WebAfrica E-Mail Warning

[Byte]

would be nice of the account cancelation button actually worked. I went the support ticket line route.

I agree with this.

Web Africa, please fix this problem. Canceling an account online does not work.

Yes, you can email support to cancel the account, but the last time I did this, they confirmed the account was canceled, but it wasn't and I was charged again the next month.

Can't seem to win.

Anyway, I hope Mariet is right about this particular billing problem being sorted out.

 

[Rubberpigg]

It stated "Please be aware", not "Please beware".

I must be getting Dyslexia.
I was sure it said "Please beware"
Sorry about that.
My mistake.

 

[wamariet]

If account cancellations are sent to our mailing lists preferably at least 10 days prior to month end, we can ensure the billing for the following month does not run.
Cancellations may be sent to [email protected] as an additional precaution to ensure your billing is seen to as well as the specific service being canceled.

As mentioned our systems are currently in for quite a hefty overhaul here and there and the cancellations mechanism is one of the things we'll be focusing on.

 

[Kalvaer]

<Scratches his head>

Am I right or wrong, or are people complaining about having 7 days to pay for pre-paid internet access?

 

[Freshy-ZN]

Something like that yes.

 

[MrG]

Thanks for your answers wamariet.

@Kalvaer.

Indirectly yes. The system in the past was rather convenient where we had a longer period to pay outstanding amounts. Usually 30 days, for the current time switching to debit order seems to fix that. I have no problem paying I just don't want to make 50 purchases in a month.

However I understand they way WA is going so I'll sit back and watch for now while things continue to change.

 

[Kalvaer]

Indirectly yes. The system in the past was rather convenient where we had a longer period to pay outstanding amounts. Usually 30 days, for the current time switching to debit order seems to fix that.

I've always used my credit card for my WA accounts, so never had a problem..

Well almost I will admit that last month my bank lost my new company credit card. I didn't think anything of it, until I noticed half way through the month that my companies WA account was in arrears. I felt really bad about it and asked the accounts department to transferthe funds over ASAP until my card arrived and switched it over.

 

[Byte]

If account cancellations are sent to our mailing lists preferably at least 10 days prior to month end, we can ensure the billing for the following month does not run.
Cancellations may be sent to [email protected] as an additional precaution to ensure your billing is seen to as well as the specific service being canceled.

As mentioned our systems are currently in for quite a hefty overhaul here and there and the cancellations mechanism is one of the things we'll be focusing on.

Because of the online cancelation feature has not been working for many months, I canceled the account with billing and because you now charge in advance for accounts, I had already been charged for the next month, so I requested a refund. (which I received) But I was then charged for the same account the next month as well. So it was clearly a mistake on part of billing and not because I canceled the account less than 10 days prior to the end of the month.

Anyway, I'm tired of continuous WA problems, so like many others I'm moving most of my business elsewhere.

 

[stocksie]

Over the last 12 months have spent R100,000 with WA and maybe had 2 problems with accounts which were sorted out in minutes via a support ticket.

 

[Byte]

Over the last 12 months have spent R100,000 with WA and maybe had 2 problems with accounts which were sorted out in minutes via a support ticket.

Count your blessings.

I really hope you manage to dodge the WA billing bullets.

 

[onlyme]

Just a quick update, I had a further discussion with Mariet about the account yesterday in the end everything was handled to my satisfaction.

Thank you Mariet.

This is the second time you've restored my faith in WA after a billing issue.

 

[Kalvaer]

Anyway, I'm tired of continuous WA problems, so like many others I'm moving most of my business elsewhere.

Each to his own I guess. But I dont think that there are as many of you moving over as you might think.

I can understand that some people are concerned because things have changed from previously, but come on. Read the emails that are sent well in advance.

Its also PRE PAID people.. You pay before you use it. I'd like to see Vodacom/MTN/ETC clients go pick up a "pre-paid" voucher at a store and tell them they will pay next week with a big order.. yeah right Only people who do that MIGHT be big corporate companies, and if you are spending as much as you would like us all to believe, then I am pretty sure a quick email to WA would be able to sort something out for the big spenders

 

[Abe]

Its also PRE PAID people.. You pay before you use it. I'd like to see Vodacom/MTN/ETC clients go pick up a "pre-paid" voucher at a store and tell them they will pay next week with a big order.. yeah right Only people who do that MIGHT be big corporate companies, and if you are spending as much as you would like us all to believe, then I am pretty sure a quick email to WA would be able to sort something out for the big spenders

Actually it's not really about pre-paid at all. It's about a solution where people use 8GB or 12GB in a month on average and there is no package to cater for this requirement so the account needs to be "topped up". The problem is that the only way the WA give customers that facility is Pre-paid. I prefer the Neotel option where one can go a little over your cap for 8c a meg or something like that. It's far more convenient.

 

[roguemat]

* A cancelled account was still billed (and a debit order drawn for the amount) for the following month

Same has happened to me about 3 days ago. And Ive contacted them tons of times and they said ok now its cancelled. Until i got the legal action email and just paid the R130 that I DIDNT owe. (lol and another billing for R1 which was also a prepaid account so i dont get how that works)

Mr web africa, how the freak does this happen? I would much rather have avoided running out of petrol today. thanks.

EDIT: I, and any one I can influence, have moved away from WA to axxess(which always has had top notch support(hold thumbs)). Not anywhere near the amount of cash u guys are talking about, but still

 

[MrH]

As far as I'm concerned WA and Axxess are the "top dogs" in SA as far as ISPs go, they both have their pros and cons but overall the only 2 ISPs worth considering here in SA.

 

[Kalvaer]

Problems happen with all ISPs Need I mention Mweb at all?

Between my company accounts, my home usage, and my Wife, I sometimes use about 15-30 gigs a month, I've never had a problem with billing (other than my own fault for not paying a bill) It just comes straight of the credit card.. no questions asked. I then just do an interaccount transfer for the amount into the credit card, and its all square again.

I've also tried axxess but their support back then was pretty much non-existant. Also tried some of the others and Hell.. I still get a month reminder from telkom about my adsl account that doesn't exist anymore, just like my openweb one... They all have their ups and down moments

 

[Dean]

WA rock

While I appreciate your feeling hard done by as a loyal, high spending customer, I must say that as a not-as-high-spending customer, I have also had my ups and downs with WA.

The lowest point being 3am on Sunday morning - but they know about that already from my previous thread.

Anyway, the point I'm trying to get at is that EVEN with how WA inconvenienced me over the weekend, and how they may have inconvenienced me in the past, I would STILL not move away from WA.

Their support team is, most certainly, industry-leading. Their products are innovative and well-priced.

To those who dropped them after one problem - YOUR LOSS. Enjoy the heartache to come from your newfound ISP. Trust me, in our quality-service-starved-tip-of-Africa, it doesn't get better than WA.

 

[onlyme]

...
Their support team is, most certainly, industry-leading. Their products are innovative and well-priced.

To those who dropped them after one problem - YOUR LOSS. Enjoy the heartache to come from your newfound ISP. Trust me, in our quality-service-starved-tip-of-Africa, it doesn't get better than WA.

And that is probably part of the "problem", As customers of WA we tend to expect more, odds are that these kinds of issues with other ISP's would not have triggered this kind of response.

With WA when things go slightly wrong there is allways a big thread like this one on this forum, it's probably not entirely fair, but it's just the way it is, we've come to expect a high level of service from them.

 

[Empie]

Pardon me for having a huge blond moment, but I do not quite yet understand how pre-paid works with a debit order.

Lets say I buy a Gig on the 12th of the month, and I have a debit order... Will it go off immediately? Or only on the 1st of the next month?
If the last is the case, how does the 7 Day Term come in? Since its going to be 19-20 days until the 1ste?

 

[wamariet]

Hi Empie,

Please read the below, the line to focus on is...

[NB. This does not apply to Debit Order and Credit Card clients unless they are to fall behind in payments due to bounced debit orders or unsuccessful credit card payments.]

From the Billing point of view I would like to clarify our new cycle that came into effect 1 March 2009.

Standard and Extended Terms Explained

Standard Term Clients:

* Invoices are due on Presentation Date
* Client has 7 days to make payment


NB. The 7 Day Balance listed on client accounts must always have a R0.00 balance to be enabled to add further prepaid or new services to their accounts.


Extended Term Clients:

* Invoices are due 30 days from Invoice Presentation Date
* Once an invoice is 30 days old, the client has an additional 7 days to make payment for that invoice. Thus in fact granted a total of 37 days to make payment.


NB. The 30 Day Balance listed on client accounts should always have a R0.00 balance to be enabled to add further prepaid or new services to their accounts.

Please Note: These balances have now been updated to display accordingly within the client services area.


NB. By default all clients are Standard Term clients.

To qualify for extended terms one should have an Average Monthly Spend of R2000+
__________________________________________________ ______________

Taking the above into account..

If a client is to have domain renewals go through on the 10th of a month, or purchase prepaid on the 10th for that matter, those invoices will be due on the 10th of the following month. However, they will be granted leeway to pay those invoices by the 17th of the following month.

Our cycle: [These dates may change in accordance to the calendar month]

7th of a Month - Friendly Reminder
14th of a Month - Suspension Warning
16th of a Month - Final Suspension Warning
18th of a Month - Suspension Notice [Actual Suspension is processed]

Taking the above scenario and the cycle into account..

The Friendly Reminders only gets sent once the balance reaches 37 days.
The Suspension warning 7 days later, causing the balance to become 44 days old.
The Final suspension warning 2 days later, causing the balance to become 46 days old.
Thereafter (2 days later) the suspension takes place, and at this time the balance is 48 days old...

NB. This does not apply to Debit Order and Credit Card clients unless they are to fall behind in payments due to bounced debit orders or unsuccessful credit card payments.

Have a nice evening!