WEBAFRICA TAKING CHANCES

D

diesel

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Let me explain.

In the beginning of december i called webafrica to cancel my account at the end of december and discontinue the service. Shortly after the call i recieved emails confirming the cancellation of all three my accounts.

This morning i recieved a debit order notice telling me they will be charging me for february so naturaly i call them to query this, after holding on i get told that she will get someone to call me back. 30min later i get the call and get told the reason i am being charged is because they have a voice recording of the webafrica consultant stating to me on the phone that i should have sent an email through to them to cancel the dsl line and they did not recieve the email, therefore i was billed for january and will be billed for february.

The reason i did not send the email to cancel the adsl was because shortly after my phone call with the consultant i recieved an email stating the request to cancell the account. And shortly after that i recieved three seperate emails confirming the cancellation of all three my accounts.

Ok so after speaking to a manager at webafrica i am told that i was supposed to send the request to cancell via email so they could close the dsl line with telkom but did not and that its my fault. this is bull****, i was paying for a package, adsl data + line rental so why try justify being caught with your fingers in the cooky jar by saying i shouldve this or that.

IF YOU DID NOT RECIEVE AN EMAIL THEN WHY WAS MY INTERNET ACCOUNT DEACTIVATED FOR JANUARY? , IF YOU HAD NO AUTHORISATION FROM ME TO CANCEL MY ACCOUNT VIA EMAIL THEN WHY DID YOU CLOSE ALL THREE OF MY ACCOUNTS?

WHY DID YOU SEND ME THREE SEPERATE EMAILS CONFIRMING CANCELLATION OF ALL THREE ACOUNTS?.

WHY DO I NEED TO PHONE IN TO CANCEL THE INTERNET ACCOUNT BUT I HAVE TO SEND AN EMAIL TO CANCEL THE LINE?

WHY CHARGE ME FOR THE INTERNET ACCOUNTS AND THE LINE WHEN THE INTERNET ACCOUNTS HAVE BEEN DEACTIVATED?

I have now been told to send the email to cancell the line, once they have the email they will charge me only for line rental for january and credit me for the internet access i paid for in january and did not recieve. Be sure that i will be counting the hours to when you credit me the money you TOOK.

I have been a client with you guys for a couple of years and always paid my expensive internet costs without question and to have to go through this crap is unaceptable.

FIX IT.
 
Yea, rather dodgy. At the very least you should demand they reactivate the accounts for Feb unless they can confirm a refund. I mean if they charged you while at the same time closing your accounts...that is just wrong. It doesn't matter if you sent or didn't sent anything, they can't charge for a service not provided...

Now i can understand if there is a "30 days notice" policy and they make you pay for feb BUT in any other place you still actually get what you pay for [i.e. actually being able to use the account in feb, you are paying for it afterall].
 
That is complete rubbish :( WA get your act together before I come and join you guys next month(If you drop prices by then)
 
To be honest HelloPeter spawned off MyADSL. Initially these forums were a place for us to discuss Sentech's MyWireless crappy everything!
 
moosag said:
To be honest HelloPeter spawned off MyADSL. Initially these forums were a place for us to discuss Sentech's MyWireless crappy everything!
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Plus interestingly , back in the day when HP spawned, it allowed comments to the complaints just like this [from other people, not just the company themselves]. I actually liked that more because you'd get people to almost confirm having a similar problem or even tell the person their complaint is invalid. So now HP is very restrictive with very little interaction , it's just a list of complaints now with a canned-supplier response [copy paste job].

On here at least you get a few different angles as to why the complaint is valid or invalid and such, and plus suppliers often respond on here too and if they do it's 90% of the time a "real response", because they know copy and pasting some general canned apology will only result on the entire forum climbing on that and bashing -that- instead of the real problem :)
 
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hehe, I had similar. WA have huge problems when it comes to cancelling. This is the brief account of mine...

Hi James

I have now canceled the requested [US] Reseller Starter Hosting account service.

You are able to view active services to your account by visiting http://www.webafrica.co.za/client
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Can you please confirm that I will not be billed for this?

Thanks
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Hi James

I can confirm that you will not be billed for the above cancelled service.
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Blow me down, I got charged again. I fight for a month to get my money back, after ages they just credited my account. I then had to fight even more to get them to put the money back into my account. They also forget the fact that when they debit my account I have to pay service charges. I kept asking for some form of compensation but they don't seem to like that as every time of the 3 that I suggested they might like to offer me some compensation to calm me down they avoided answering me like the plague. WA used to have all my business, now I unfortunately look every where else first before I make a last resort and use them for something. Sadly every small company that goes big has the same problem, I don't blame them though, if it was my company I would probably do the same ;)
 
It troubles me to hear that your query was not resolved for you to your satisfaction.
I am currently investigating the matter for you.

I can confirm that we do require written notice/email for an ADSL line to be canceled even on packaged deals.
We require this notice as confirmation that a customer requested cancellation in case of future disputes.

Some customers have packaged deals and only cancel there ADSL accounts, leaving their lines active with us.

Reasons for this includes changing ISP's or ADSL availability in their area.
(where customers might not get ADSL on there exchange again if they re-apply due to lack of available ports)

It is for this reason that the consultant advised you to send us an email requesting cancellation of your line to which you agreed.


The confirmation emails you received were indeed for the ADSL accounts and not for the ADSL line.
I have also listened to the call recording again and can confirm that the consultant did indeed explain to you that we require written notice to which you agreed to provide.

We have since received your cancellation request and it has been processed by our DSL complete department to Telkom.

In light of this the ADSL manager whom you spoke to also advised me that the invoice for February was reversed and your debit order removed.
Also we will be refunding your account with the agreed amount.


I will call you shortly to advise you on the procedure.
 
WAangelo said:
It troubles me to hear that your query was not resolved for you to your satisfaction.
I am currently investigating the matter for you.

I can confirm that we do require written notice/email for an ADSL line to be canceled even on packaged deals.
We require this notice as confirmation that a customer requested cancellation in case of future disputes.

Some customers have packaged deals and only cancel there ADSL accounts, leaving their lines active with us.

Reasons for this includes changing ISP's or ADSL availability in their area.
(where customers might not get ADSL on there exchange again if they re-apply due to lack of available ports)

It is for this reason that the consultant advised you to send us an email requesting cancellation of your line to which you agreed.


The confirmation emails you received were indeed for the ADSL accounts and not for the ADSL line.
I have also listened to the call recording again and can confirm that the consultant did indeed explain to you that we require written notice to which you agreed to provide.

We have since received your cancellation request and it has been processed by our DSL complete department to Telkom.

In light of this the ADSL manager whom you spoke to also advised me that the invoice for February was reversed and your debit order removed.
Also we will be refunding your account with the agreed amount.


I will call you shortly to advise you on the procedure.
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Now that looks like a copy paste job :P
 
boswald said:
Now that looks like a copy paste job :P
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That looks like someone who has actually investigated the matter and gotten his facts and stated his points clearly. He has mentioned everything specific to the original complaint, hence no "ctrl c + ctrl v"
 
Also, whilst i don't doubt you feel hard done by etc, if you really felt you had a case, in fact everyone who comes to complain on these forums about having been done in by so and so, sue these people. Otherwise to me it seems as if you are simply making a racket to be seen, but don't really have a case. If your case was so solid, sue the company and show others that it pays to sue. Because Joe Public often does get screwed and does nothing and the companies know that Joe does nothing, so they keep screwing him. It's not right, but can you blame them if no one is going to fight back. It's typical bully mentality, klap him back once and show him you are not scared, and it won't happen again.

Stand up and fight back. You want service to improve in SA in all sectors, then start fighting back, legally. Don't sit in an armchair and gripe, do something about it. Otherwise rather keep it to yourself.
 
DenSweep said:
Also, whilst i don't doubt you feel hard done by etc, if you really felt you had a case, in fact everyone who comes to complain on these forums about having been done in by so and so, sue these people. Otherwise to me it seems as if you are simply making a racket to be seen, but don't really have a case. If your case was so solid, sue the company and show others that it pays to sue. Because Joe Public often does get screwed and does nothing and the companies know that Joe does nothing, so they keep screwing him. It's not right, but can you blame them if no one is going to fight back. It's typical bully mentality, klap him back once and show him you are not scared, and it won't happen again.

Stand up and fight back. You want service to improve in SA in all sectors, then start fighting back, legally. Don't sit in an armchair and gripe, do something about it. Otherwise rather keep it to yourself.
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For how much are you gonna sue? Your lawyers are gonna cost more than you will actually get out. Idiot!
 
rules is rules. If you were asked to send an e-mail to confirm written cancellation of the account and you didn't... you only have yourself to blame.

Thread Fail.
 
What Gary said... you should have given written notice and yes, WA cancelled your DSL accounts - but they appear to be taking care of that. So we're left with the DSL line which you didn't cancel by writing which they did inform you of. Eh.

/thread.
 
Fair enough i did not give the written notice but you might have missed my arguement , i was sent confirmation of the account being cancelled. This confused the situation making me assume the account was closed so i was not sure about the email and left it. That still doesnt excuse debiting me for the line and the internet accounts closing the internet account. ??

But the reason i posted here is simply because WA decided to try put the blame on me and not take responsibility instead it became a matter of you didnt do this or that when a simple sorry sir there was a mistake and we will sort it out woulda done. And yes after i made a noise WA has responded and i am assured this will be fixed and thanks to this hopefully they will make sure this is the last time this happens to anyone.
 
the normal procedure would be to log a support ticket or phone them to cancel , but most isps require a written letter or email or 30 days notice
 
ThatOtherGuy said:
For how much are you gonna sue? Your lawyers are gonna cost more than you will actually get out. Idiot!
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Then include the damn costs into settlement. If your case is watertight, it can be done.

You are missing the point. To merely go online and rant, while maybe being good for your soul, isn't always going to resolve your problem. We as South Africans always take things lying down and never actually stand up and fight back. I'm guilty of this too, but we really shouldn't tolerate bad service from any industry. There are a few companies out there that really do strive to help the customer, but many simply don't care enough because they know we have no other choice than to use their services. Maybe suing isn't the only option, but we need to be able to also scare these okes.

I'm just saying, we need to find ways of being able to fight back. Sue, legal letters from lawyers, whatever.
 
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