Cancellation request not honored

I am deeply disappointed with the service I have received from Mweb and feel I have no choice but to escalate this matter publicly.

On 28 April 2026, I called Mweb to cancel my subscription. During the call, the agent offered to send a second router as a temporary solution due to a faulty connection. I never received this router and had to borrow someone else's device. At no point did anyone from Mweb follow up to check whether the router was delivered or whether my connection issue was resolved.

Despite this, I am now being told that my cancellation cannot be processed on 31 May 2026 — which is exactly one calendar month from the date I gave notice — because I allegedly received a second router. This is simply not true.

To make matters worse, when I called to resolve this I was kept on hold for over an hour before reaching an agent, which is completely unacceptable.

I need to be very clear: ✗ I never received the second router ✗ I never withdrew my cancellation request ✓ My cancellation notice was given on 28 April 2026 ✓ My cancellation date is therefore 31 May 2026

I am requesting that Mweb honour my cancellation effective 31 May 2026 and arrange collection of their router. I do not expect to be billed beyond this date.

I hope Mweb will resolve this urgently and restore my faith in their customer service.