Webafrica is the worst internet supplier. NON-DELIVERY OF SERVICE, UNAUTHORISED DEBIT & ******** DEBT COLLECTION - CAN ONLY SPEAK TO A BOT - NO CUSTOMER SERVICE

Webafrica is the worst internet supplier. NON-DELIVERY OF SERVICE, UNAUTHORISED DEBIT & ******** DEBT COLLECTION - CAN ONLY SPEAK TO A BOT - NO CUSTOMER SERVICE The Legal Department / Complaints Division Webafrica Internet Services (Pty) Ltd Email: ***

Subject: Formal Complaint and Notice of Dispute – Non-Delivery of Internet Service, Unauthorised Debit, Return of Equipment and ******** Debt Collection Reference: Customer Code POR06 | Ticket No. ***

Dear Sir / Madam,

I hereby submit this formal complaint and legal notice regarding the non-delivery of services, unauthorised debit deductions, return of equipment, and the subsequent ******** hand-over of my account to debt collectors by Webafrica, despite clear evidence that the contracted internet service at 81 Gomery Place, Summerstrand, Gqeberha was never active or functional.

1. Background On 19 December 2024, Webafrica informed me that my fibre line was “active.” From that date onward, I engaged in continuous troubleshooting with various Webafrica representatives via WhatsApp and your online support system.

During the period 19 – 20 December 2024, I:

Spent over ten hours communicating with your team in an effort to activate the service;

Followed multiple technical steps (resets, reconnections, configuration attempts via 192.168.1.1, etc.);

Supp**** multiple photographs of both router and ONT devices; and

Was passed repeatedly between automated bots and agents (Jean-Pierre D., Jabu M., Sfundo S., Dale J., and others).

At no point did the service become operational. The connection remained inactive, as confirmed by your own representative, Jean-Pierre D., at 08:30 on 20 December 2024:

“I do see now when viewing the main summary of your profile on system it’s actually inactive. I am so sorry.”

2. No Service Delivery & Lack of Proper Support Throughout this period, no Webafrica staff member ever called me, and no technician attended my premises. All interactions occurred through WhatsApp bots or text messages.

This lack of personal engagement and technical assistance represents a failure to perform services in a timely and proper manner, breaching Sections 54 and 55 of the Consumer Protection Act 68 of 2008 (CPA), which guarantee consumers the right to:

Timely performance and completion of services; and

Goods of acceptable quality, in good working order, and free of defects.

3. Unauthorised Debit On 19 December 2024, Webafrica debited my bank account despite never providing a working service. This debit constitutes unjust enrichment and unauthorised billing for services not rendered.

4. Return of Equipment On 2 January 2025, I returned the router and associated hardware via PostNet to:

Nology Warehouse – Montague Gardens Unit 2, Garnet Park 6 Drill Avenue Montague Gardens, Cape Town 7441

This return was in compliance with my cancellation notice and further demonstrates my good-faith effort to conclude the relationship properly.

5. ******** Debt Collection Despite the above facts and clear cancellation, I have now been notified that Webafrica has handed this disputed account over to debt collectors. This is wholly improper and ******** under Section 102 of the National Credit Act (NCA) and Section 40 of the CPA, as the account is clearly in dispute and no valid debt exists.

I place on record that I will not pay for a service that was never provided, never worked, and was formally cancelled, with equipment returned. Any continued attempts to collect payment will be regarded as harassment and a violation of consumer rights.

6. Demand for Immediate Resolution I hereby demand that Webafrica immediately: Withdraw all debt-collection actions and recall any hand-over to third-party agencies; Cancel the account under with a zero balance; Refund all debited amounts made for non-existent service; Confirm in writing that no negative credit or collection record will be lodged; and Acknowledge in writing that Webafrica failed to deliver the contracted service. 7. Notice of Escalation If I do not receive a satisfactory written response within seven (7) business days, I will escalate this matter to:

The Consumer Goods and Services Ombud (CGSO); The National Consumer Commission (NCC); and If necessary, the Small Claims Court for restitution and damages.