Webafrica, charging for unwanted services

Seems webafrica is quite popluar lately, regarding issues

Mine started 3 months ago.

When signing up a new service, there is a box with additional instructions. Now when I signed up for a 10gb local account near the end of the month, think 23rd or so, I stated to cancel the account at the end of the same month.

As expected, they did not and as with 99% users out there, adsl routers stay online ( mine even has a ups on on it ), so when the new month came. I got billed again for the service. When asking them why I was billed: "Oh, you have used 6% of your cap"

Now if the instructions were followed this would not have happened as a router simply stays online/reconnects and continues using your cap if the account is active.

So support tickets were logged, mails have been sent.

Support tickets and mails have been ignored, refusal to reverse charges. 3 months later ( and still being charged for the account , which they refuse to cancel, and me not wanting to stop payment to cause issues @ bank etc. ) I send them a nasty ticket regarding to what I can, have, and still will do, if they do not cancel the account/reverse charges.

Now all of a sudden I got a response within the hour on that ticket with some sob story about being sorry and the matter will be investigated etc. yada yada ( same bull they typed 3months ago )


Funny how they reply instantly when ya threaten to do something/stop payment/change ISP.


So a fair warning to those that use that additional instruction box, prepare for being charged for services which you cannot cancel.

And if a WA person reads this, I am not interested in a free months usage as a poor excuse of compensation for this issue. Payments on accounts will be cancelled and ISP's will be changed.

Hi Zenthrax,

We do offer a function under the customer area to cancel services, this includes canceling services at the end of the month. If an ADSL account is set to be canceled at the end of the month, it should be canceled month end regardless of whether your modem is left active on that account.

Although this was not requested via the normal cancellation procedure this is no excuse for your cancellation request not being handled correctly and it is most upsetting to hear of your dissatisfactory support experience.

I sincerely apologise for the inconvenience experienced and if you would be so kind as to message me your client details I can investigate this further and ensure this issue does not repeat itself.

Thank you for your feedback.

WaDaniel said:

Hi Zenthrax,

We do offer a function under the customer area to cancel services

Click to expand...

Yeah about that, I stopped using that feature as it has only wokred a total of 5 times since I signed up with webafrica @ launchday a good few years ago ( IE7-8/Firefox/Opera/Safari ), it used to be more reliable to email suport directly, until these last several months.

There was a issue with the cancellation function a while back and we have since resolved this. All cancellation requests should be processed correctly and please notify me if you experience any issues with this.

It is clear why you would email support for cancellation requests, I would have done the same in your situation.

A while back, so for 3 years + is a while I take it

Small update.

After cancelling debit orders @ bank and threatening legal action, I got a response within 5minutes that all my accounts have been cancelled and charges were reversed.

So it seems if ya want a response from webafrica, just threaten them wth legal action.

( funny how they can cancel an account all of a sudden that used 1% of cap and couldnt do it a few months ago )

edit: Fixed typos

They helped you now without any costs to you.
Stop it now.

Without any costs ?

5 accounts i did not want which charges was not reversed for, time and effort to resolve issue.

I see costs

Everyone makes mistakes, its how they handle the solution that counts in favour of a company, I feel WA is one of the most efficient in handling its mistakes and those of their clients!

Hi Zenthrax,

Credit requests need to get passed through a manager, this may have been the cause of any delay but I am purely speculating.

I would like to have assisted you with this but I am still awaiting your client details.

If you have any outstanding concerns please feel free to message me.