Billing and Reconnection Frustration (with a side of NO Service Delivery)

My debit order failed to process on 9 December 2024, which, admittedly, was my fault. I waited for MWeb to recognise the failed debit order so that I could make a manual payment through the app. When they did, I attempted to make the payment. However, the app failed to acknowledge that I was still trying to process the payment. It incorrectly assumed the payment had been completed and did not allow me to return to actually make it, forcing me to wait again until the system registered that no payment had been made. This time, it was NOT my fault.

Today, while I was in the middle of an important meeting, my internet connection was abruptly cut. MWeb, it seems, is highly efficient when it comes to suspending services. I received an SMS stating that service would be restored within 30 minutes of payment. I immediately went back into the app to make the payment, and this time it was successful.

An hour passed—ONE FULL, UNPRODUCTIVE HOUR—and still, I had no connectivity. I attempted to contact Billing seven times, waiting a combined total of 22 minutes and 5 seconds with no answer. This was during working hours, so there was no excuse for the calls not being answered; I can only assume staff were more concerned with going home than assisting customers.

As a result, my important meeting ended prematurely, and I lost an hour of work time because I rely on the internet for my job. This level of service is completely unacceptable!