HS
Henk S
1 reviews | Active since Aug 2023
06 May 2026, 10:56
Bad bad customer service
On 17 April I spoke to an mweb agent after waiting for ages. Mweb has too few support people! Anyway eventually I spoke to the ‘right’ person and he was helpful and assured me my service would be downgraded to 30/30 from 1 May 2026. BUT it has not happened!! Today I phone again and I am no 2 in line for 20 minutes again. Really?? That is not how a good support service works!! Come on Mweb!! Your customer service is your face to the world!! So I had to give up because it was costing me toooo much. Make an email or whatsapp service available!! But just DO something!!
Helpful (0)
Replies (1)0
Replies (1)
Mweb's replyOfficial
06 May 2026, 11:02Hi Henk, we understand your frustration, especially after taking the time to request a downgrade and then not seeing it reflected as expected, along with the long hold times when trying to follow up. That’s understandably disappointing and not the experience we aim to deliver. We’ve now followed up with our Retentions team regarding your downgrade request to 30/30 from 1 May 2026 and asked them to urgently review why this change has not been app**** as agreed during your previous interaction. They will need to verify the original request and ensure your package is updated correctly if it was captured on their side. We’ll keep this escalated until there is clarity and resolution. We also hear your feedback regarding support accessibility and will ensure this is taken into account. Kind regards,
The Mweb Team
The Mweb Team
Mweb's reply06 May 2026, 11:02
Official
Hi Henk, we understand your frustration, especially after taking the time to request a downgrade and then not seeing it reflected as expected, along with the long hold times when trying to follow up. That’s understandably disappointing and not the experience we aim to deliver. We’ve now followed up with our Retentions team regarding your downgrade request to 30/30 from 1 May 2026 and asked them to urgently review why this change has not been app**** as agreed during your previous interaction. They will need to verify the original request and ensure your package is updated correctly if it was captured on their side. We’ll keep this escalated until there is clarity and resolution. We also hear your feedback regarding support accessibility and will ensure this is taken into account. Kind regards,
The Mweb Team
The Mweb Team