Awarded best ISP for customer service.........in 2014

<p>As part of a promotion my 4MB uncapped adsl data package was to be upgraded to an 8MB data package for no additional charge from November 01. </p> <p>The catch was that I needed to upgrade my line speed from 4MB to 8MB. I asked what the difference in cost would be and was told that it was R120. Happy with this I agreed to upgrade my line speed from 1st of November. </p> <p>Unfortunately the sales consultant upgraded my line and data from October the 14th so I was sent an invoice with a pro-rata rate for October with my November statement. Mweb bills a month in advance so my October invoice had already been paid. My November invoice should have been the same amount but with an additional R120 for the upgraded line. However there was an additional R70 on top of my R120 due to the pro-rata for half of October.</p> <p>I spoke to an Mweb employee about this and we went in circles for ages. His argument was that the change was made in October and therefore the pro-rata rate was not going anywhere despite the so-called agreement that my line would be upgraded in November. He refused to budge on this and used Mweb's bill run and the fact that I called in the middle of October as an excuse each time. As a customer the agreement was that all upgrades would be from November the 1st! This means no pro-rata for October! The salesperson should have upgraded my line in November to align with the promotion I was sent or at least explained to me that there would be a pro-rata for October. </p> <p>I got absolutely nowhere with Mweb and as a result have to now pay the additional R70 (a small amount, but the point is I should not have to pay it). The attitude to customers is attrocious. Any company concerned with customer satisfaction and retaining customers would have understood the problem from a customer's perspective and waived the R70. It seems there is never a right time to upgrade your line speed as any date WILL end up with a pro-rata attached to it whether you like it or not. </p>