Bad Service

I am really not too happy with the service. I phoned at 12h55 on Friday 01 July 2022 and spoke to a gentleman (name can be provided) in the Fibre cancellation department.

I explained to him that I want to cancel my fibre, he explained the process to me and said if we can get this done today it will be great and that he will send me the mail that explains the process to follow as well as payment to be made with amount.

At 15h00 (Three hours after the initial call) I had to phone back again, the lady I spoke to (Name can be provided) said the gentleman (name can be provided) was busy and she will get him to call me back. I received no call but then got an email at 16h44 (one hour forty four minutes after my second call) which I was supposed to get hours earlier.

I then tried following the process but I cannot do a once off payment as it says I must select Mweb out of the public recipient. It gives me two (2) options, Mweb business and Mweb home, I now do not know what to select and this was at 17h01, I tried phoning Mweb again but the offices are closed.

I feel the delay was deliberate and this could have been handled in a more professional manner and sorted out the same day. I also feel now that any delay on this cancellation should be taken up with the agent that delayed it and would like this matter to be looked into and I also WANT feedback in this regard and this to be sorted out A.S.A.P.

Whoever receives this email now, please specify if I should choose Mweb business or home off the public recipient on my banking app and also escalate this as a matter of urgency.

I await feedback and assistance. Also take note I have telephone recordings of both calls.