Hi
I just want to warn anyone thinking of using Webafrica of the experience I have had so far with them on Vumatel.
I signed up before the 31 March 2017 so that I could qualify for the special of free install, connect and 2 months free. I confirmed with them over the phone that if I did activate this month it would not impact my free two months.
I activated the line this Friday as the Vuma install is done (24 March 2017)
I then received an email from them showing that I have been billed 1099 and then credited 1099. This made me suspicious regarding what I was told and that the first month’s credit had now been used.
I phoned them this morning to discuss this with the billing department, they told me my account is not active (facepalm), even after explaining to them that I am using the data. They tell me my account is only active once I receive the router. They then transfer me to operations, I hung up after waiting on the call for 30 minutes.
I phoned them again to speak to a sales agent, go through the whole explanation again only to be told this is not how it works. They tell me a different story that you start paying the moment that Vumatel activates your line (Again this cannot be correct as you first need to receive the router). I then ask to speak to someone senior and get told I will have to wait for 24 hours.
Every time I call them or get transferred it takes between 10 - 30 minutes.
In frustration I tried to cancel on their website.
From their own website
Cancellations
Cancellations must be done using the Customer Zone.
Please note that by default we require one full calendar month's notification of non-renewal. If you do not provide this notice, you will be charged the rate stipulated on the relevant product page for the next renewal term. To illustrate, for non-renewal to be effected at the end of May, notice of non-renewal must be received on or before the last day of April. There are no refunds on a la carte services.
Log into my account to cancel, when I cancel this pops up.
-------------------------------------
You have chosen to cancel: Uncapped 50/50Mbps Fibre
We would like to understand why you are cancelling your service with us. To process this cancellation, you will need to do the following:
1 Call us on our dedicated cancellations line - 0860 009 558 Monday to Friday 8am - 6pm
2 Provide the following:
Your customer code: xxxxx
The name: Uncapped 50/50Mbps Fibre, and ID: xxxxx, of the service you wish to cancel.
-------------------------------------
I cannot tell you how painful this experience has been, do not be lured in by the offer of free install and free months
I just want to warn anyone thinking of using Webafrica of the experience I have had so far with them on Vumatel.
I signed up before the 31 March 2017 so that I could qualify for the special of free install, connect and 2 months free. I confirmed with them over the phone that if I did activate this month it would not impact my free two months.
I activated the line this Friday as the Vuma install is done (24 March 2017)
I then received an email from them showing that I have been billed 1099 and then credited 1099. This made me suspicious regarding what I was told and that the first month’s credit had now been used.
I phoned them this morning to discuss this with the billing department, they told me my account is not active (facepalm), even after explaining to them that I am using the data. They tell me my account is only active once I receive the router. They then transfer me to operations, I hung up after waiting on the call for 30 minutes.
I phoned them again to speak to a sales agent, go through the whole explanation again only to be told this is not how it works. They tell me a different story that you start paying the moment that Vumatel activates your line (Again this cannot be correct as you first need to receive the router). I then ask to speak to someone senior and get told I will have to wait for 24 hours.
Every time I call them or get transferred it takes between 10 - 30 minutes.
In frustration I tried to cancel on their website.
From their own website
Cancellations
Cancellations must be done using the Customer Zone.
Please note that by default we require one full calendar month's notification of non-renewal. If you do not provide this notice, you will be charged the rate stipulated on the relevant product page for the next renewal term. To illustrate, for non-renewal to be effected at the end of May, notice of non-renewal must be received on or before the last day of April. There are no refunds on a la carte services.
Log into my account to cancel, when I cancel this pops up.
-------------------------------------
You have chosen to cancel: Uncapped 50/50Mbps Fibre
We would like to understand why you are cancelling your service with us. To process this cancellation, you will need to do the following:
1 Call us on our dedicated cancellations line - 0860 009 558 Monday to Friday 8am - 6pm
2 Provide the following:
Your customer code: xxxxx
The name: Uncapped 50/50Mbps Fibre, and ID: xxxxx, of the service you wish to cancel.
-------------------------------------
I cannot tell you how painful this experience has been, do not be lured in by the offer of free install and free months
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