RvdM
Rachelle van der Merwe
1 reviews | Active since Oct 2020
12 Mar 2026, 15:36
Absolutely shockingly bad service - stay away from MWEB!
Absolutely shocking service. We've been with them for decades, but switching immediately. They stopped sending invoices 4 months ago, increased the monthly rate without notification and then cut us off without notice because we owed them the increase (R200.05) for 1 month. We then spend 3 hours in line waiting for a call centre representative. She told us to pay the R200, email the proof of payment and call again to be reconnected. Not wanting to spend another 3 hours in the queue, we asked the agent to stay online and confirm receipt of our emailed proof of payment. She confirmed the receipt and said we will be reconnected within 30 minutes. It is now 4 hours later, I've been holding for an hour and am 4th in line so probably have to hold for another hour if they don't cut me off. Infuriatingly, the "holding" voice keeps on saying one can add proof of payment to the app, but there is no such functionality. Do not go anywhere near this company! We're switching today - anywhere else will be better.
Helpful (0)
Replies (8)0
Replies (8)
Mweb's replyOfficial
12 Mar 2026, 15:44 Good day, Rachelle. Thank you for sharing your experience and for your patience throughout this situation. We understand how frustrating it must be to go through such delays, especially after waiting on the line and following the instructions to get reconnected.
We’ve located the reconnection request under reference MWB***2. To help things along, we’ve escalated this to our Finance Team so they can review your request and assist with the reconnection as quickly as possible. They will notify you immediately once it has been completed.
We truly appreciate your patience while the team works on this, and we’re committed to ensuring your service is restored without further delay.
Kind regards, Mweb Team
We’ve located the reconnection request under reference MWB***2. To help things along, we’ve escalated this to our Finance Team so they can review your request and assist with the reconnection as quickly as possible. They will notify you immediately once it has been completed.
We truly appreciate your patience while the team works on this, and we’re committed to ensuring your service is restored without further delay.
Kind regards, Mweb Team
Mweb's reply12 Mar 2026, 15:44
Official
Good day, Rachelle. Thank you for sharing your experience and for your patience throughout this situation. We understand how frustrating it must be to go through such delays, especially after waiting on the line and following the instructions to get reconnected.
We’ve located the reconnection request under reference MWB***2. To help things along, we’ve escalated this to our Finance Team so they can review your request and assist with the reconnection as quickly as possible. They will notify you immediately once it has been completed.
We truly appreciate your patience while the team works on this, and we’re committed to ensuring your service is restored without further delay.
Kind regards, Mweb Team
We’ve located the reconnection request under reference MWB***2. To help things along, we’ve escalated this to our Finance Team so they can review your request and assist with the reconnection as quickly as possible. They will notify you immediately once it has been completed.
We truly appreciate your patience while the team works on this, and we’re committed to ensuring your service is restored without further delay.
Kind regards, Mweb Team
RvdM
Rachelle van der Merwe's updateReviewer Update
12 Mar 2026, 16:47No need Mweb Team - I've requested cancellation and will be rid of you 30 April. It's been too many nightmarishly long holds for customer service over many years. Your shockingly insufficient communication and two wasted days holding for you this time round was just the final straw. I believe that you should cease to exist if you do not improve your service.
RvdM
Rachelle van der Merwe's update12 Mar 2026, 16:47
Reviewer Update
No need Mweb Team - I've requested cancellation and will be rid of you 30 April. It's been too many nightmarishly long holds for customer service over many years. Your shockingly insufficient communication and two wasted days holding for you this time round was just the final straw. I believe that you should cease to exist if you do not improve your service.
Mweb's replyOfficial
12 Mar 2026, 16:55Good day, Rachelle. Thank you for sharing your experience with us. We’re genuinely disappointed to see you leave, especially after such a long relationship with us. We completely understand how exhausting and frustrating repeated long holds and communication challenges can be, and it’s clear this experience has reached a breaking point for you. Your feedback is extremely valuable, and we’ll be sharing it with our customer journey team so that improvements can be made to prevent situations like this in the future. We truly appreciate the time you’ve spent with Mweb and the insights you’ve shared along the way.
Kind regards, Mweb Team
Kind regards, Mweb Team
Mweb's reply12 Mar 2026, 16:55
Official
Good day, Rachelle. Thank you for sharing your experience with us. We’re genuinely disappointed to see you leave, especially after such a long relationship with us. We completely understand how exhausting and frustrating repeated long holds and communication challenges can be, and it’s clear this experience has reached a breaking point for you. Your feedback is extremely valuable, and we’ll be sharing it with our customer journey team so that improvements can be made to prevent situations like this in the future. We truly appreciate the time you’ve spent with Mweb and the insights you’ve shared along the way.
Kind regards, Mweb Team
Kind regards, Mweb Team
RvdM
Rachelle van der Merwe's updateReviewer Update
12 Mar 2026, 17:36Warda from Billing took my cancellation request (MWB******4) and said that Cancellations will send the confirmation to me. I have not yet received it. Can you please ask them to email it to me as promised.
RvdM
Rachelle van der Merwe's update12 Mar 2026, 17:36
Reviewer Update
Warda from Billing took my cancellation request (MWB******4) and said that Cancellations will send the confirmation to me. I have not yet received it. Can you please ask them to email it to me as promised.
RvdM
Rachelle van der Merwe's updateReviewer Update
12 Mar 2026, 17:43I need the cancellation confirmation as soon as possible because I can see that many other users have similar complaints to mine - shocking customer service and billing issues. I also see that many others then had difficulty cancelling - exactly what I'm trying to do now. Please surprise me and email the cancellation confirmation as promised.
RvdM
Rachelle van der Merwe's update12 Mar 2026, 17:43
Reviewer Update
I need the cancellation confirmation as soon as possible because I can see that many other users have similar complaints to mine - shocking customer service and billing issues. I also see that many others then had difficulty cancelling - exactly what I'm trying to do now. Please surprise me and email the cancellation confirmation as promised.
Mweb's replyOfficial
13 Mar 2026, 09:41Hi Rachel, thank you for reaching out and sharing your experience. We understand how important it is for you to receive confirmation of your cancellation promptly. Your query has been sent to the cancellations team at Mweb so they can assist and ensure your request is processed. Once the cancellation is complete, you will receive the confirmation via email as promised. We appreciate your patience while the team works to finalise this and will keep you updated to ensure a smooth process. Kind regards,
The Mweb Team
The Mweb Team
Mweb's reply13 Mar 2026, 09:41
Official
Hi Rachel, thank you for reaching out and sharing your experience. We understand how important it is for you to receive confirmation of your cancellation promptly. Your query has been sent to the cancellations team at Mweb so they can assist and ensure your request is processed. Once the cancellation is complete, you will receive the confirmation via email as promised. We appreciate your patience while the team works to finalise this and will keep you updated to ensure a smooth process. Kind regards,
The Mweb Team
The Mweb Team
RvdM
Rachelle van der Merwe's updateReviewer Update
16 Mar 2026, 10:28Good morning MWEB. I still have not received the Cancellation confirmation (reference number MWB***4). I also asked the chatbot on your website to send me cancellation email, but the agent left the conversation without answering. Please send me the email confirming the cancellation of my service.
RvdM
Rachelle van der Merwe's update16 Mar 2026, 10:28
Reviewer Update
Good morning MWEB. I still have not received the Cancellation confirmation (reference number MWB***4). I also asked the chatbot on your website to send me cancellation email, but the agent left the conversation without answering. Please send me the email confirming the cancellation of my service.
Mweb's replyOfficial
16 Mar 2026, 10:35 Hi Rachelle.We truly understand how frustrating this experience has been, especially when you have already tried our chat channels. Please know that your concerns are being prioritised. Our Retentions team has been alerted and will review your profile carefully. We have requested that they reach out to you directly to provide confirmation and guide you through the next steps as quickly as possible.
Kind regards,
The Mweb Team
Kind regards,
The Mweb Team
Mweb's reply16 Mar 2026, 10:35
Official
Hi Rachelle.We truly understand how frustrating this experience has been, especially when you have already tried our chat channels. Please know that your concerns are being prioritised. Our Retentions team has been alerted and will review your profile carefully. We have requested that they reach out to you directly to provide confirmation and guide you through the next steps as quickly as possible.
Kind regards,
The Mweb Team
Kind regards,
The Mweb Team