Braaitong
New Member
- Joined
- Feb 19, 2008
- Messages
- 3
- Reaction score
- 2
Good morning guys,
First off thank you for the great site and forum. I have been part of thiscommunity as far back as I can remember, I recall a link on the www.nag.co.za that pointed to Myadsl back then. MyBroadband has always been one of the first pages I open on any browser for updated information on the Industry. I have always lurked on the forums and being a bit of an introvert I never had anything to bring to the conversation, but this past 2 weeks have got me in such an irate state that I needed to share this.
So I would humbly ask that you read the following statement of my experience and then you decide if this was fair or acceptable.
30 August 2019:
I found a link on Fibretiger to WebAfrica who were offering a LTE service on a month to month basis for R459 and an once off delivery fee of R249. On the same day I placed the order with Webafrica and completed payment of R249 from my FNB account. I followed up with Webafrica who confirmed receipt of the order and they requested my RICA documents to be sent to them.
I completed this by 14:00 in the afternoon.
I left the matter over the weekend as I was told the courier company would contact me within 3-5 business days.
2 September 2019:
On the Monday I thought it prudent to contact Webafrica to confirm that everything was still on track and that my order was processed. A lady by the name of Melissa liaised with me and confirmed that the order was placed, but that it would take 3-5 business days for the courier company to contact me.
3 September 2019:
I followed up with Melissa to find out if my hardware has been released yet. She informed me that the router has not been collected as yet.
4 September 2019:
I followed up with Melissa who now informed me that the order was in fact not processed as payment had not been received. I contacted FNB and pulled a statement which I then sent to Melissa proving that the payment was made on the 30th August and that the funds were reflecting in Webafrica’s account. I did not receive a response from Melissa.
5 September 2019:
I sent another mail in the morning to Melissa on the webafrica support email and did not receive a reply.
6 September 2019:
On the Friday I decided to phone the support line as I was starting to get concerned as to why no one was getting back to me. I spoke to a very kind lady, who’s name now escapes me, she confirmed that the order was still pending as payment was not received. I asked her to investigate and she confirmed payment was received and that she will authorize the order immediately. Finally some progress, or so I thought.
7-8 September
Knowing nothing could be done over the weekend I left the matter and hope that I would have this resolved on the Monday.
9 September 2019:
I contacted Webafrica support and requested an update on my order. This time a chap by the name of Wongalethu responded confirming the order had been placed and that the courier company will contact me in the next 3-5 business days. I asked him to confirm all my details and to make sure there is nothing pending for this to be processed. He confirmed that everything was in order.
10 September 2019:
I requested an update from Wongalethu who advised that the courier company should be making contact with me shortly.
11 September 2019:
I requested an update from Wongalethu who advised that the courier company would most probably contact me today. In fact they did, at 13:00 I received an SMS from courierit informing me that the driver was at my house and that he could not reach me. I explicitly requested that the courier company contact me to arrange delivery, I did not receive a call or a missed call and neither did my fiancé who was at home at the time and they also had her contact details. I then phoned the number on the SMS from courierit and was informed that as the driver had already left I would have to collect the parcel from the RTT warehouse in Riverhorse Valley, Durban.
I work in Westville so left work at 16:00 to collect the parcel. After the 30km drive to collect the parcel I was finally on my way home with my router. Think ing that the worst was once again behind me.
On arriving at home I unpacked the unit only to find that there was no RJ-11 cable and no power supply included in the Router packaging. Fortunately I had a Huawei ADSL router with the same 12V 1A input that I used to boot the router. The router was now online with the sim at 18:10 on Wednesday 11 September 2019.
12 September 2019:
I contacted Webafrica to inform them about the drama with the courier company and the incomplete unit and also to confirm when my service will be activated. They responded informing me that the service will be active in 24 hours, conveniently omitting to even mention the incomplete package or the R249 that I had to pay and still having to go collect the hardware.
13 September 2019:
Friday the 13th, surely today the service will be active. No joy, I contacted webafrica who advised that activation could take up to 48hours. Ok, I am starting to expect this shift in goal posts from them.
14 September 2019:
The service is still not activated.
At 08:00 I phone webafrica support and speak to a chap by the name of Cello who confirmed that my service was not activated and that he would escalate this to their standby operations manager. I requested a call from this manager which I never received. I followed up at 16:00 that Saturday afternoon and spoke to Celo who assured me that Lyle activated my service and that it will be online by Sunday morning 10:00.
15 September 2019:
No surprise here, the service was not activated as yet. I decided to take the Sunday to get all my facts in order as I was now done with Webafrica’s lies and false promises and I was adamant to make sure no one else had the same experience, no one should be treated like this.
16 September 2019:
I contacted WebAfrica to request all call recordings and email correspondence as I would need this should I pursue the matter further. I received a reply from Layaan assuring me that I must restart my router at 6pm and the service will be active. Not being able to believe anything they are telling me I insisted that they send me all correspondence and that I will check in the evening if the service was active. It was not.
17 September 2019:
Today 18 days after the order was placed and there not being any delays from my side I still do not have access to my LTE service and I Have had to pay R249 for delivery, drive 32km to collect an incomplete, spend who knows how much on airtime and I am still no better off. This is unacceptable to me and I am sure you would agree that something needs to be done.
I appreciate you taking the time to read the above, I will be approaching various other news sources and regulators with this in the hopes of at the very least getting a admission of guilt from this company.
If anyone can offer any advise or if you have had similar experiences with this company please let me know as I will not be letting this go and will consider any avenues open to me.
First off thank you for the great site and forum. I have been part of thiscommunity as far back as I can remember, I recall a link on the www.nag.co.za that pointed to Myadsl back then. MyBroadband has always been one of the first pages I open on any browser for updated information on the Industry. I have always lurked on the forums and being a bit of an introvert I never had anything to bring to the conversation, but this past 2 weeks have got me in such an irate state that I needed to share this.
So I would humbly ask that you read the following statement of my experience and then you decide if this was fair or acceptable.
30 August 2019:
I found a link on Fibretiger to WebAfrica who were offering a LTE service on a month to month basis for R459 and an once off delivery fee of R249. On the same day I placed the order with Webafrica and completed payment of R249 from my FNB account. I followed up with Webafrica who confirmed receipt of the order and they requested my RICA documents to be sent to them.
I completed this by 14:00 in the afternoon.
I left the matter over the weekend as I was told the courier company would contact me within 3-5 business days.
2 September 2019:
On the Monday I thought it prudent to contact Webafrica to confirm that everything was still on track and that my order was processed. A lady by the name of Melissa liaised with me and confirmed that the order was placed, but that it would take 3-5 business days for the courier company to contact me.
3 September 2019:
I followed up with Melissa to find out if my hardware has been released yet. She informed me that the router has not been collected as yet.
4 September 2019:
I followed up with Melissa who now informed me that the order was in fact not processed as payment had not been received. I contacted FNB and pulled a statement which I then sent to Melissa proving that the payment was made on the 30th August and that the funds were reflecting in Webafrica’s account. I did not receive a response from Melissa.
5 September 2019:
I sent another mail in the morning to Melissa on the webafrica support email and did not receive a reply.
6 September 2019:
On the Friday I decided to phone the support line as I was starting to get concerned as to why no one was getting back to me. I spoke to a very kind lady, who’s name now escapes me, she confirmed that the order was still pending as payment was not received. I asked her to investigate and she confirmed payment was received and that she will authorize the order immediately. Finally some progress, or so I thought.
7-8 September
Knowing nothing could be done over the weekend I left the matter and hope that I would have this resolved on the Monday.
9 September 2019:
I contacted Webafrica support and requested an update on my order. This time a chap by the name of Wongalethu responded confirming the order had been placed and that the courier company will contact me in the next 3-5 business days. I asked him to confirm all my details and to make sure there is nothing pending for this to be processed. He confirmed that everything was in order.
10 September 2019:
I requested an update from Wongalethu who advised that the courier company should be making contact with me shortly.
11 September 2019:
I requested an update from Wongalethu who advised that the courier company would most probably contact me today. In fact they did, at 13:00 I received an SMS from courierit informing me that the driver was at my house and that he could not reach me. I explicitly requested that the courier company contact me to arrange delivery, I did not receive a call or a missed call and neither did my fiancé who was at home at the time and they also had her contact details. I then phoned the number on the SMS from courierit and was informed that as the driver had already left I would have to collect the parcel from the RTT warehouse in Riverhorse Valley, Durban.
I work in Westville so left work at 16:00 to collect the parcel. After the 30km drive to collect the parcel I was finally on my way home with my router. Think ing that the worst was once again behind me.
On arriving at home I unpacked the unit only to find that there was no RJ-11 cable and no power supply included in the Router packaging. Fortunately I had a Huawei ADSL router with the same 12V 1A input that I used to boot the router. The router was now online with the sim at 18:10 on Wednesday 11 September 2019.
12 September 2019:
I contacted Webafrica to inform them about the drama with the courier company and the incomplete unit and also to confirm when my service will be activated. They responded informing me that the service will be active in 24 hours, conveniently omitting to even mention the incomplete package or the R249 that I had to pay and still having to go collect the hardware.
13 September 2019:
Friday the 13th, surely today the service will be active. No joy, I contacted webafrica who advised that activation could take up to 48hours. Ok, I am starting to expect this shift in goal posts from them.
14 September 2019:
The service is still not activated.
At 08:00 I phone webafrica support and speak to a chap by the name of Cello who confirmed that my service was not activated and that he would escalate this to their standby operations manager. I requested a call from this manager which I never received. I followed up at 16:00 that Saturday afternoon and spoke to Celo who assured me that Lyle activated my service and that it will be online by Sunday morning 10:00.
15 September 2019:
No surprise here, the service was not activated as yet. I decided to take the Sunday to get all my facts in order as I was now done with Webafrica’s lies and false promises and I was adamant to make sure no one else had the same experience, no one should be treated like this.
16 September 2019:
I contacted WebAfrica to request all call recordings and email correspondence as I would need this should I pursue the matter further. I received a reply from Layaan assuring me that I must restart my router at 6pm and the service will be active. Not being able to believe anything they are telling me I insisted that they send me all correspondence and that I will check in the evening if the service was active. It was not.
17 September 2019:
Today 18 days after the order was placed and there not being any delays from my side I still do not have access to my LTE service and I Have had to pay R249 for delivery, drive 32km to collect an incomplete, spend who knows how much on airtime and I am still no better off. This is unacceptable to me and I am sure you would agree that something needs to be done.
I appreciate you taking the time to read the above, I will be approaching various other news sources and regulators with this in the hopes of at the very least getting a admission of guilt from this company.
If anyone can offer any advise or if you have had similar experiences with this company please let me know as I will not be letting this go and will consider any avenues open to me.
