WebAfrica double billing and confusing response

Heksmeester

Heksmeester

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Good day,

So I registered for ADSL with WebAfrica on the 31st of July and selected the option to only activate the service on the 1st of August. The website gave the all clear that nothing will be deducted from my credit card on the 31st, since the service is only active from the next month.

As the topic suggests, I've been billed for August as well as for July. So I emailed billing (which took bloody 48 hours to respond to my ticket), and they replied with this:

Good day

Thank you for your email.

I have viewed the account RFW01 and can confirm that the Home ADSL: 60GB - rfw010@wa was added to the account on the 31 July 2014, however you only requested to have the service activated on the 01 Aug 2014, which means that the service activated before your request and that is why you have been invoiced and charged for the service.

I can also confirm that there is no usage for the month of July 2014 and therefore I have now motivated the request for the credit note to be applied to the account and it is currently in pending approval status by our Invoicing and Collections Department, they have a turn around time of 24-72 hrs. For your convenience you are now also able to check your account status from within the Web Africa Customer Zone section by using the link: https://www.webafrica.co.za/client/billing.html


Kind Regards,

Janine Fullard
Click to expand...

Fine, it's all fine and dandy that they forwarded the request to get a credit note, but why on earth are they telling me things regarding usage in July, etc. IT WAS NOT ACTIVATED YET, how can there be usage in the first place? Also, there shouldn't be any charge whatsoever.

Is this a system glitch or a very poor policy of billing clients for things they didn't use yet?

Another problem I'm having is that my credit card is not being billed whatsoever. Credit card details are correct and they still haven't deducted the original R199 from my account. Something is weird here, not that I'm complaining about that part. :whistle:
 
Last edited:
SirSlothXCI said:
[...] Fine, it's all fine and dandy that they forwarded the request to get a credit note, but why on earth are they telling me things regarding usage in July, etc. IT WAS NOT ACTIVATED YET, how can there be usage in the first place? Also, there shouldn't be any charge whatsoever. [...] Is this a system glitch or a very poor policy of billing clients for things they didn't use yet? [...]
Click to expand...

Not certain whether glitch or policy. Beware nonetheless.

Despite selecting an upgrade option to start on the beginning of August, I was charged for August *and* July. Not only that, I was charged double for July. After bringing this their attention, WA issued a credit notice but in the end shafted me out of 30 bux. Heh. Not a big deal but wondering if WA is maths challenged!
 
I got a problem with their billing too. I have the correct card details and everything is in order got money in the account.

I got a email saying I have not paid my invoices..... Logged into internet banking and they still have not charged me the 40 odd Rand. I emailed them on the weekend and only got a response yesterday. So that is like 2 working days for a response... Anyways they say the card failed with the following error:

Credit Card Attempt Failed - Client: E***** E****** UserID: 5*** Card Last Four (***9) Reason: Invalid transaction Amount: 39.61

This is the first time I have ever heard of a failed card transaction with the error being Invalid transaction Amount..... This might be a fault on their side because I have plenty of moneys in the account. I know the card would usually decline with a Insufficient funds message if there was no money.
 
Just logged into my account and see I now owe R2 from that 40GB thing they had. Money was paid and all but I see it's now outstanding.... Might be a kock up on their end..
 
This sounds bad. Every single response here have had similar issues or worse. First month with WebAfrica and the melons are already hitting the fan. Should I make a run for it or is this just my bad luck? :erm:
 
just be wary of the whole credit note thing. I was double billed one month, so they passed a credit note for the second one. both had already been deducted from my credit card. the following month, my credit card was debited again. when I contacted them, they said that i never asked for the credit note to be applied to a bill so it just sits there and i continue to get billed! i asked for the money to be refunded to my credit card. they cannot refund to a credit card, only to a bank account which they only do once a week on a friday
 
simonbee said:
just be wary of the whole credit note thing. I was double billed one month, so they passed a credit note for the second one. both had already been deducted from my credit card. the following month, my credit card was debited again. when I contacted them, they said that i never asked for the credit note to be applied to a bill so it just sits there and i continue to get billed! i asked for the money to be refunded to my credit card. they cannot refund to a credit card, only to a bank account which they only do once a week on a friday
Click to expand...

Same thing happened to me but I only found out a week later when I called in and asked why no refund to my CC yet. Took another week before I got my money.

Was with them for less than a month, really not a great ISP.
 
I was in the same boat dude, also applied for the service end of july to be activated from 1 August. I cancelled earlier this week, now the long wait till end september :(
 
Same problem here ! My invoices is a total mess ! I got billed for July although i only started on the 1st of August. Then getting billed over and over again for the same line. Then i had major problems on my one 2mb line although it was fine when i was with openweb on a 4mb line. And they just dont get back to you ! Mailed them a couple of times and only the automated response. And dont let me start on the crappy star system which is a total joke. What are my options regarding the calendar months notice ? I have already cancelled everything. Do i have to pay them another month ?

Never had such a bad experience from any vendor ever. At this stage even considering going back to Openweb !

Regards
Moonie
 
This is why I do not trust ISPs that refuse to accept EFT payments. And the whole calendar month notice thing as mentioned by someone else.
 
simonbee said:
just be wary of the whole credit note thing. I was double billed one month, so they passed a credit note for the second one. both had already been deducted from my credit card. the following month, my credit card was debited again. when I contacted them, they said that i never asked for the credit note to be applied to a bill so it just sits there and i continue to get billed! i asked for the money to be refunded to my credit card. they cannot refund to a credit card, only to a bank account which they only do once a week on a friday
Click to expand...

Yeah, I've had a company tell me that once before as well...

The response to that was "Oh well, since I'm going to the bank at lunch today, I will lodge a dispute on the full amount deducted from my credit card"... it was amazing how quickly the money was refunded into my credit card then...
 
blaaislaai said:
I was in the same boat dude, also applied for the service end of july to be activated from 1 August. I cancelled earlier this week, now the long wait till end september :(
Click to expand...

Have it escalated....I cancelled late in the month and cancellation was final end of the same month. I told them because of all the major screw ups and directly lying to me (I had the proof if they wanted) I would not be paying at the end of the month, and that I would reverse any debit order.
 
SirSlothXCI said:
Good day,

So I registered for ADSL with WebAfrica on the 31st of July and selected the option to only activate the service on the 1st of August. The website gave the all clear that nothing will be deducted from my credit card on the 31st, since the service is only active from the next month.

As the topic suggests, I've been billed for August as well as for July. So I emailed billing (which took bloody 48 hours to respond to my ticket), and they replied with this:



Fine, it's all fine and dandy that they forwarded the request to get a credit note, but why on earth are they telling me things regarding usage in July, etc. IT WAS NOT ACTIVATED YET, how can there be usage in the first place? Also, there shouldn't be any charge whatsoever.

Is this a system glitch or a very poor policy of billing clients for things they didn't use yet?

Another problem I'm having is that my credit card is not being billed whatsoever. Credit card details are correct and they still haven't deducted the original R199 from my account. Something is weird here, not that I'm complaining about that part. :whistle:
Click to expand...

Hi SirSlothXCI,

Please PM your account details so I can get our Developers to check what the cause of the problem could be.



Could everyone having billing issues PM your account details so I can get our team to assist as well.
 
I was with WA for a very brief period. I to had billing problems which were never corrected. After numerous emails and phone calls they cancelled my account but continued to bill me. Which has still not been refunded. I was cheated out of R500. It was easier to just forget and move on. I will never in my life recommend WA to anyone. That was almost 2 years ago, seems nothing has changed.
 
Well, that's it then. The replies on this post simply confirmed to me that WA billing is a total stuff-up. I moved from AfriHost last month and I gotta say, even with the minor problems I had with them, screw this. I'm heading back.

Good job WebAfrica. A client for 16 days and already I will be cancelling at month end. This is ridiculous and I won't even waste my time after I read all the various billing problems your clients are having (including myself).

You had one job.....
 
Two jobs really.

Proper internet and proper billing.
 
SirSlothXCI said:
Well, that's it then. The replies on this post simply confirmed to me that WA billing is a total stuff-up. I moved from AfriHost last month and I gotta say, even with the minor problems I had with them, screw this. I'm heading back.

Good job WebAfrica. A client for 16 days and already I will be cancelling at month end. This is ridiculous and I won't even waste my time after I read all the various billing problems your clients are having (including myself).

You had one job.....
Click to expand...

Give Plugg or Connection.co.za a go, they don't have that 30 day notice crap (cancel before the 25th) where WA do. I never had one billing issue with Plugg or Connection using my credit card.
 
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