ALOOF AND PASSIVE-AGGRESSIVE - HAS MWEB'S FORMERLY FRIENDLY CUSTOMER SERVICE SUFFERED A LESSON FROM FAT CAT TELKOM??

(To Mweb proof of payment address, with proof of payment attached) Email Title: ACCOUNT ISSUE - PLEASE RESPOND IMMEDIATELY

PLEASE HELP!!

My fibre account is in arrears and has been suspended for over a month, and Im not able to log into my Mweb account, but try as I might I can't seem to reach anyone at Mweb to resolve this issue.

I rely solely on your fibre via wifi service to make Whatsapp calls, as I refuse to pay Vodacom's ******ionate cell phone rates to wait for overly-indulgent answering services to let me speak to a consultant who can assist me. I called the Mweb accounts number last week and waited over 30 minutes to talk to your accounts department, but my airtime ran out just as the operator, who by then had my details, told me quite rudely that my account had been suspended. She didnt say anything else for a few seconds and then the airtime finished.

I'm simply gobsmacked, not only by her nightmare "customer service" phone etiquette, but even more because she did not call me back to assist me after my airtime ran out! Even though she knew who I was!! Am I not a valued customer for her to call me back? Mweb has always called me back on similar occasions and acknowledged in friendly banter that no-one is a fan of buying stupidly overpriced Vodacom airtime.

This company doesnt feel like Mweb anymore...

I would feel cheated, very disappointed, and angry, if fat cat Telkom's slovenly entropy and 'couldn't care less about it's customers' attitude, has under the name "Openserve", taken over Mweb's friendly and helpful customer service. It's quite disturbing to see in "Mweb", Telkom's deplorable passive aggressiveness in dealing with customers who fall behind... I have been without internet for more than a month and I've lost a ton of business due to lockdown. Why has no-one cared to respond to me and tell me what's going on? Doesnt ignoring a customer who is trying to find out what he must do to resolve his account issue, make you partially liable for his loss of income? Has fat greasy Tekom really sucked up and absorbed friendly civilized Mweb?

Or has Mweb decided that customer experience really ist that important?

Am I now also going to be charged a fat punitive "reconnection fee"?

Try to imagine my frustration when, on top of your company's negligent customer service, you are also really difficult and expensive to reach!

Now imagine my exasperation after my disastrous attempt to resolve my account issue by calling your full priced account queries contact number that ate half an hour of my airtime and did not leave enough time to resolve my issue; then not being called back by your abysmal zombie "customer consultant" to complete my obvious attempt to resolve my account issue; then explaining all of this all via text messages, responding to those messages sent by "Mweb" to me to remind me that my account was overdue - and having no response at all! Not even the courtesy of knowing the amount outstanding, which I requested to know!!

How am I supposed to know what you need to reconnect me if you don't tell me anything?

Please could someone from the original Mweb customer services team respond to my account issue.

Thank you, Sincerely Andy Wilding C.Ht

Response from Mweb: (automated) Dear Customer, (doesn't make me feel very valued...)

IMPORTANT! This is an unmanned email address and only used for proof of payments sent to MWEB for account maintenance purposes.Should you require any Billing and Customer Account Support, please go to www.mweb.co.za, log in using your MWEB Username and Password, and talk to us via the Queries Tab. ... There was more but I wont bore you with it. Astonishing!! It shouted at me!! Unfortunately, Mweb's brilliant time-saving email auto-responder was unable to read the part where I said I was not able to log into my account...

For abandoning their customer service department to rude expensive zombies and inadequate automatic emails, Mweb scores an F, for FAIL.