SJ
Samantha J
1 reviews | Active since May 2025
28 May 2026, 12:47
Bad Service
I made EFT payment on Monday 25/05/2026, and was transfered from department to department only to be told almost an hour later that I need to wait for 48 hours for the payment to clear. I tried contacting them via LiveChat but that wasn't very helpful as the agent I was contacted to made the enquiry stay there until the Contact centre closed. I got hold of then this morning requesting my services to be activated but was told they will escalate my enquiry after I was transfered yet again from one department to the wrong department. They informed me that my services will be activated later today when I need it now. The livechat services are not helpful and calling isn't working because you wait 30 minutes to and hour just to get assisted and than your airtime is finished and you have to start all over again.
Helpful (0)
Replies (9)0
Replies (9)
Mweb's replyOfficial
28 May 2026, 13:54 Hello Samantha
Thank you for sharing this in such detail. We can see how frustrating this experience has been, especially after making payment and needing your service restored without delay.To provide clarity, EFT payments can take up to 48 hours to reflect, depending on the banks involved. That said, the multiple transfers between departments and the delays you experienced across both Live Chat and calls are not aligned with the level of efficiency and ease we aim to deliver.We have taken action on this from our side. Your profile has been escalated to our Retentions team, and we have arranged for a consultant to review your account and contact you directly as soon as possible today. Their role is to take full ownership of your case, streamline the process, and ensure the most effective next steps are implemented without further back-and-forth.Your need for immediate activation has been clearly noted, and this will be prioritised in the engagement.We remain closely aligned with this from our side to ensure you receive a seamless resolution and a far more efficient experience in the future.
Kind regards,
The Mweb Team
Thank you for sharing this in such detail. We can see how frustrating this experience has been, especially after making payment and needing your service restored without delay.To provide clarity, EFT payments can take up to 48 hours to reflect, depending on the banks involved. That said, the multiple transfers between departments and the delays you experienced across both Live Chat and calls are not aligned with the level of efficiency and ease we aim to deliver.We have taken action on this from our side. Your profile has been escalated to our Retentions team, and we have arranged for a consultant to review your account and contact you directly as soon as possible today. Their role is to take full ownership of your case, streamline the process, and ensure the most effective next steps are implemented without further back-and-forth.Your need for immediate activation has been clearly noted, and this will be prioritised in the engagement.We remain closely aligned with this from our side to ensure you receive a seamless resolution and a far more efficient experience in the future.
Kind regards,
The Mweb Team
Mweb's reply28 May 2026, 13:54
Official
Hello Samantha
Thank you for sharing this in such detail. We can see how frustrating this experience has been, especially after making payment and needing your service restored without delay.To provide clarity, EFT payments can take up to 48 hours to reflect, depending on the banks involved. That said, the multiple transfers between departments and the delays you experienced across both Live Chat and calls are not aligned with the level of efficiency and ease we aim to deliver.We have taken action on this from our side. Your profile has been escalated to our Retentions team, and we have arranged for a consultant to review your account and contact you directly as soon as possible today. Their role is to take full ownership of your case, streamline the process, and ensure the most effective next steps are implemented without further back-and-forth.Your need for immediate activation has been clearly noted, and this will be prioritised in the engagement.We remain closely aligned with this from our side to ensure you receive a seamless resolution and a far more efficient experience in the future.
Kind regards,
The Mweb Team
Thank you for sharing this in such detail. We can see how frustrating this experience has been, especially after making payment and needing your service restored without delay.To provide clarity, EFT payments can take up to 48 hours to reflect, depending on the banks involved. That said, the multiple transfers between departments and the delays you experienced across both Live Chat and calls are not aligned with the level of efficiency and ease we aim to deliver.We have taken action on this from our side. Your profile has been escalated to our Retentions team, and we have arranged for a consultant to review your account and contact you directly as soon as possible today. Their role is to take full ownership of your case, streamline the process, and ensure the most effective next steps are implemented without further back-and-forth.Your need for immediate activation has been clearly noted, and this will be prioritised in the engagement.We remain closely aligned with this from our side to ensure you receive a seamless resolution and a far more efficient experience in the future.
Kind regards,
The Mweb Team
SJ
Samantha J's updateReviewer Update
28 May 2026, 14:46Thank you for your response and I appreciate the manner in which you are handling my case but until my services are connected I will not believe what's written here. I understand the 48 hours clearing thing and I've waited for more than 48 hours and was told that I will be called back when the matter has been handled and still nothing is happening. This is not the first time I've been in a similar position with MWEB.
SJ
Samantha J's update28 May 2026, 14:46
Reviewer Update
Thank you for your response and I appreciate the manner in which you are handling my case but until my services are connected I will not believe what's written here. I understand the 48 hours clearing thing and I've waited for more than 48 hours and was told that I will be called back when the matter has been handled and still nothing is happening. This is not the first time I've been in a similar position with MWEB.
Mweb's replyOfficial
28 May 2026, 15:09Hello Samantha
We sincerely apologize for the inconvenience you've experienced to this point and will continue to be here for you for any support or updates.
Kind regards,
The Mweb Team
We sincerely apologize for the inconvenience you've experienced to this point and will continue to be here for you for any support or updates.
Kind regards,
The Mweb Team
Mweb's reply28 May 2026, 15:09
Official
Hello Samantha
We sincerely apologize for the inconvenience you've experienced to this point and will continue to be here for you for any support or updates.
Kind regards,
The Mweb Team
We sincerely apologize for the inconvenience you've experienced to this point and will continue to be here for you for any support or updates.
Kind regards,
The Mweb Team
SJ
Samantha J's updateReviewer Update
28 May 2026, 16:08I need our support now. I've been holding to speak to a agent for 28 minutes now (ons once someone answers my airtime will probably be finished) and im on your Livechat services where I've been yet again transfered to 3 departments and no one is assisting me...I think ICASSA is the only way I'll be receiving assistance.
SJ
Samantha J's update28 May 2026, 16:08
Reviewer Update
I need our support now. I've been holding to speak to a agent for 28 minutes now (ons once someone answers my airtime will probably be finished) and im on your Livechat services where I've been yet again transfered to 3 departments and no one is assisting me...I think ICASSA is the only way I'll be receiving assistance.
Mweb's replyOfficial
28 May 2026, 16:52Hi Samantha, We want to assure you that your concerns are being taken seriously. At this stage, we will escalate your case and our Retentions Team will reach out to you directly to provide further assistance and work towards resolving the matter as quickly as possible. We appreciate your patience while this is being prioritised and attended to. Kind regards,
The Mweb Team
The Mweb Team
Mweb's reply28 May 2026, 16:52
Official
Hi Samantha, We want to assure you that your concerns are being taken seriously. At this stage, we will escalate your case and our Retentions Team will reach out to you directly to provide further assistance and work towards resolving the matter as quickly as possible. We appreciate your patience while this is being prioritised and attended to. Kind regards,
The Mweb Team
The Mweb Team
SJ
Samantha J's updateReviewer Update
29 May 2026, 09:28Good morning The MWEB Team,
I'm still in the same predicament. Yesterday I called the call centre waited an hour to recieve assistance only to be blindly transferred into the same que while still waiting for assistance when I finally got to another agent the line made a clicking noise and the call was dropped. On life chat I waited 4 hours to be assisted only to be told the problem lies with Openserve and the chat was closed. Now how is that suppose to make me believe what you promised in the thread of this complaint?
The links sent on WhatsApp to rate the call leads to nowhere. It only redirects you to the WhatsApp ref.
This is seriously not good service.
I would understand if they said I dont know what's wrong let me find out but to just ignore a client after sending reminder after reminder to make payments is unacceptable.
One of the consultants told me yesterday that my services would be connected yesterday and she would call me just to confirm yet here we are today and still nothing...
Please just tell me if I should take my bussiness elsewhere?
Regards
I'm still in the same predicament. Yesterday I called the call centre waited an hour to recieve assistance only to be blindly transferred into the same que while still waiting for assistance when I finally got to another agent the line made a clicking noise and the call was dropped. On life chat I waited 4 hours to be assisted only to be told the problem lies with Openserve and the chat was closed. Now how is that suppose to make me believe what you promised in the thread of this complaint?
The links sent on WhatsApp to rate the call leads to nowhere. It only redirects you to the WhatsApp ref.
This is seriously not good service.
I would understand if they said I dont know what's wrong let me find out but to just ignore a client after sending reminder after reminder to make payments is unacceptable.
One of the consultants told me yesterday that my services would be connected yesterday and she would call me just to confirm yet here we are today and still nothing...
Please just tell me if I should take my bussiness elsewhere?
Regards
SJ
Samantha J's update29 May 2026, 09:28
Reviewer Update
Good morning The MWEB Team,
I'm still in the same predicament. Yesterday I called the call centre waited an hour to recieve assistance only to be blindly transferred into the same que while still waiting for assistance when I finally got to another agent the line made a clicking noise and the call was dropped. On life chat I waited 4 hours to be assisted only to be told the problem lies with Openserve and the chat was closed. Now how is that suppose to make me believe what you promised in the thread of this complaint?
The links sent on WhatsApp to rate the call leads to nowhere. It only redirects you to the WhatsApp ref.
This is seriously not good service.
I would understand if they said I dont know what's wrong let me find out but to just ignore a client after sending reminder after reminder to make payments is unacceptable.
One of the consultants told me yesterday that my services would be connected yesterday and she would call me just to confirm yet here we are today and still nothing...
Please just tell me if I should take my bussiness elsewhere?
Regards
I'm still in the same predicament. Yesterday I called the call centre waited an hour to recieve assistance only to be blindly transferred into the same que while still waiting for assistance when I finally got to another agent the line made a clicking noise and the call was dropped. On life chat I waited 4 hours to be assisted only to be told the problem lies with Openserve and the chat was closed. Now how is that suppose to make me believe what you promised in the thread of this complaint?
The links sent on WhatsApp to rate the call leads to nowhere. It only redirects you to the WhatsApp ref.
This is seriously not good service.
I would understand if they said I dont know what's wrong let me find out but to just ignore a client after sending reminder after reminder to make payments is unacceptable.
One of the consultants told me yesterday that my services would be connected yesterday and she would call me just to confirm yet here we are today and still nothing...
Please just tell me if I should take my bussiness elsewhere?
Regards
Mweb's replyOfficial
29 May 2026, 09:47Hi Samantha, We understand your frustration regarding the repeated delays, dropped calls, extended wait times, and lack of clear feedback you’ve experienced. This is not the level of service we aim to provide, especially when clear updates and follow-through were expected. We can confirm that a follow-up has been submitted to our Retentions Team to urgently review your case, including the communication breakdown, service status, and the commitments previously made to you. They will engage further to provide clarity and assist with a resolution. We appreciate your patience while this is being attended to. Kind regards,
The Mweb Team
The Mweb Team
Mweb's reply29 May 2026, 09:47
Official
Hi Samantha, We understand your frustration regarding the repeated delays, dropped calls, extended wait times, and lack of clear feedback you’ve experienced. This is not the level of service we aim to provide, especially when clear updates and follow-through were expected. We can confirm that a follow-up has been submitted to our Retentions Team to urgently review your case, including the communication breakdown, service status, and the commitments previously made to you. They will engage further to provide clarity and assist with a resolution. We appreciate your patience while this is being attended to. Kind regards,
The Mweb Team
The Mweb Team
SJ
Samantha J's updateReviewer Update
01 Jun 2026, 17:47Good day Mweb Team,
Please be advised that I'm still without Wi-Fi it' been 7 days since I made payment. Someone from openserve came on Friday or so and left without getting me connected. I'm still waiting.
What is the way forward? Cause I can't keep calling and following up when no one seems to care enough to contact me.
Regards
Please be advised that I'm still without Wi-Fi it' been 7 days since I made payment. Someone from openserve came on Friday or so and left without getting me connected. I'm still waiting.
What is the way forward? Cause I can't keep calling and following up when no one seems to care enough to contact me.
Regards
SJ
Samantha J's update01 Jun 2026, 17:47
Reviewer Update
Good day Mweb Team,
Please be advised that I'm still without Wi-Fi it' been 7 days since I made payment. Someone from openserve came on Friday or so and left without getting me connected. I'm still waiting.
What is the way forward? Cause I can't keep calling and following up when no one seems to care enough to contact me.
Regards
Please be advised that I'm still without Wi-Fi it' been 7 days since I made payment. Someone from openserve came on Friday or so and left without getting me connected. I'm still waiting.
What is the way forward? Cause I can't keep calling and following up when no one seems to care enough to contact me.
Regards
Mweb's replyOfficial
02 Jun 2026, 11:16Hi Samantha, we can understand your frustration. Being without WiFi for 7 days after payment, and then having an Openserve technician attend but leave without completing the installation, is understandably very disruptive—especially when you’ve had to keep following up without clear feedback.We can confirm that a follow-up has been sent to our Retentions Team to review your case and assist with getting clarity on what is causing the delay in activation and what the next steps are to get you connected.We also note that Openserve attended but did not complete the connection, and this will be included in the follow-up so the relevant teams can investigate and respond accordingly.You should receive feedback once the team has reviewed the status of your installation and service activation.Kind regards,
The Mweb Team
The Mweb Team
Mweb's reply02 Jun 2026, 11:16
Official
Hi Samantha, we can understand your frustration. Being without WiFi for 7 days after payment, and then having an Openserve technician attend but leave without completing the installation, is understandably very disruptive—especially when you’ve had to keep following up without clear feedback.We can confirm that a follow-up has been sent to our Retentions Team to review your case and assist with getting clarity on what is causing the delay in activation and what the next steps are to get you connected.We also note that Openserve attended but did not complete the connection, and this will be included in the follow-up so the relevant teams can investigate and respond accordingly.You should receive feedback once the team has reviewed the status of your installation and service activation.Kind regards,
The Mweb Team
The Mweb Team