Webafrica overcharged me for 20 months, cancelled my line twice without consent, and ignores escalations

I’m posting this after nearly two years of trying to get Webafrica to fix a problem they created.

Timeline and issues:

March 2024: I moved to a new home and completed a formal change of ownership to take over the fibre line. Webafrica confirmed the takeover was done.

Webafrica then placed me on the wrong package (100 Mbps instead of the 50 Mbps I requested). When I tried to correct it, I was told I’d have to pay to downgrade, even though the mistake was theirs. I’ve now been overcharged for about 20 months, roughly R10,000 in extra fees.

May 2024: Webafrica cancelled my fibre service without my request, and I was billed a R999 router claw-back fee plus told to pay reconnection fees for a cancellation I never asked for. After complaining, an agent admitted the cancellation was incorrect, said it was reversed and I’d be credited… but then the service was cancelled again days later, leaving me without internet again.

During the reconnection mess, Webafrica also reconnected the wrong account/line (different address) after I clearly confirmed which service needed reconnection.

Escalations go nowhere: I’ve emailed *** since March 2024 with no resolution. Managers have repeatedly been “booked to call me back in 24–48 hours.” None ever called. In Nov 2025 a finance escalation was logged (ref ***6) with promised feedback in 48 business hours. No feedback came. I followed up again in Nov and Dec 2025. Every time I’m told to wait for finance or wait for a manager. Still nothing.

Bottom line: Webafrica has:

billed me for a package I never agreed to,

cancelled my line twice without consent,

charged penalty fees caused by their own errors,

reconnected the wrong account,

and ignored every escalation timeline they set.

What I want:

Refund of the price difference between the 50 Mbps package I requested and the 100 Mbps package I was wrongly billed for, backdated to March 2024.

Reversal of all incorrect charges (router claw-back, reconnection fees, etc.).

A real manager/finance response in writing, not another “wait 48 hours” script.

I have full WhatsApp logs, emails, and screenshots to prove all of this.