NH
Namira H
1 reviews | Active since Oct 2009
05 Mar 2026, 12:22
Blatant administrative abuse still on hold 3 hours
How can keeping me ON HOLD for for literally 3 hours be acceptable, MWEB? I have tried multiple avenues to cancel my subscription. The WhatsApp.line is useless, the live chat doesnt respond. On the app, it states that I cannot cancel my product, that I should call ***, and yes Ive called 3 times, and each time there was a 2 hour wait before I randomly get disconnected. I am currently now, on hold for 3 FULL HOURS!!!! I just want to cancel my subscription and leave, why are you making it so difficult for a customer to exit? Blatant , unashamed administrative abuse of customers. We have a right to cancel, and it should not be costing me 3 hours of airtime, you subject your customers to this level of frustration and mental anguish, how are you still in business?
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Replies (2)
Mweb's replyOfficial
05 Mar 2026, 13:12Hello Namira. Thank you for sharing this experience with us. Waiting this long while trying to resolve something as important as a cancellation is understandably frustrating, and we completely recognise the impact that such extended hold times and difficulty reaching support can have. Your feedback has been clearly heard.To assist, we have managed to locate your profile and can see that one of our agents has already logged an urgent request for our Retentions Support team to make direct contact with you regarding the cancellation. To ensure this is prioritised, we have also logged a follow-up on that request so that the team can reach out to you as soon as possible and help bring this matter to a clear resolution.Your time and experience as a customer matter to us, and our team will be in touch shortly to assist further and guide you through the next steps. R^
Mweb's reply05 Mar 2026, 13:12
Official
Hello Namira. Thank you for sharing this experience with us. Waiting this long while trying to resolve something as important as a cancellation is understandably frustrating, and we completely recognise the impact that such extended hold times and difficulty reaching support can have. Your feedback has been clearly heard.To assist, we have managed to locate your profile and can see that one of our agents has already logged an urgent request for our Retentions Support team to make direct contact with you regarding the cancellation. To ensure this is prioritised, we have also logged a follow-up on that request so that the team can reach out to you as soon as possible and help bring this matter to a clear resolution.Your time and experience as a customer matter to us, and our team will be in touch shortly to assist further and guide you through the next steps. R^
Mweb's replyOfficial
05 Mar 2026, 13:24Hello Namira. Thank you for sharing this experience with us. Waiting this long while trying to resolve something as important as a cancellation is understandably frustrating, and we completely recognise the impact that such extended hold times and difficulty reaching support can have. Your feedback has been clearly heard.To assist, we have managed to locate your profile and can see that one of our agents has already logged an urgent request for our Retentions Support team to make direct contact with you regarding the cancellation. To ensure this is prioritised, we have also logged a follow-up on that request so that the team can reach out to you as soon as possible and help bring this matter to a clear resolution.Your time and experience as a customer matter to us, and our team will be in touch shortly to assist further and guide you through the next steps. R^
Mweb's reply05 Mar 2026, 13:24
Official
Hello Namira. Thank you for sharing this experience with us. Waiting this long while trying to resolve something as important as a cancellation is understandably frustrating, and we completely recognise the impact that such extended hold times and difficulty reaching support can have. Your feedback has been clearly heard.To assist, we have managed to locate your profile and can see that one of our agents has already logged an urgent request for our Retentions Support team to make direct contact with you regarding the cancellation. To ensure this is prioritised, we have also logged a follow-up on that request so that the team can reach out to you as soon as possible and help bring this matter to a clear resolution.Your time and experience as a customer matter to us, and our team will be in touch shortly to assist further and guide you through the next steps. R^