Worst Customer Service

The worst customer service I have ever experienced so far. My line was automatically and without notice upgraded to a 30Mbps download / 30Mbps upload and I was charged an additional R100 / month for this.

I tried to contact Webafrica via email,telephone and their suppose to be "speedy" Whatsapp support service to get this clarified and resolved.

Contact via telephone I tried calling their billing department ( *** ) and it kept ringing consistently with the automated recording trying to divert me to their Whatsapp support service for a quicker response. I then tried to call their sales team ***) for assistance, but was just redirected to the same billing department where it consistently rings.

Contact via Whatsapp Support Whilst trying to phone them, I also tried to contact Webafrica via their Whatsapp support platform. This is manned by a service bot to address general queries and such, and you get an option to go to a live chat session with one of their consultants. I obviously opted for the live chat session to get my issue resolved as efficiently as possible.

The chat bot then sends this message every 2-4 min if no consultant connects via the live chat "I'm sorry its taking longer than usual to connect you to an agent. I'll keep trying..." This kept on going for about an hour. Eventually a Shirley Mhlanhlo responded and tried to tell me a notice was sent on the 24th of September (it is the 2nd of September today by the way) and that I have to check my emails. I did check and there is no notification/notice. As I responded this, I was placed back in the queue with the chat bot searching for a consultant. Approximately 12 min later Shirley decided to respond again, but with a "Hi there, my name is Shirley Mhlanhlo, how can I assist you today? " as if my previous query had been resolved and then after that I was directly placed back in to the queue AGAIN even before I could respond.

Contact via email Do not even try contacting them on ***, since your support ticket generated form the email you sent, will be immediately closed. You will receive this response: "Hi,

Your support ticket has been closed.

Please note that this is an unmanned mailbox. Should you have any queries please have a look if one of these articles might provide you with some much needed answers:

VOIP Troubleshooting Guide https://help.webafrica.co.za/support/solutions/articles/***

Fibre and your router https://help.webafrica.co.za/support/solutions/articles/***

Troubleshooting your ADSL router https://help.webafrica.co.za/support/solutions/articles/***

For other helpful articles visit our Support Platform.

Still stuck? Try our WhatsApp LiveChat connecting you straight to one of our support agents"

I cannot see how webafrica can call themselves an internet service provider, when their customer service level is just appalling. Do they understand what customer service means?