Webafrica - Impossible to deal with

I am appalled with the lack of service from this company. Being an IT manager, I vouched for WebAfrica for 14-years until the dramatic decline of service delivery a couple years ago. I referred customers their way because of their good data delivery at some point.

Currently I am afflicted by a fibre outage now for 7-days where it took me 14-hours just to get a call logged through WA. A consultant even described my issue as being the result of no payment on our account; even though it is configured via debit order and no payment has been missed. Webafrica’s lack of respect for time and money will unfortunately be the downfall of the company at some point I believe. Their engagement model by only making WhatsApp communication available is detrimental to their business and should be obvious to their management. I will without a doubt attempt to cancel all our business services with them but cancellation with them is even more tedious compared to their getting support.

I suspect the only way to cancel the service is to stop the debit order and dealing with legal after. During my engagement with them the last week, they have “escalated” my problem from a priority 1 support case (0-48h) to a priority 2 (48-60h) and now this morning they kindly escalated my ticket to priority 4 (66+h). Absurd..

Zero proactive communication to the customer, seems like the Webafrica way.

Such a shame, they used to be good.