BEYOND POOR SERVICE MWEB!!!

If I could put NO stars it would be far more relevant!

Initially I sent an email that I would be moving it needed to arrange for fibre at my new address. I was informed that I would need to pay a cancellation fee of R2875 (email attached) The reason for our move is in order for my family to downscale. We have fallen on hard times and now need to start looking at home expenses due to Covid19.

When I initially raised the installation cost concern it was handled incredibly poorly with no compassion or room for any negotiating. I did not want to cancel my subscription with MWEB. The retention specialist I spoke to, made the decision for me without an attempt to compromise or find an alternative solution. The situation has become increasingly difficult and the below has now transpired.

I have received confirmation that a request to cancel my subscription was received but MWEB has been dragging its feet. I have called several times and have spoken to several departments in line with my request.

In addition to the above I have investigated my options and I am well within my rights to report you to the CPA based on how this has transgressed.

Per Section 48 of the CPA which deals with unfair, unreasonable or unjust contract terms. Section 48(1) provides that a supplier may not: 1. offer to supply, or enter into an agreement to supply, goods or services on terms that are unfair, unreasonable or unjust, or at a price that is unfair, unreasonable or unjust; 2. market any goods or services, or negotiate or conclude a transaction or agreement, in a manner that is unfair, unreasonable or unjust; or 3. require a consumer to waive any right, assume any obligation or waive any liability for the supplier on terms that are unfair, unreasonable or unjust. The CPA have paid particular attention to similar cases in recent times and they have not looked favorably on companies who have conducted themselves in the manner that I have had to deal with in the past couple of days. Now with an increase in a tariff that you have not once tried to negotiate payment terms for on the initial cancellation amount of R 2875. In fact, you have now increased that number to R4400 with NO breakdown in the additional cost. I have been treated POORLY, ridiculed and laughed at when I expressed my dissatisfaction in the way this was being handled. I can no longer deal with the bullying and poor service I have received and now no longer have any choice but to report MWEB for poor business conduct and prolonging the resolution period which now seems to be working in favour of MWEB and I as the consumer am left to incur additional costs due to poor administrative support.

I have tried to follow all of your requirements and have received NOTHING in return. I am absolutely APPALLED and will NOT be referring your services to any of my contacts. As client retention clearly is not a priority for MWEB.