WebAfrica Billing Nightmare

M

MusherSA

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Sep 21, 2006
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Location
Hilton, KZN
I have seen a few threads regarding the poor billing system at WebAfrica. My tale of woe is very similar. I stopped hosting with them about 2 years ago and they continued billing me for a few months. I managed to get that refunded after several e-mails to the accounts department.

I now cancelled my 3Gig Saix account with them in May when moving to FNBConnect and they have done it again. 3 months of over billing and I am still having to fight to get refunded. Their excuse: a back log of credit notes. Wow what a surprise!

So just a note of warning, I won't be returning to them at all and I suggest you keep a wary eye on your credit card statement if you terminate a month-to-month agreement with them.

Viva FNBConnect and prepaid.
 
They did the same to me over a small 30GB local account. When i refused to pay for the service I wanted them to cancel they threatened to blacklist me (some credit card thingy) im only 16.
 
Well I just got knocked for a R1.5k BILL BY THEM!

I mean WTF! Is it my fault they cant bill for ****!
 
Hi guys,

Please message me your client details and I will gladly investigate your billing frustrations and apply credit where necessary.

I apologise for any inconvenience and I hope we can work together to get this resolved.
 
Hi Blaze786,

Thanks for the PM, as per our phone conversation, this was an issue where your services were requested to be canceled after month end and everything should now be resolved :D
 
I cancelled with them last week and they confirmed that my 10gig account will cancelled on the 30th of September. Guess what? I got billed for October(and September). When I called, they said that the cancellation came tooo late to stop the debit order, so they will be refunding me today or early next week. We'll see and listening to you guys, I fear my debit order will not be stopped for months.
 
WaDaniel said:
Hi Blaze786,

Thanks for the PM, as per our phone conversation, this was an issue where your services were requested to be canceled after month end and everything should now be resolved :D
Click to expand...

Um... The debit order went off so there for its not fine?
 
Canceling after month end

Blaze786 said:
Um... The debit order went off so there for its not fine?
Click to expand...

Debit orders are automatically run on the first of every month, your cancellation request was sent after the billing was triggered, I have however requested a credit note.

Please note we require notification of non-renewal at least 2 business days prior to the renewal date. If you do not provide this notice, you will be charged for the next terms rate.

Please PM me if you have any further concerns and I will gladly contact you.
 
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Well let me join this thread!!

I can add myself to this list of billing mistakes so called. LIESSSSS

I have being billed for 2 months now for accounts that have being closed.


WA is really building a good brand for themselves here!
 
WaDaniel said:
Debit orders are automatically run on the first of every month, your cancellation request was sent after the billing was triggered, I have however requested a credit note.

Please note we require notification of non-renewal at least 2 business days prior to the renewal date. If you do not provide this notice, you will be charged for the next terms rate.

Please PM me if you have any further concerns and I will gladly contact you.
Click to expand...

I have PM'd you... Please advise...
 
WaDaniel said:
Debit orders are automatically run on the first of every month, your cancellation request was sent after the billing was triggered, I have however requested a credit note.

Please note we require notification of non-renewal at least 2 business days prior to the renewal date. If you do not provide this notice, you will be charged for the next terms rate.

Please PM me if you have any further concerns and I will gladly contact you.
Click to expand...

I can understand the whole, you have to cancel before a certain period for your debit orders. So it's understandable that one month gets billed for after cancellation.

What I can't understand is why people are getting billed for 2 or more months after cancellation? You are only addressing half the issue here by saying you have to cancel before so and so date. But what about the others getting bills 2 months or longer than a specific date?

Although I might not be one that got over billed because I chose the EFT route, I'd hate to see what would have happened if I chose to pay via debit order. Not to mention that this will highly influence my decision to use your services again in the future.
 
ThatOtherGuy said:
I cancelled with them last week and they confirmed that my 10gig account will cancelled on the 30th of September. Guess what? I got billed for October(and September). When I called, they said that the cancellation came tooo late to stop the debit order, so they will be refunding me today or early next week. We'll see and listening to you guys, I fear my debit order will not be stopped for months.
Click to expand...

I had a similar issue. Cancelled my 10 Gig IS Local account towards the beginning of September through the web interface only to be billed for it again at the end of September. So I log into the WA client area to find that the relevant account's status has been changed back to active :eek: :confused:

They've notified me that a credit will be passed so we'll see.

I've been using them for a while for local cap and to date haven't had many issues, but they are getting a bad reputation, publicly, for constantly messing up billing info / account cancellations which is a little sad seeing as their service to date, has been very good (for me at least).
 
I had a similar problem, canceled one of my accounts with them, got confirmation on the 12th Sep that it would be canceled end of the month, received my bill for October on the last day of the month and it had that canceled account on it. Logged a support/billing call immediately in the morning, heard nothing back so in the afternoon 4pm I called them and they sorted it out over the phone.

So yes billing system sucks, support via email sucks, but telephonic support is excellant!
 
An update:

WaDaniel contacted me on the 2nd and assured me things will be sorted out and I will receive my refunds. As yet no credit notes on my CC and no new statement of account.

Let us hope he is as effective as he is courteous.
 
Thanks to Daniel's assistance I have now been refunded for the over-billing.

Let us hope that they spend some time and effort sorting out their billing gremlins and that their new network isn't plagued by the same inefficiencies!
 
Hi Guys,

@MusherSA, Thanks for your feedback. We are currently in the process of fine tuning our new Tier 1 network, this can only leave room for improvement. I hope you signed up for a free 10 gig trial account :D

Some of these issues are related to services being canceled at the end of the month once billing has already triggered, hence a credit note needs to be issued, unfortunately there is a delay in credit processing as this naturally needs to be run through management.

I believe there was previously intermittent issues with the cancellation function under the client area which should be resolved, please inform me if you experience otherwise.

As for the cancelations requested telephonically or via email within the cut off date but yet were still billed afterwards, this may admittidly have been human error but I would need to investigate further as this is purely speculation.

If you have any outstanding queries or concerns, please be so kind as to PM me your client details along with your query and I will gladly investigate further.

Thanks for all your feedback.
 
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Once again this thread lives on!! To be honest I've had enough!!

One wonders if WA actually makes it a priority to sort out their billing system?!?


WaDaniel said:
Hi Guys,

....
I believe there was previously intermittent issues with the cancellation function under the client area which should be resolved, please inform me if you experience otherwise.
....
Click to expand...

So if this problem has been sorted out can you please explain why I got billed this morning for an account I cancelled in September? That's not the worst of it....

My cap ran out on the ONE , paid for, local account I have with you...then I purchase another local account to carry me till the end of the month only to be billed AGAIN for the capped account I paid for on 1 October + the September cancelled account :confused: + the new account I actually wanted. COME ON GUYS this REALLY isn't that hard to fix!!!! :eek::confused:

This is the last month I'll be using your services! It's gotten absolutely ridiculous now!!!
 
Hi Chavez

Tweaking the billing system is most definitely our top priority.

Could you please PM me your details so that I may investigate your query.

I apologise for the inconvenience and hope to resolve the situation speedily.
 
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