there for a pay check and not customer centric. There must be a massive kick back on the double billings and where customers should learn that it is how things are but would assume that there will be an increase amount of customers cancelling the services as a result of your billing department. With being highly frustrated \ disappointed and appalled by the service I received a call from Siphokasi Memani that firstly listened to understand and not to listen to respond. She apologised for the experience and arranged for credit to be passed on the old home address and have line activated for the new home address that was basically paid for in the beginning of the month in advance by myself whereby I still need to pay the installation fee of R250 for moving homes which I was very happy to do. It took one person to make me feel valued as a customer to cancel an order I placed with another service provider and give it a second shot with Web of Africa. I was very happy with the efforts and customer service received from Siphokasi who should be utilised to give customer service training across all the departments as she was the only reason why I then remained with Web of Afrida. Unfortunately 2 days later the 20th March 2024 the line was disconnected again and no credit passed as promised with no assistance whatsoever from the WhatsApp support . I have emailed Siphokasi twice with no response , have been asked to be transferred to her to understand what the issue is but was just ignored by the support group. I have logged a call back with management but received none to date. Today the 21st March 2024 , I would like the line to be cancelled as I will place another order with another service provider which was going to be up and running by now if I didn't cancel the order on Monday. I still want my refund of the R549 paid for the month of March for no services received and happy to pursue this through my lawyer out of principal.