Problem cancelling from WEBAFRICA

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BartonFink

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HI all - just thought that i needed to inform the rest of the forums about the absolutely shoddy service i'm getting from WEBAFRICA billing/cancellation dept.

I informed them on 30 July (giving one month's notice) that i wish to cancel. Got an e-mail on the same day saying that my account would be cancelled at the end of August. Here we are at the end of September and i am still getting nasty e-mail saying that i need to pay them for September. I have phoned them on numerous occasions. Spoke to the likes of Joleen Piers, Nomvula Manzothana and someone called Louis ... all promised that they will get my account cancelled. Apparently the cancellation request was sitting with someone in management to 'approve'. All to no avail ... All i can say is thankfully they are *not* on debit order.

So please people be aware it's easier to cancel you life than it is to cancel your WEBAFRICA account.
 
we had exactly the same experience with 2 seperate accoutns with them. you cancel it, they cancel with immediate effect, (tough luck for u if u havent downloaded all ur stuff) but they keep sending snotty emails about all kinds of stuff as if you're their customer still. took me more than a week to get 2 domains trf'd away from them as well. should call them self ISP4LIFE instead, at least that way u will hav ebeen warned that its not a short term thing!
 
@albert123

I am sorry to hear that you were not provided time to download your websites files, we temporarily suspend all canceled hosting accounts to accommodate re-activation for these exact situations, its upsetting to hear that you were not informed of this.

Can I kindly request you message me your client details as I would like to follow up on why you were not given the support we strive to provide.

Thanks for bringing this to our attention.
 
naught u guys finally seem to have stopped contacting me. I have managed to sort all my stuff out by now and really the only thing I would want from webafrica if you want to help so badly is the fact we prepaid for 3 months and moved our services for both accounts after only about 1 month ( i know, what a waste) but we figured maybe webafrica could use that for something... so no worries mate, jhust figured I would also warn people about the 'commitment' levels of webafrica :)
 
@BartonFink

This is certainly most troubling to hear.

Can you please message me with your client details so that I can investigate this further.

I appreciate you bringing this to my attention so that we can correct the problem.
 
Please do keep us updated regarding this thread.
I would like to know what happens.

Much appreciated.
 
@albert123

Thanks for the feedback :D

@WHLuke

Once I receive BartonFink details and have run an investigation, I will gladly update this thread.
 
Upon further investigation it seems the system used to cancel your service did not update the status of your particular package and therefore the invoices and billing was automatically triggered. We have applied credit for the incorrectly billed month.

We would like to apologise for the delay in cancellation and thanks to your feedback we were able to identify the issue and rectify it.

We hope we can put this behind us and going forward, we will have the opportunity to provide our usual level of high-quality service.
 
+1 for WA for speedy forum response here. credit where it's due.
 
I've had nothing but exceptional service from their billing department over the last four years or so.

It pays to reply with a 'thank you xxx'.
 
hilton said:
It pays to reply with a 'thank you xxx'.
Click to expand...

Good point

I must say my last experience of billings was good. On Wednesday afternoon I phoned billings to downgrade from 5 gig to 1 gig and the next day I have my invoice with the correct amount reflected. Well done and thank you Melanie at WA Billing
 
Why provide a cancel service button when it does not work? I need to cancel my 1 service and cannot as I get an error screen?
 
fionab said:
Why provide a cancel service button when it does not work? I need to cancel my 1 service and cannot as I get an error screen?
Click to expand...

maybe its still being fixed since.... but i'm quite sure WAmariet said it was sorted out. in any case cancel via the X and then log a ticket, what more can you do ?
 
fionab said:
Why provide a cancel service button when it does not work? I need to cancel my 1 service and cannot as I get an error screen?
Click to expand...

It's been like that for years although it may just be Firefox and I refuse to use Internet Exploder.

Anyway, I just submit a support ticket straight through to the billing department and they are the quickest to respond.
 
hilton said:
It's been like that for years although it may just be Firefox and I refuse to use Internet Exploder.

Anyway, I just submit a support ticket straight through to the billing department and they are the quickest to respond.
Click to expand...

I've complained to them about it for ages every time I opened a support ticket to have it cancelled manually. Eventually I just gave up on WA and took my credit card elsewhere. I'm really not surprised that the OP had problems cancelling an account, yet people still give WA a thumbs up for responding so quickly on the forum, instead of still being peed off for still having troubles like a single button not working as it should, for +- a year.

The only account I have left with them is my prepaid account, since at least that works 100% and is quick to topup.
 
Praeses said:
The only account I have left with them is my prepaid account, since at least that works 100% and is quick to topup.
Click to expand...

Me too. But once I've used up my last remaining MB's I'll be using Afrihost prepaid at R49/Gig, that's R21/gig less than WA prepaid.
 
Gatecrasher said:
Me too. But once I've used up my last remaining MB's I'll be using Afrihost prepaid at R49/Gig, that's R21/gig less than WA prepaid.
Click to expand...

I'm hoping that WA will be dropping the prepaid price once they have their T1 up and running.
 
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