Why listen to the customer ? Why make a commitment and do absolutely nothing to meet the expectation set ?

After I received confirmation that my circuit should be activated, I have expressed a concern with regards to the inability to activate my service, I've explicitly explained what the problem is as to why the infrastructure cannot be reached, this has been disregarded.

I've expressed my concerns in the lack of feedback from Webafrica as well as the unconsolidated information being relayed. Other than being able to meet the commitment made as to when my product will be activated Webafrica Hid behind the "we've escalated" for the past week.

Note for everyone, WebAfrica Escalates and expresses urgency with the use of emails and only follow up when the customer requests feedback.

No proactive approach at all. Struggling with the same nonchalant repetitive bot-like feedback, I requested that my service be cancelled, the agent assisting advised that this had been escalated to the FNO, and that the Brand owner is dealing with this, I asked for tangible feedback, which is yet to be seen.

Upon my request to receive acknowledgement of cancellation the web agent refrained from acknowledging and tried to end the chat. After requesting specifically that it be acknowledged the agent advised that it would be noted.

I set the ultimatum to cancel if feedback was not received within a certain window.

My concern is not with the timeline, My concern is with the lack of tangible feedback and the lack of willingness to assist, after already making a commitment setting an expectation.

Timeline: Order Placed & Verified 12/04/2024 Router Delivered: 15/04/2024 Contractor confirmed existing infrastructure: 15/04/2024 - Contractor was informed of the possible issue on site to which they said the service only requires activation.

From the 15/04/2024 Until today I've been engaging with Webafrica Engineers via the portal & social media platforms(x).

Till this point today 15:16 - There has not been one commitment made that has been met.

at 15:16 today I received the first confirmation from Webafrica that my matter has been escalated despite the agents advising and confirming the escalations the duration of last week.