25-Year Loyal Customer – Mailboxes Deleted Without Notice & No Support

I have been a loyal MWeb customer for over 25 years, and I am deeply disappointed by the service I’ve received recently.

Over the past weekend, five of my important email mailboxes were deleted without any prior warning, notification, or consent. This occurred following a product change made nearly two months ago — yet there was no indication at the time that this change would result in permanent data loss.

Since discovering the issue, I’ve contacted multiple departments (Sales, Technical, Customer Service) and requested a manager callback, which I was told would happen within 24 hours. More than 48 hours have passed and I have received no resolution, no feedback, and no return calls.

I have a case reference (MWB***4), but that’s the only acknowledgment I’ve received — and only via an automated response. My trust in MWeb has been severely damaged, and I now question whether customer loyalty means anything to this company.

I am requesting:

Immediate action and recovery plan. An explanation from a senior representative. Compensation or remedial steps for the data loss and distress caused. If I don’t receive a proper response urgently, I will escalate this matter to ICASA and explore other regulatory avenues.

Shocking service for a provider I trusted for over two decades.