Angry, frustrated and disappointed!

<p>I have been a Mweb customer for more than 5 years. NOT happy with the service I just received.</p> <p>On the 3rd of December 2016 I placed a call to the Mweb call-centre to enquire about a possible upgrade on my line speed. The consultant told me that I can upgrade from a 2Mbs line to a 10Mbs line and that Mweb would facilitate the Telkom line upgrade on my behalf. The costs were explained to me and I accepted the offer. I was told that it will take a maximum of 10 working days for the upgrade to be affected and that I will receive a SMS that will confirm the effective date of the upgrade. I was also told that the changes would be pro-rata from the effective upgrade date.</p> <p>I returned from holiday on the 3rd of January 2016. On the 4th I checked my line speed and saw that it was less than 1Mbs. I contacted the call-centre and enquired about this. A month after I agreed to upgrade my service with Mweb I was told that I am too far away from the exchange and that the best I can expect is a 2Mbs line. I was dumbstruck. When I explained the fiasco to my wife she informed me that Mweb deducted more money this month from our account. This infuriated me.</p> <p>I called Mweb again on the 5th. I was told that my query about the overcharges would be escalated and that someone would call me in the next 5 working days to investigate my problem.</p> <p>I feel that the trust relationship – of more than 5 years – with Mweb has been broken.</p> <p>Mweb was not truthful about the service that I qualify for – based on my location. Monies were deducted from my bank account that was NOT due to Mweb. When I requested the refund, I was placed at Mweb’s mercy for when they will get back to me. Mweb was quick to take my money but I have to wait for them to refund me.</p> <p>I am angry. I am frustrated but more than that I am so disappointed.</p> <p> </p>