Absolutely disgusted by your service

To whom it may concern,

Around the first week of December 2020, I app**** online for fibre installation. I only received feedback regarding that installation in the first week of January 2021, super frustrating to say the least, however, I realised there were 2 parties involved when it comes to that installation.

Needless to say, the installation finally happened on the 19th of January 2021. The router was delivered, installation done by Vumatel and I received the following object number: VT-SN-OB-1673

All that was outstanding was activation of the line, which, from my understanding and communication through Vumatel, is the responsibility of MWEB. MWEB promised activation with 48hrs!! It is now the 28th January 2021!!!!

I have been trying to contact MWEB to discuss the matter for over a week and I'm put on hold for over 30 minutes at a time and I still get no response, to a point when I feel I cant hold anymore. I can only imagine the amount of airtime spent trying to get through to a call centre that is clearly not interested in customer service.

I did finally get through to someone today, and yes, after a 20 minute wait!!!! Really MWEB??? Is this the service levels I'm to expect???? In this day and age????

The consultant was as helpful as to what her mandate allows, which is an escalation! I cant speak to a manager, I cant get a solution, I dont get an apology with regards to my disservice! The reference number is : MWB***8

And yes I still dont have an active line!!!

I am so disgusted by the service levels, lack of urgency and total disregard for customer satisfaction. I would like to cancel this order with zero financial impact. I would rather get the same package deal from Telkom for R250 less. This is totally unacceptable and I expect a response and a solid solution soonest!!

Regards, Jabu