Stay Away from Web Africa - Bad Service & Unclear Terms

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Brenden_E

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Come gather, m'harties! Gather and listen to a tale of betrayal and intrigue. Actually that's a bit dramatic. It's just me venting on bad service from Web Africa. Who, ironically, I started using after reading about their good service here 2 years ago :cry:

On the 31st of March I cancel all of my local IS accounts with Web Africa, and I follow up with one of the technicians just to make sure. He confirms and all is well. Or so I though...

Today I get a bill for all 5 of them for the month of April.
I reply to the billing email asking them to remove the 5 IS accounts since they were canceled.

The customer tech replies 5 hours later asking what my username is. My original reply quoted their billing mail that contained all my details. Amusing, to say the least. So I go ahead and give him my details, again. He replies:

==========================================
Are you referring to all your IS accounts or just one specific account. Can you please confirm which accounts you are referring to?
Regards, Nicole Abrahams
===========================================

At this point I'm wondering if this guy/girl is literate. She doesn't know the difference between account, and accounts. So i spell it out and she finally gets it.

==========================================
The accounts were cancelled on the 1st of April. Our notice period for cancelations is
2 days before the end of each month. If notice is given after that as in your case of
the 1st, the account will be billed for the full month and a credit will not passed.
We could reactivate them so you can use them and then cancel at the end of this month?
==========================================

At first I think it's an April fools joke. Haha, good one Web Africa! But the tragedy slowly seeps in. She's serious. So I go back and check my records. Nope, definitely canceled on the 31st. I write back asking her to check, because I definitely canceled on the 31st, and it's a month to month account so *surely* if I cancel it before the end of the month it should be fine. And I get this back:

==========================================
Thank you for your response.

Please see below with regards to our cancellation policy.

Please copy and paste the following link into your web browser.

http://www.webafrica.co.za/docs/aup.html

Please read point number 1. under "CUSTOMER SERVICE AGREEMENT"
==========================================

But wait, there's more - I've been most civil up to this point but after being thrown with the book I send back an email to let them know exactly how I feel. And I get this:

==========================================
I would like to apologies for any inconvenience our change in cancellation policy has brought upon you.
If you would like to take this further with Webafrica billing manager you may do so.
==========================================

Now this is where I say: You know what, I'll gladly pay. In addition, I'll also gladly cancel my reseller account. And I will also never support you again. Ever.

I've been with Web Africa for more than 2 years, and they've seen a lot of my money. I've bought and canceled tons of accounts. In fact, I'm almost certain that I've canceled one of these month to month accounts in the past on the last day without a problem. Now, all of a sudden, I can't.

No one told me this, and the tech that originally canceled them didn't tell me: You know what, you're going to be billed for this anyway so why not use it. Hell, I never received any communication whatsoever that told me that their terms changed. But apparently it has. Who knew?

Web Africa, this is what I call bad service.

And in the famous words of the guy from independence day: "Good service has left Web Africa!"
Close enough.
 
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Perhaps if it was there own data account they might not have a problem. I would imagine that there is some sort of cancellation terms with IS. I just had a look and Axxess works on the 25th and Openweb on the 17th of the month before.

Perhaps one of the IS resellers could confirm but if that is the case, you are being a bit harsh as you would be expecting them to pay IS but not get paid by you.
 
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Thread fail. They have terms for their cancellations, like any other ISP. You failed to adhere to it. Tough cookies.
 
Which would be fair, if they made me aware of it.
You'd think they would inform a reseller if their terms changed. Even if it didn't change, at least make it clear that you need to cancel it 2 days ahead of time.

No sir, this is a Web Africa fail.
 
Brenden_E said:
Which would be fair, if they made me aware of it.
You'd think they would inform a reseller if their terms changed. Even if it didn't change, at least make it clear that you need to cancel it 2 days ahead of time.

No sir, this is a Web Africa fail.
Click to expand...

I am sorry but how can you blame WA if you didn't read the terms and conditions? There is a check box when you order indicating that you agree to their AUP.
 
Just looked on Way Back Machine. Their AUP was last changed on May 31 2008 and before then the cancellation terms were 30 days notice. As mercurial said, thread fail.
 
The accounts were cancelled on the 1st of April. Our notice period for cancelations is
2 days before the end of each month.
Click to expand...
Nope, definitely canceled on the 31st
Click to expand...
Thats just hard luck..31st isn't 2days before the end of the month...
Usually ISP's bill you for the next month.. (pay before you use)
So they need a few days notice before the end of the month, since they have to do their billing.. You obvoisly cancelled after the billing run for april was sent through.

I do agree that they should update customers about changes in their polices.
But surely you re-read these things before cancelling, signing up or changing accounts?
 
Read again, one eyed Abe - their terms changed. I've been with them for over 2 years.
I would guess it's because everyone is canceling accounts with them and jumping on the uncapped wagon that they are trying to squeeze the last bit out of their customers.

Out of interest, there's been an influx of complaints against web africa. I remember a year ago they could hardly do a thing wrong.
P.S I did pay them. But I also canceled my reseller account that would have made them their money back even if they did refund me.
 
Abe said:
Just looked on Way Back Machine. Their AUP was last changed on May 31 2008 and before then the cancellation terms were 30 days notice. As mercurial said, thread fail.
Click to expand...

It's 2 days notice now - it's never been 30 days. I knew it, you are a one eyed Abe.
 
Aah, now we are getting somewhere.
I was never informed that it did change since joining, so that's a good question.

Previously I was allowed to cancel and, without notice, now I can't.
Regardless of the reasoning behind it, it's called the shocker. O wait, that's something else...
 
Brenden_E said:
It's 2 days notice now - it's never been 30 days. I knew it, you are a one eyed Abe.
Click to expand...

Thats nice:

http://web.archive.org/web/20080418060042/http://www.webafrica.co.za/docs/aup.html

This contract will be automatically renewed at the end of the Term and each successive renewal term, unless terminated. We require notification of non-renewal with at least 30 days notice but not more than 60 days prior to the renewal date.
Click to expand...

I have been called many things before but never one eyed. Perhaps you should get your facts in order before dishing out personal insults.
 
Come on, that's for domain registration and hosting.

Edit: Actually pretty funny - that was an EPIC fail performed by Abe; the grandmaster of fail :D
 
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Hi Brendan_E

As other posters have stated we require that 2 day cancellation period to allow ourselves sufficient time to process cancellations. It is a very liberal and customer-centric policy - we literally afford customers with as much time as feasible and most competitors require up to a 30 day cancellation period.
 
On the 31st of March I cancel all of my local IS accounts with Web Africa, and I follow up with one of the technicians just to make sure. He confirms and all is well. Or so I though...
Click to expand...

So do you have these emails? And who was the techie? They should probably have pointed out that cancellation would only be effective from the end of April.

Personally, I think Web Africa's cancellation policy is more than fair. Why leave it so late to cancel?
 
It was done on their system so it is logged - Jonathan Augustyn was the techie.
I'm not arguing the policy, I'm pointing lack of communicating the policy!

Well it's water under the bridge now. Paid them and canceled my remaining accounts.
 
Out of interest, when you cancel, do you get some sort of response confirming your cancellation?

One would think if you cancel, be it by email or by clicking a button, you'd get the Terms and Conditions related to cancellations OR a response stating when and how the cancellation will be processed? No?

I.e. "We have received your cancellation, our policy is [2/30/x] days before month-end and your cancellation is pending for 31 MAY , your last bill will be on 1 MAY " .

I just find it surprising that the only way we as consumers [and this is not a Web Africa specific thing] know when something is cancelled is by waiting for the actual billing cycle to occur or not occur.....poor communication imho.
 
They acted as agreed to in the contract & then you claim its bad service and get angry.:confused:

2 days cancellation notice period is super generous. Lots of other places require a full month or 15 days.

Really curious as to which ISP gets the pleasure of your business next. For the lulz :D
 
Havoc did you bother to read the story? The tech canceled and he did not inform me that I will be charged for a full month. Not only this, but I have not received any communication whatsoever of their terms CHANGING since joining a long time ago. As diabolus pointed out, it would be useful if they let their customers know what their policy is.

BTW, it's been more than 10 hours since I requested that I get access to these accounts since I paid for them and they don't want to refund me. No response from webafrica. How's that for service.
 
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