Webafrica Whatsapp Support Sucks!

I am trying to cancel an unused fibre line that I have been paying for at least a year. Webafrica has several online portals ie. customer zone, webafrica whatsapp, and alas the direct line to support.

I have been with this ISP for a good 10 years and they were excellent! all you had to do was write an email to support and your query got resolved.

Nowadays however they are a big sluggish company not unlike Telkom and Vodacom.

As I am sitting here, I contacted them 1hour and 4 minutes ago on whatsapp speaking to someone that is not able to remember which service I want to cancel because she is incapable of fulfilling a simple request.

I have also contacted webafrica on their 08600 number and eventually after 18minutes decided to hang up.

If you want to amuse yourself dear reader...you can see how the system doesn't work by reading the thread below

[10:50, 20/01/2022] Nic Mössmer: hi [13:13, 20/01/2022] Webafrica Whatsapp: Hi Nicholas, thank you for making use of our Whatsapp support chat.

Our friendly bot, Willie will try to answer any questions you may have.

You may also use the following menu shortcuts (type the shortcut in bold below).

0: Main Menu. 1: Check available internet services/products in your area. 2: Troubleshoot your internet connection. 3: Check if you're affected by any network outages. 4: Get transferred to one of our agents and chat via Whatsapp. 5: Check the status of your line fault. 6: Search our Knowledgebase Articles for assistance. 7: Get your latest Statement & Invoices [13:13, 20/01/2022] Webafrica Whatsapp: Hey! 🤖 [13:13, 20/01/2022] Nic Mössmer: Hi - Please can you assist me? [13:13, 20/01/2022] Webafrica Whatsapp: 0: Main Menu. 1: Check available internet services/products in your area. 2: Troubleshoot your internet connection. 3: Check if you're affected by any network outages. 4: Get transferred to one of our agents and chat via Whatsapp. 5: Check the status of your line fault. 6: Search our Knowledgebase Articles for assistance. 7: Get your latest Statement & Invoices [13:13, 20/01/2022] Nic Mössmer: 4 [13:14, 20/01/2022] Webafrica Whatsapp: Thanks Nicholas Mossmer. Please choose the appropriate option below so that we may direct your chat to the correct department.

1: I have a billing enquiry. 2: I've received all the components necessary to go online but need help setting them up. 3: I need an update on my order, delivery or installation. 4: I want to order a service. 5: I have a connection/speed issue and need assistance. [13:14, 20/01/2022] Nic Mössmer: 4 [13:14, 20/01/2022] Webafrica Whatsapp: Hi there Nicholas Mossmer, thank you for getting in touch with Webafrica. We will connect you to the next available agent as soon as possible so we can get your query sorted out in a jiffy.

Need to go grab a cuppa while you wait? No problem! Just switch your phone sound on and keep an ear out for when we message. [13:14, 20/01/2022] Webafrica Whatsapp: Nelisiwe: Hi there, my name is Nelisiwe, how can I assist you today? [13:15, 20/01/2022] Nic Mössmer: Hi I want to cancel my fibre [13:16, 20/01/2022] Nic Mössmer: Cancel [13:16, 20/01/2022] Nic Mössmer: I want to cancel my fibre [13:16, 20/01/2022] Nic Mössmer: I want to cancel my fibre [13:16, 20/01/2022] Nic Mössmer: I want to cancel my fibre [13:16, 20/01/2022] Nic Mössmer: I want to cancel my fibre [13:16, 20/01/2022] Nic Mössmer: I want to cancel my fibre [13:16, 20/01/2022] Nic Mössmer: I want to cancel my fibre [13:17, 20/01/2022] Nic Mössmer: Are you there Nelisiwe? [13:17, 20/01/2022] Webafrica Whatsapp: Nelisiwe: Hi Nicholas Mossmer, you have come through to the sales department. Let me transfer you to the provisioning team who will be able to update your order and get you sorted out in a jiffy. In future if you need an order update, you can press 4 on the main menu, and then press 3 on the chat menu which will direct you straight to our provisioning team. Have a fantastic day further! [13:17, 20/01/2022] Webafrica Whatsapp: You are being transferred to an agent, please wait while I connect you... [13:17, 20/01/2022] Webafrica Whatsapp: Firdows Van: Hi there, my name is Firdows Van, how can I assist you today? [13:18, 20/01/2022] Nic Mössmer: Hi Firdows. I want to cancel my fibre [13:19, 20/01/2022] Nic Mössmer: Firdows Van are you there? [13:19, 20/01/2022] Webafrica Whatsapp: Firdows: Hi I hope you are well and safe. Kindly please hold as I have a look for you. [13:22, 20/01/2022] Nic Mössmer: I'm very well and not too concerned about safety. But I seriously want to cancel my line *ASAP * [13:24, 20/01/2022] Nic Mössmer: My time is limited and I'm getting extremely fed up with webafrica and this ****py Whatsapp support. Yesterday the 'agent' that was supposed to help me disappeared. [13:25, 20/01/2022] Nic Mössmer: So, Cel: *** Email: *** MOS69 is my client code. Can someone who actually cares and is not a robot phone me/ email me. [13:26, 20/01/2022] Webafrica Whatsapp: Firdows: Thank you for your enquiry. Unfortunately, I will not be able to assist you on this query. This specific request will be best answered by our billing department. Please hold while I transfer you. [13:26, 20/01/2022] Webafrica Whatsapp: You are being transferred to an agent, please wait while I connect you... [13:27, 20/01/2022] Webafrica Whatsapp: Masindi: Hi there, my name is Masindi, how can I assist you today? [13:27, 20/01/2022] Nic Mössmer: Hello Masindi. I want to cancel my fibre line. [13:28, 20/01/2022] Nic Mössmer: I want to cancel my fibre line [13:28, 20/01/2022] Nic Mössmer: I want to cancel my fibre line [13:28, 20/01/2022] Nic Mössmer: I want to cancel my fibre line [13:28, 20/01/2022] Nic Mössmer: I want to cancel my fibre line [13:28, 20/01/2022] Nic Mössmer: Masindi? [13:29, 20/01/2022] Nic Mössmer: Hello? [13:29, 20/01/2022] Nic Mössmer: Are you there? [13:29, 20/01/2022] Nic Mössmer: Hello? [13:31, 20/01/2022] Nic Mössmer: 3 minutes since you said hello with no reply. This is unfortunately really bad service. [13:31, 20/01/2022] Nic Mössmer: 4 minutes [13:31, 20/01/2022] Nic Mössmer: So, Cel: *** Email: *** MOS69 is my client code. Can someone who actually cares and is not a robot phone me/ email me. [13:31, 20/01/2022] Webafrica Whatsapp: Masindi: Hi Nicholas, Thanks for coming through to us – can I ask why you want to cancel? [13:31, 20/01/2022] Nic Mössmer: No [13:31, 20/01/2022] Nic Mössmer: Just cancel ut [13:31, 20/01/2022] Nic Mössmer: It [13:37, 20/01/2022] Webafrica Whatsapp: Masindi: is there a reason for canellation? [13:39, 20/01/2022] Nic Mössmer: Masindi, I have work to do. I contacted webafrica at 13.14 it is now 13.39 [13:39, 20/01/2022] Nic Mössmer: don't waste my time [13:44, 20/01/2022] Webafrica Whatsapp: Masindi: I fully understand sir, but i need to know the reason for the cancellation, [13:44, 20/01/2022] Nic Mössmer: I don't want fibre anymore [13:46, 20/01/2022] Webafrica Whatsapp: Masindi: is there a reason for that if i may ask? [13:50, 20/01/2022] Nic Mössmer: yes, I don't want fibre anymore [13:55, 20/01/2022] Webafrica Whatsapp: Masindi: is the anything you are not happy about with the fibre? [13:56, 20/01/2022] Nic Mössmer: none of your concern. how about we cancel the line? [13:58, 20/01/2022] Nic Mössmer: Just put any reason into the space it asks for a reason and get going to my - the client - request. [13:59, 20/01/2022] Webafrica Whatsapp: Masindi: we pride ourselves with giving the customer value for their money, hence we really want to make sure the customer is happy with the service if not let us know so we can make things better in future [14:01, 20/01/2022] Nic Mössmer: If you pride yourself on it, good. I am a fully paid up customer and I've been with Webafrica for 10 years. if you want to make things better how about you fulfill my wishes? Do you think you can do that? [14:02, 20/01/2022] Nic Mössmer: Instead of taking a half hour to get a reason from me. Customer service is when you help a customer - not waste their time [14:07, 20/01/2022] Webafrica Whatsapp: Masindi: i understand, which service would you like to cancel? [14:09, 20/01/2022] Nic Mössmer: Masindi, I am going to go to hello peter and complain about this, as well as contact Webafrica management. Which service do you think? [14:15, 20/01/2022] Webafrica Whatsapp: Masindi: looking on the account there is 2 active services which have both been active, hence ive asked which service [14:17, 20/01/2022] Nic Mössmer: Is it too long ago for you to remember?