Web Africa - mailbox charge from October '26 in long-since-forgotten-about account.

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BCR

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Web Africa - mailbox (ie. simply the facility to make use of an e-mail address) charge from October '26 in long-since-forgotten-about account.

Hi @Webafrica Helper

I'm requesting you take the necessary steps / action to cancel this mailbox + even delete the account, so I don't incur any charge/s from October '26.

It's questionable as to whether the mailbox even exists, due to info. shown in the screenshots provided - the results of my attempt leave it ambiguous as can clearly be seen, and which I'll describe below to avoid any confusion on your part, something Web Africa haven't considered for me as the user !

In fact, you make it AS DIFFICULT AS POSSIBLE to provide clarity to the user, when attempting to "remove it by the 15th September 2026".

I've excluded all identifiable info. (ie. my Web A. a/c # , my currently free mailbox address) in the notes and screenshots, but will include them in a subsequent private message to you so you'll hopefully see to the rest OR ensure someone else does, re the request to cancel & subsequently delete the account.

I'd thereafter appreciate a follow-up e-mail from yourselves, confirming cancellation / deletion of the requested mailbox / account, especially considering your're listed as one of the "Large Members" of https://ispa.org.za/membership/list-of-members/

To this point, I've done all I can to try ensure it's cancelled, as per the Web Africa e-mail requirement in screenshot # 1, which I received .....

from: Webafrica <[email protected]>
reply-to:
[email protected]
to: ...... @gmail.com
date: 7 Aug 2026, 17:01
subject: Important update about your Webafrica mailbox
mailed-by: ..... .webafrica.co.za
Signed by: webafrica.co.za
Click to expand...


WA screenshot 1.png




Screenshot # 2 :
Web Africa e-mail subsequently received on the 10th August '26 @ 11h23am (see date + time to the right & above of your pink logo) after I'd attempted to cancel.

Note then, even though the e-mail's headed up "Cancellation Confirmation", the text within it states you've received my request to cancel the service, and that someone will contact me to finalise the cancellation - to date, no-one has bothered contacting me (I wasn't expecting it owing to how Web A. has negatively changed over the years), nor have I received any follow-up e-mail confirming the cancellation, nor have I received any response to a WhatsApp message I sent to the Web Africa business account (on the 12th August 2026 @ 10h50am), with full details & the request to cancel / delete account. The message is still showing 2 grey ticks, so received but no confirmation it' been looked at.

WA screenshot 2.png




Screenshot # 3 :
Having logged into my profile again, today (see day, date & time showing bottom-right of screenshots 3 to 6), under "My Email Accounts", the mailbox in question is still displaying, and in fact in another section (screenshot not included here, but I have it available), under a heading "Enter Friendly Name", a sub-heading "Contracts" shows (today) "Mailbox - no broadband service" as being ACTIVE ; then another sub-heading "Included Services" - "Email Service" lists the mailbox in question again, and shows it as being ACTIVE.


WA screenshot 3.png






Screenshot # 4 :
WHERE THE AMBIGUITY COMES IN ..... if I click on the "Cancel" icon (from screenshot # 3) this page opens, and take note of the sentence .... "You don't have any products eligible for cancellation at this time".

What am I supposed to make of all this, if on the page shown in # 3 - and elsewhere - the mailbox is clearly listed and showing as being ACTIVE, and no-one at Web Africa bothers with doing anything constructive to "finalise" this.

Furthermore, I called this afternoon, and presumably got through to your Sales dept. on 021-464-9500 at 2h27pm.
Your rep. said he'd arrange a call back from Support as he only deals with fibre sales, even though he managed to look the account up on the system during the call.

After explaining in more detail, I think he either tried to put the call through to them but it cut off, or possibly felt the call should be ended ?

I cannot take the chance, owing to no contact or response so far on this issue.

WA screenshot 4.png



Screenshot #'s 5 + 6 lead to "Refer & Earn".
I've no involvement with Web Africa, so not looking for anything other than cancellation of the mailbox / closing the account.


WA screenshot 5.png



Screenshot # 6 :

WA screenshot 6.png
 
Morning @BCR,

Thanks for taking the time to share the details of your experience with us.

We’ve highlighted your feedback with our Customer Zone journey team so they can review the customer-facing communication and journey involved. Feedback like this is genuinely valuable in helping us ensure that every process and touchpoint, whether through the Webafrica App or Customer Zone, provides our clients with a seamless, accurate and easy-to-use experience.

We’ve also responded to your DM to confirm the action taken and the steps being followed to address this directly with you. We’ll continue the follow-up with you there.

We appreciate you raising this with us and giving us the opportunity to look into it. 🌸

Warm regards,
Webafrica Crew
 
Webafrica Helper said:
Morning @BCR,

Thanks for taking the time to share the details of your experience with us.

We’ve highlighted your feedback with our Customer Zone journey team so they can review the customer-facing communication and journey involved. Feedback like this is genuinely valuable in helping us ensure that every process and touchpoint, whether through the Webafrica App or Customer Zone, provides our clients with a seamless, accurate and easy-to-use experience.

We’ve also responded to your DM to confirm the action taken and the steps being followed to address this directly with you. We’ll continue the follow-up with you there.

We appreciate you raising this with us and giving us the opportunity to look into it. 🌸

Warm regards,
Webafrica Crew
Click to expand...

@Webafrica Helper

Thanks for your messages - here & via PM.

As I'd had my phone "glued" to me since reading your messages this morning, and was growing tired of waiting, I decided to try the Web Africa no. again to see if I could be put through to an agent in Support.

As it so happens , I spoke to someone very helpful (can send her name via PM) earlier on (call was from 3h06pm) who informed me I've been sent a number of messages & e-mails, but primarily to the Web Africa e-mail address I want cancelled, which I don't seem able to access at this stage (even though I can still log in).

She added that the calendar month to cancel is already in the process of taking place - apparently kicked in end of August (by my attempt to fully cancel) to end of September '26, and the "Cancellation Confirmation" e-mail I received (in Gmail) is enough for me to be assured it will be fully cancelled & I won't be charged, and she also advised that the Web Africa mailbox doesn't exist at this stage., but she can see messages & e-mails in it 😐

How is it possible for part of the system to display non-existence (of a service) and simultaneously display that it's "active" (both I've seen myself), and then you advising me :

we have logged the matter with our support team, .....
For security, our teams will get in touch to verify your details at [my cell no.] and discuss the next steps ASAP.
Click to expand...

By implication from the discussion I had a short while ago, I feel I was led to believe that nothing more needs to be done and the service will be cancelled auto., outright at the end of Sept. '26.
( as I've stated a few times already (in other words), my preference is for the account as a whole to be closed in its entirety ).

As a side note, the agent advised that she can see messages & e-mails sent to the Web A. e-mail address I want to cancel.
I said there should be a web address for me to log into so I can see what she's seeing, but she was unable to help.
I only have one "cancellation confirmation" to refer to (in Gmail) - as prev. described, the wording within it also refers to someone contacting me - and I'd would like to see the remainder of the msg's (2 apparently) & e-mails.

Are you able to provide me with the login details via PM (usually there's a default password to start with, username should be the e-mail address), and the web address so I can see what you at Web A. can ?

Also, and more importantly (apart from all the AGGRAVATION & TIME-WASTING this has caused me) because you've decided to start charging for e-mail addresses, how do I receive confirmation now - and not wait for the end of Sept'. '26 for things to possibly go wrong & I receive an invoice I've no interest in - that my liability will be ZERO if we (myself & you all at Web Africa) seem to be talking at cross-purposes, and there are contradictions with what I'm experiencing (seeing in the profile - no services on one page vs. Active mailbox on another), and your note advising finalisation still needs to occur vs. advice during the earlier call that the calendar month's notice will (or should) come into effect end of Sept. '26 and service will be auto cancelled then ??

You stated above that my feedback will be reviewed & help "our clients with a seamless, accurate and easy-to-use experience.".
Why don't you simply delete mailbox addresses / accounts that haven't been used after a few years (?), instead of putting clients through that which I'm going through right now - it's a "PAINFUL" experience, and my time is better spent elsewhere, like I'm sure yours is.

For one thing, I have aged parents that need continual support and attention, so I shouldn't need to go through all this to simply cancel a minor service you've seemingly put unnecessary obstacles in my way ... for whatever reason/s ??


Why don't you follow the big companies ? ..... because I for one wouldn't have even contacted you if I'd received notice (or even hadn't) of your intention to cancel the mailbox or close the account.


Microsoft account activity policy | Microsoft Support

This Microsoft account activity policy describes when Microsoft may close your account due to account inactivity.
support.microsoft.com support.microsoft.com

Microsoft account activity policy: Under the MSA, you must use your Microsoft account to keep it “active.” Microsoft reserves the right to close all “inactive” Microsoft accounts.

Except as provided below, you must sign in to your Microsoft account at least once in a two-year period to keep your account active. If you don’t sign in during this time, Microsoft will consider your account to be inactive.

Any account that has been locked for more than two years will also be considered "inactive" and will be closed.
Click to expand...



An inactive Google Account is an account that has not been used within a 2-year period. Google reserves the right to delete an inactive Google Account and its activity and data if you are inactive across Google for at least two years.
Click to expand...


I'm hoping you can provide me with clarity ASAP that won't leave me wondering what to expect at the end of this month (Sept. '26), for the remainder of the month .
ie. I need absolute confirmation soon regarding the expected cancellation of the mailbox service / closing of the account.
 
Morning @BCR

Thank you for taking the time to share such detailed feedback, both here and via PM. We’re sorry that the team did not make contact as advised, and we understand how the conflicting information and uncertainty around the cancellation would have added to your frustration, particularly after the time you’ve already spent trying to get clarity.

We can confirm that the mailbox has now been cancelled as instructed and no longer reflects on your profile. We also appreciate your feedback around the communication and cancellation experience. It genuinely is important to us, and the points you’ve raised will be shared with the relevant teams to help us improve how we communicate and support our clients.

Thanks again 🌸

Warm regards,
Webafrica Crew
 
Webafrica Helper said:
Morning @BCR

Thank you for taking the time to share such detailed feedback, both here and via PM. We’re sorry that the team did not make contact as advised, and we understand how the conflicting information and uncertainty around the cancellation would have added to your frustration, particularly after the time you’ve already spent trying to get clarity.

We can confirm that the mailbox has now been cancelled as instructed and no longer reflects on your profile. We also appreciate your feedback around the communication and cancellation experience. It genuinely is important to us, and the points you’ve raised will be shared with the relevant teams to help us improve how we communicate and support our clients.

Thanks again 🌸

Warm regards,
Webafrica Crew
Click to expand...
Thanks @Webafrica Helper for your continued feedback, input and for resolving the problem I was facing ; it's very much appreciated.

I've just taken a quick look within my profile and there are noticeable changes, namely under :
My Services - All Services ..... in the middle of the page I see "No service accounts" listed.

I can't remember how I originally / used to get to the page that lists 'Contracts", under which is "Included Services" (it might've been via the My Services - All Services (??), or within the Dashboard - Your Services, but if those options are gone (for the mailbox), including the "Active" status re the mailbox & e-mail address listings, then it's another positive.


Of some concern still (primarily as I don't have an insider's knowledge on how your system works) I see under :
My Services - My Email Accounts ..... further to the right it lists the Username and Email address still (that you've stated is cancelled), but the icon option under Cancel is now missing.

Overall, I'll take it that "the mailbox has now been cancelled", and that its reflection in that part of the profile doesn't still trigger an invoice and the aggravation that'll bring .... but I'll post here for your help if by chance it happens.

A suggestion if I may :
Ideally I'd like an option to delete the account in its entirety (not only for myself), so I (and others) don't need to bother you, or have to try the other avenue (WhatsApp), especially when there are no services present (or limited ones such as Refer and Earn).

Regards.
 
Hello @BCR

Thanks for the detailed feedback and for taking the time to check the changes on your profile.

We’re glad to hear that the updates are reflecting differently on your side, particularly the removal of the service account and the Cancel option next to the email account.

Based on the changes we’ve made, the mailbox has been cancelled, and its remaining display under My Services > My Email Accounts should not result in a new invoice for the cancelled service. If you do notice anything unexpected on your account, please drop us a DM. We will gladly have a look and help out.

Your suggestion around being able to remove an account entirely when there are no active services is also a fair one. We’ll take that feedback on board, particularly around making the self-service experience clearer and reducing the need for customers to contact support for account administration.

We appreciate you continuing to share your observations and allowing us to improve the experience. 💗

Warm regards,
Webafrica Crew
 
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I'm having the same issue. I haven't used WebAfrica in 5+ years and now I am being billed for mailboxes. Did not even receive an email about it?
 
squirrel said:
I'm having the same issue. I haven't used WebAfrica in 5+ years and now I am being billed for mailboxes. Did not even receive an email about it?
Click to expand...
Morning @squirrel
Thank you so much for your DM. Our teams will provide further support directly.
Warm regards,
Webafrica Crew
 
Same issue here. Haven't been a customer of webafrica for years and suddenly, wham-bam-thank-you-mam, here's some invoices for the most expensive mailboxes on the planet. A service that I didn't ask for and most certainly didn't agree to any paid email service. I wonder what Section 21 of the Consumer Protection Act (CPA) has to say about this?
 
yep it also affected me , haven't used account in 2 years and suddenly get a R50 debit , no emails,nothing
 
@Webafrica Helper — Same issue. Please assist urgently wrt 4 legacy mailboxes (Primary mailbox gets deactivated after paying WA arrears):

WA's standard support channels are failing. I have 4 legacy free mailboxes (left WA in 2012), billed for without prior notification in Oct 26, Account suspended Oct 26, paid under duress to regain access to my primary mailbox Oct 26, trying to get the mailboxes deleted in stages, opened a billing dispute/complaint, assurance from WA Complaints to escalate issue, all 4 mailboxes gets de-activated (including my primary mailbox), after 2 days of webchats complaints, primary mailbox gets re-instated, meanwhile WA's complaints informs that all 4 mailbox have now been de-activated (as scheduled).

I am sending you a Private Message now with my Webafrica Account Code and supporting emails/screenshots.
 
MRPFM said:
@Webafrica Helper — Same issue. Please assist urgently wrt 4 legacy mailboxes (Primary mailbox gets deactivated after paying WA arrears):

WA's standard support channels are failing. I have 4 legacy free mailboxes (left WA in 2012), billed for without prior notification in Oct 26, Account suspended Oct 26, paid under duress to regain access to my primary mailbox Oct 26, trying to get the mailboxes deleted in stages, opened a billing dispute/complaint, assurance from WA Complaints to escalate issue, all 4 mailboxes gets de-activated (including my primary mailbox), after 2 days of webchats complaints, primary mailbox gets re-instated, meanwhile WA's complaints informs that all 4 mailbox have now been de-activated (as scheduled).

I am sending you a Private Message now with my Webafrica Account Code and supporting emails/screenshots.
Click to expand...
Morning @MRPFM

Thank you so much for your DM. Our teams have received your information and will ensure further support for the above Mailbox query via private message directly.


Warm regards,
Webafrica Crew
 
@Webafrica Helper — I have the same issue.
Please assist urgently - I have 5 legacy free mailboxes that came with WebAfrica ADSL. I left WA in 2019, now - 7 years later - Im being billed for free mailboxes without prior notification in Oct 26.
 
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