Webafrica Overcharging Customers on the Same Vumatel Line While Giving Endless Runarounds

I am lodging a formal complaint against Webafrica for misleading pricing, poor service, and an unacceptable support experience across multiple department I am on a month-to-month fibre service using Vumatel infrastructure (Vuma Reach). I discovered that other ISPs (e.g. Axxess) offer the same Vumatel line and speeds for R359, while Webafrica is charging R429 for the exact same underlying service.

When I raised this, instead of receiving clear answers or assistance, I was passed between multiple agents and departments over two days, including:

Jadeen P. (Support)

Tiffanys S. (Sales)

Nokwanda K. (Billing)

Noxolo K. (Support)

Thubelihle (Support)

Key issues experienced:

I repeatedly asked for a downgrade to R359 or a clear explanation as to why Webafrica charges more for the same Vumatel line.

I was told conflicting stories:

That Webafrica has “no control over pricing”

That R429 is the “cheapest available” (which is demonstrably false when other ISPs offer R359 on the same network)

I was transferred between Support, Sales, and Billing without resolution.

I repeatedly asked to speak to a manager, only to be told later that agents cannot connect customers to managers — something that was never explained upfront.

An escalation was logged by Billing (Nokwanda K.), I was told to wait 10–15 minutes, waited over an hour, and then the chat was closed due to “no communication”.

The next day, another agent could not even locate the escalation properly and misrepresented my request as a cancellation.

I was then told no downgrade can happen because my account is suspended — despite the suspension being a direct result of me withholding payment until pricing clarity is provided.

I requested written confirmation of a downgrade before payment, which was refused.

Agents stopped responding multiple times mid-conversation.

Core complaint:

Webafrica is:

Charging more than competitors for the same Vumatel infrastructure

Failing to transparently explain the price difference

Providing inconsistent and misleading information

Refusing access to management or proper escalation

Wasting hours of a customer’s time with no resolution

At no point did I receive a clear, accountable answer or confirmation in writing. Instead, I received scripted apologies and circular responses.

This experience has left me with no confidence in Webafrica’s pricing fairness or customer service. Customers should not be punished for asking why they are paying more for the same line from the same fibre operator.

I am requesting:

A written explanation for the pricing difference on the same Vumatel line

Accountability for the failed escalation

Immediate assistance from a senior representative who can actually make decisions

Until then, I consider this matter unresolved and will continue escalating it publicly.