Webafrica appeals R30,000 fine over opaque cancellations

Jan

Jan

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Webafrica slapped with R30,000 fine

South African Internet service provider Webafrica has been slapped with a R30,000 fine over its customer service and cancellation processes.

The Internet Service Providers' Association (ISPA) fined Webafrica R15,000 for failing to display its email address on its contact page and a further R15,000 for lack of transparency in its cancellation process.
 
Hehe. I was with those guys loooong back.
I had an 'uncapped adsl' account. Got a virus and a couple of gigs later I have a R9k bill.
I couldn't settle that the same month, so I paid it over 2 months.

Then they banned me
Thank God they did.
 
“We can confirm that we have been fined by ISPA for not displaying our email address on a particular part of our website as per the ISPA Code of Conduct,” they said.

“We have engaged with ISPA to amend their Code of Conduct because we feel that email is no longer a suitable, efficient way to support customers, and it should be replaced with the new technologies that are available to consumers today.”
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On what planet are they living on where email is no longer a suitable and efficient way to provide support?
 
It was an absolute pain cancelling with them but I'm soooo glad I went through the hassle. The Whatsapp chat option is useless with literally hours between replies in a "support" chat.
I initiated a chat, took probably 5hrs+ for someone on their side to acknowledge my chat ("Hi, this is xyz, how can we help") but then it's like they ghost your reply to them and come back hours later, it's pathetic. Good luck getting anything sorted via that useless WA chat system, it's like pulling teeth!
 
Friggs said:
It was an absolute pain cancelling with them but I'm soooo glad I went through the hassle. The Whatsapp chat option is useless with literally hours between replies in a "support" chat.
I initiated a chat, took probably 5hrs+ for someone on their side to acknowledge my chat ("Hi, this is xyz, how can we help") but then it's like they ghost your reply to them and come back hours later, it's pathetic. Good luck getting anything sorted via that useless WA chat system, it's like pulling teeth!
Click to expand...
Had similar experiences when I was with them. Never again.
 
@Jan look into doing a story with @NarrowBandFtw about WA essentially stealing money by erroneously logging the amount of traffic.

Look at this thread.

WebAfrica committing fraud

sweet zombie jesus, I have no words, so for my capped account which I rarely hit the cap of I get two notifications toward the end of September that I hit my cap looking at their usage report it shows 50-60gb used every hour, even during loadshedding, literally impossible so I check which lines...
mybroadband.co.za mybroadband.co.za

Some of us have noticed the same increased data usage.
 
WA support is the absolute worst. If the worst call centre companies in the world had to have an annual retreat where they discuss the worst possible way to provide "service", WA would be the Guest of Honour.
Willie the Chatbot is an abomination - never in my life have I ever had to deal with worse service. And I have had to phone SARS and SABC in the past....
 
mpdjhb said:
WA support is the absolute worst. If the worst call centre companies in the world had to have an annual retreat where they discuss the worst possible way to provide "service", WA would be the Guest of Honour.
Willie the Chatbot is an abomination - never in my life have I ever had to deal with worse service. And I have had to phone SARS and SABC in the past....
Click to expand...
But they still come in as a top 10 ISP. I don't get it.
 
For all the years telkom does not have any of these clear cancelation details and no contact number to even query an invoice.
 
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