EN
Emmanuel N
1 reviews | Active since Nov 2023
08 Jun 2026, 14:25
Cancelled After payment
I am extremely frustrated with how this matter has been handled.
On 2 May, I contacted MWEB customer care after making a payment on my account. During that interaction, I explained that my services were only activated on 1 May and not on 2 April after the installation. The agents I spoke to confirmed that the matter had been corrected and that my account would remain active until my next due date.
Despite these assurances, my account has now been disconnected and I am being charged a cancellation penalty. This directly contradicts what was communicated to me by your agents.
I specifically spoke to Buhle and Gareth via chat, both of whom confirmed that everything had been sorted out. However, I am now facing a disconnection, additional charges, and a complete lack of communication regarding the issue.
I have attempted multiple times to contact support. My airtime was exhausted while trying to call, and my chat messages are no longer receiving any response.
I would like this matter urgently investigated and resolved. Please review the notes and chat records from my previous interactions, explain why my account was disconnected despite the assurances provided, and remove any incorrect cancellation penalties that have been app****.
I look forward to your urgent response and resolution.
Helpful (0)
Replies (16)0
Replies (16)
Mweb's replyOfficial
08 Jun 2026, 14:38Hi Emmanuel,
We understand your frustration, especially as you were previously advised by agents that the matter had been corrected and your service would remain active, only to now experience a disconnection and additional cancellation charges.We have logged this with our billing team for urgent investigation. They will review your account history, including the previous chat interactions and internal notes, to establish what led to the disconnection and the application of the cancellation penalty.We recognise the impact this has had, and the matter has been flagged for priority attention so the team can provide clarity and a proper resolution as soon as possible.Kind regards,
The Mweb Team.
We understand your frustration, especially as you were previously advised by agents that the matter had been corrected and your service would remain active, only to now experience a disconnection and additional cancellation charges.We have logged this with our billing team for urgent investigation. They will review your account history, including the previous chat interactions and internal notes, to establish what led to the disconnection and the application of the cancellation penalty.We recognise the impact this has had, and the matter has been flagged for priority attention so the team can provide clarity and a proper resolution as soon as possible.Kind regards,
The Mweb Team.
Best regards,
Mweb's reply08 Jun 2026, 14:38
Official
Hi Emmanuel,
We understand your frustration, especially as you were previously advised by agents that the matter had been corrected and your service would remain active, only to now experience a disconnection and additional cancellation charges.We have logged this with our billing team for urgent investigation. They will review your account history, including the previous chat interactions and internal notes, to establish what led to the disconnection and the application of the cancellation penalty.We recognise the impact this has had, and the matter has been flagged for priority attention so the team can provide clarity and a proper resolution as soon as possible.Kind regards,
The Mweb Team.
We understand your frustration, especially as you were previously advised by agents that the matter had been corrected and your service would remain active, only to now experience a disconnection and additional cancellation charges.We have logged this with our billing team for urgent investigation. They will review your account history, including the previous chat interactions and internal notes, to establish what led to the disconnection and the application of the cancellation penalty.We recognise the impact this has had, and the matter has been flagged for priority attention so the team can provide clarity and a proper resolution as soon as possible.Kind regards,
The Mweb Team.
Best regards,
EN
Emmanuel N's updateReviewer Update
08 Jun 2026, 14:49 Order
X***2 the account belongs to my mom. Please reinstate her services to show this is not generic
X***2 the account belongs to my mom. Please reinstate her services to show this is not generic
EN
Emmanuel N's update08 Jun 2026, 14:49
Reviewer Update
Order
X***2 the account belongs to my mom. Please reinstate her services to show this is not generic
X***2 the account belongs to my mom. Please reinstate her services to show this is not generic
EN
Emmanuel N's updateReviewer Update
08 Jun 2026, 14:50 Account number: ***4
EN
Emmanuel N's update08 Jun 2026, 14:50
Reviewer Update
Account number: ***4
EN
Emmanuel N's updateReviewer Update
08 Jun 2026, 15:17Hi there, my name is Gareth, how can I assist you today?
Good Day
I came in to be assisted yesterday
I need help today as well
I only have R450 to pay now. I want to request that the sign up fee be added to new month
Gareth - The amount due is R608.94
I would advise to make that payment amount as as soon as they payemnt is received we can then have the balance remaining placed on hold foir you
Gareth - If not you will receive a suspension warning for the remainder of the month, etc
Gareth - I will howevere proceed and provisionally place the request through for the balance due to be included with your next invoice in the meanwhile
So can I pay the R450 now and the rest on my next payment date
Can I pay here on site
Gareth - 100% correct
Gareth - You can contact us directly, access your statement, make a payment, and reconnect/check your services, via the Mweb Website/App: https://help.mweb.co.za/categories/account-and-billing/login-and-account-details
Gareth- I have emailed you a copy of this invoice as well
Gareth - Yes you can pay via the APP
Let me pay now. is there instant eft
Gareth - For a manual payment/EFT payment, the following Mweb Banking details can be used:: Nedbank - Heerengracht; Branch Code: 198765; Acc Nr: *** Please use your Mweb account number:***4, as the reference to allocate the payment for you speedily.
Great minds
lol
Gareth - Is there anything else I can help you with today?
If there’s nothing else, you can close the chat by clicking the three dots at the top of your screen and selecting “End/Close Chat.”
Thank you for contacting Mweb 😊, Have a great day further ,
A moment let me pay and send proof of payment
Gareth - I have included the entire bill to be included for payment with the next invoice just to be safe - if any messages received still you can ignore them as they are autoated and will cease by COB today
Because I see it shows 857. So if I pay R450 now I will not get disconnected correct?
The proof of payment wont be required, as if it does decline you will be notified of that, only if not reflecting and we need to trace that is when we will request that doc.
Gareth - Yes correct you will not be disconnected
Okay will pay R450 now with
Gareth - Nedbank - Heerengracht; Branch Code: 198765; Acc Nr: *** Please use your Mweb account number:***4,
Can I get a chat reference
Just made a paymenty
Gareth - Sure - ticker ***
Thank you very much. I paid R450 so next month i will pay R608 correct
Gareth - Thank you for that payment - it will automtically porcess and update and reflect as mentioned for you - usually that is within a few hours but at worst can take up to 72 hrs
correct the R439 new month fee and the balance remaining
Enter your message
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Good Day
I came in to be assisted yesterday
I need help today as well
I only have R450 to pay now. I want to request that the sign up fee be added to new month
Gareth - The amount due is R608.94
I would advise to make that payment amount as as soon as they payemnt is received we can then have the balance remaining placed on hold foir you
Gareth - If not you will receive a suspension warning for the remainder of the month, etc
Gareth - I will howevere proceed and provisionally place the request through for the balance due to be included with your next invoice in the meanwhile
So can I pay the R450 now and the rest on my next payment date
Can I pay here on site
Gareth - 100% correct
Gareth - You can contact us directly, access your statement, make a payment, and reconnect/check your services, via the Mweb Website/App: https://help.mweb.co.za/categories/account-and-billing/login-and-account-details
Gareth- I have emailed you a copy of this invoice as well
Gareth - Yes you can pay via the APP
Let me pay now. is there instant eft
Gareth - For a manual payment/EFT payment, the following Mweb Banking details can be used:: Nedbank - Heerengracht; Branch Code: 198765; Acc Nr: *** Please use your Mweb account number:***4, as the reference to allocate the payment for you speedily.
Great minds
lol
Gareth - Is there anything else I can help you with today?
If there’s nothing else, you can close the chat by clicking the three dots at the top of your screen and selecting “End/Close Chat.”
Thank you for contacting Mweb 😊, Have a great day further ,
A moment let me pay and send proof of payment
Gareth - I have included the entire bill to be included for payment with the next invoice just to be safe - if any messages received still you can ignore them as they are autoated and will cease by COB today
Because I see it shows 857. So if I pay R450 now I will not get disconnected correct?
The proof of payment wont be required, as if it does decline you will be notified of that, only if not reflecting and we need to trace that is when we will request that doc.
Gareth - Yes correct you will not be disconnected
Okay will pay R450 now with
Gareth - Nedbank - Heerengracht; Branch Code: 198765; Acc Nr: *** Please use your Mweb account number:***4,
Can I get a chat reference
Just made a paymenty
Gareth - Sure - ticker ***
Thank you very much. I paid R450 so next month i will pay R608 correct
Gareth - Thank you for that payment - it will automtically porcess and update and reflect as mentioned for you - usually that is within a few hours but at worst can take up to 72 hrs
correct the R439 new month fee and the balance remaining
Enter your message
0 / 1000
Powered by
Connex AI
EN
Emmanuel N's update08 Jun 2026, 15:17
Reviewer Update
Hi there, my name is Gareth, how can I assist you today?
Good Day
I came in to be assisted yesterday
I need help today as well
I only have R450 to pay now. I want to request that the sign up fee be added to new month
Gareth - The amount due is R608.94
I would advise to make that payment amount as as soon as they payemnt is received we can then have the balance remaining placed on hold foir you
Gareth - If not you will receive a suspension warning for the remainder of the month, etc
Gareth - I will howevere proceed and provisionally place the request through for the balance due to be included with your next invoice in the meanwhile
So can I pay the R450 now and the rest on my next payment date
Can I pay here on site
Gareth - 100% correct
Gareth - You can contact us directly, access your statement, make a payment, and reconnect/check your services, via the Mweb Website/App: https://help.mweb.co.za/categories/account-and-billing/login-and-account-details
Gareth- I have emailed you a copy of this invoice as well
Gareth - Yes you can pay via the APP
Let me pay now. is there instant eft
Gareth - For a manual payment/EFT payment, the following Mweb Banking details can be used:: Nedbank - Heerengracht; Branch Code: 198765; Acc Nr: *** Please use your Mweb account number:***4, as the reference to allocate the payment for you speedily.
Great minds
lol
Gareth - Is there anything else I can help you with today?
If there’s nothing else, you can close the chat by clicking the three dots at the top of your screen and selecting “End/Close Chat.”
Thank you for contacting Mweb 😊, Have a great day further ,
A moment let me pay and send proof of payment
Gareth - I have included the entire bill to be included for payment with the next invoice just to be safe - if any messages received still you can ignore them as they are autoated and will cease by COB today
Because I see it shows 857. So if I pay R450 now I will not get disconnected correct?
The proof of payment wont be required, as if it does decline you will be notified of that, only if not reflecting and we need to trace that is when we will request that doc.
Gareth - Yes correct you will not be disconnected
Okay will pay R450 now with
Gareth - Nedbank - Heerengracht; Branch Code: 198765; Acc Nr: *** Please use your Mweb account number:***4,
Can I get a chat reference
Just made a paymenty
Gareth - Sure - ticker ***
Thank you very much. I paid R450 so next month i will pay R608 correct
Gareth - Thank you for that payment - it will automtically porcess and update and reflect as mentioned for you - usually that is within a few hours but at worst can take up to 72 hrs
correct the R439 new month fee and the balance remaining
Enter your message
0 / 1000
Powered by
Connex AI
Good Day
I came in to be assisted yesterday
I need help today as well
I only have R450 to pay now. I want to request that the sign up fee be added to new month
Gareth - The amount due is R608.94
I would advise to make that payment amount as as soon as they payemnt is received we can then have the balance remaining placed on hold foir you
Gareth - If not you will receive a suspension warning for the remainder of the month, etc
Gareth - I will howevere proceed and provisionally place the request through for the balance due to be included with your next invoice in the meanwhile
So can I pay the R450 now and the rest on my next payment date
Can I pay here on site
Gareth - 100% correct
Gareth - You can contact us directly, access your statement, make a payment, and reconnect/check your services, via the Mweb Website/App: https://help.mweb.co.za/categories/account-and-billing/login-and-account-details
Gareth- I have emailed you a copy of this invoice as well
Gareth - Yes you can pay via the APP
Let me pay now. is there instant eft
Gareth - For a manual payment/EFT payment, the following Mweb Banking details can be used:: Nedbank - Heerengracht; Branch Code: 198765; Acc Nr: *** Please use your Mweb account number:***4, as the reference to allocate the payment for you speedily.
Great minds
lol
Gareth - Is there anything else I can help you with today?
If there’s nothing else, you can close the chat by clicking the three dots at the top of your screen and selecting “End/Close Chat.”
Thank you for contacting Mweb 😊, Have a great day further ,
A moment let me pay and send proof of payment
Gareth - I have included the entire bill to be included for payment with the next invoice just to be safe - if any messages received still you can ignore them as they are autoated and will cease by COB today
Because I see it shows 857. So if I pay R450 now I will not get disconnected correct?
The proof of payment wont be required, as if it does decline you will be notified of that, only if not reflecting and we need to trace that is when we will request that doc.
Gareth - Yes correct you will not be disconnected
Okay will pay R450 now with
Gareth - Nedbank - Heerengracht; Branch Code: 198765; Acc Nr: *** Please use your Mweb account number:***4,
Can I get a chat reference
Just made a paymenty
Gareth - Sure - ticker ***
Thank you very much. I paid R450 so next month i will pay R608 correct
Gareth - Thank you for that payment - it will automtically porcess and update and reflect as mentioned for you - usually that is within a few hours but at worst can take up to 72 hrs
correct the R439 new month fee and the balance remaining
Enter your message
0 / 1000
Powered by
Connex AI
EN
Emmanuel N's updateReviewer Update
08 Jun 2026, 15:18Tell me how I get disconnected after all that
EN
Emmanuel N's update08 Jun 2026, 15:18
Reviewer Update
Tell me how I get disconnected after all that
Mweb's replyOfficial
08 Jun 2026, 15:38Ticket ref#MWB***6
Hello Emmanuel,
Thank you so much for the details.
We have arranged for our Finance teams, who manage all service suspensions, to review the account and get in touch with the account holder to discuss the service suspension and the next steps regarding reconnection directly.
Kind regards,
The Mweb Team
Hello Emmanuel,
Thank you so much for the details.
We have arranged for our Finance teams, who manage all service suspensions, to review the account and get in touch with the account holder to discuss the service suspension and the next steps regarding reconnection directly.
Kind regards,
The Mweb Team
Best regards,
Mweb's reply08 Jun 2026, 15:38
Official
Ticket ref#MWB***6
Hello Emmanuel,
Thank you so much for the details.
We have arranged for our Finance teams, who manage all service suspensions, to review the account and get in touch with the account holder to discuss the service suspension and the next steps regarding reconnection directly.
Kind regards,
The Mweb Team
Hello Emmanuel,
Thank you so much for the details.
We have arranged for our Finance teams, who manage all service suspensions, to review the account and get in touch with the account holder to discuss the service suspension and the next steps regarding reconnection directly.
Kind regards,
The Mweb Team
Best regards,
EN
Emmanuel N's updateReviewer Update
08 Jun 2026, 15:52How long will it take
EN
Emmanuel N's update08 Jun 2026, 15:52
Reviewer Update
How long will it take
Mweb's replyOfficial
08 Jun 2026, 15:56Hello Emmanuel,
We have requested that they take a look and advise as soon as possible.
Kind regards,
The Mweb Team
We have requested that they take a look and advise as soon as possible.
Kind regards,
The Mweb Team
Best regards,
Mweb's reply08 Jun 2026, 15:56
Official
Hello Emmanuel,
We have requested that they take a look and advise as soon as possible.
Kind regards,
The Mweb Team
We have requested that they take a look and advise as soon as possible.
Kind regards,
The Mweb Team
Best regards,
EN
Emmanuel N's updateReviewer Update
08 Jun 2026, 16:04Please do get me a call because on chat I am speaking to Lwando and they also ignoring me after waiting 3 hours
EN
Emmanuel N's update08 Jun 2026, 16:04
Reviewer Update
Please do get me a call because on chat I am speaking to Lwando and they also ignoring me after waiting 3 hours
Mweb's replyOfficial
08 Jun 2026, 16:10We will be in touch ASAP
Best regards,
Mweb's reply08 Jun 2026, 16:10
Official
We will be in touch ASAP
Best regards,
EN
Emmanuel N's updateReviewer Update
08 Jun 2026, 16:27I just signed up as a new customer. I think the experience should be better than this
EN
Emmanuel N's update08 Jun 2026, 16:27
Reviewer Update
I just signed up as a new customer. I think the experience should be better than this
Mweb's replyOfficial
08 Jun 2026, 16:32Hi Emmanuel,
We understand your frustration, especially as a new customer and after already waiting several hours on chat without getting the support you need.We will arrange for a call back to be made to you as soon as possible so that your query can be handled directly and without further delay or repetition on chat.Kind regards,
The Mweb Team.
We understand your frustration, especially as a new customer and after already waiting several hours on chat without getting the support you need.We will arrange for a call back to be made to you as soon as possible so that your query can be handled directly and without further delay or repetition on chat.Kind regards,
The Mweb Team.
Best regards,
Mweb's reply08 Jun 2026, 16:32
Official
Hi Emmanuel,
We understand your frustration, especially as a new customer and after already waiting several hours on chat without getting the support you need.We will arrange for a call back to be made to you as soon as possible so that your query can be handled directly and without further delay or repetition on chat.Kind regards,
The Mweb Team.
We understand your frustration, especially as a new customer and after already waiting several hours on chat without getting the support you need.We will arrange for a call back to be made to you as soon as possible so that your query can be handled directly and without further delay or repetition on chat.Kind regards,
The Mweb Team.
Best regards,
EN
Emmanuel N's updateReviewer Update
08 Jun 2026, 16:46They ended the chat with no response.
EN
Emmanuel N's update08 Jun 2026, 16:46
Reviewer Update
They ended the chat with no response.
Mweb's replyOfficial
08 Jun 2026, 16:54Hi Emmanuel,
We understand your frustration, especially as a new customer and after already waiting several hours on chat without getting the support you need.We will arrange for a call back to be made to you as soon as possible so that your query can be handled directly and without further delay or repetition on chat.Kind regards,
The Mweb Team.
We understand your frustration, especially as a new customer and after already waiting several hours on chat without getting the support you need.We will arrange for a call back to be made to you as soon as possible so that your query can be handled directly and without further delay or repetition on chat.Kind regards,
The Mweb Team.
Best regards,
Mweb's reply08 Jun 2026, 16:54
Official
Hi Emmanuel,
We understand your frustration, especially as a new customer and after already waiting several hours on chat without getting the support you need.We will arrange for a call back to be made to you as soon as possible so that your query can be handled directly and without further delay or repetition on chat.Kind regards,
The Mweb Team.
We understand your frustration, especially as a new customer and after already waiting several hours on chat without getting the support you need.We will arrange for a call back to be made to you as soon as possible so that your query can be handled directly and without further delay or repetition on chat.Kind regards,
The Mweb Team.
Best regards,
EN
Emmanuel N's updateReviewer Update
08 Jun 2026, 17:16You guys are closing at 18:00
EN
Emmanuel N's update08 Jun 2026, 17:16
Reviewer Update
You guys are closing at 18:00
Mweb's replyOfficial
09 Jun 2026, 13:32Hi Emmanuel,
We understand how frustrating this process must have been, especially after waiting so long to get assistance and needing your service up and running.
We’re glad to see that your account issues have now been addressed. Getting that support and progress is important, and it’s good to know things have moved forward.
That said, the effort it took to reach this point clearly wasn’t the smooth experience you should have had.
Your feedback will be shared with our Service Quality Team for both recognition and improvement, as ensuring quicker assistance and consistent follow‑through remains a key priority.
We’ll remain available to support you and ensure everything continues to run as expected from here.
Kind regards,
Mweb Team
We understand how frustrating this process must have been, especially after waiting so long to get assistance and needing your service up and running.
We’re glad to see that your account issues have now been addressed. Getting that support and progress is important, and it’s good to know things have moved forward.
That said, the effort it took to reach this point clearly wasn’t the smooth experience you should have had.
Your feedback will be shared with our Service Quality Team for both recognition and improvement, as ensuring quicker assistance and consistent follow‑through remains a key priority.
We’ll remain available to support you and ensure everything continues to run as expected from here.
Kind regards,
Mweb Team
Best regards,
Mweb's reply09 Jun 2026, 13:32
Official
Hi Emmanuel,
We understand how frustrating this process must have been, especially after waiting so long to get assistance and needing your service up and running.
We’re glad to see that your account issues have now been addressed. Getting that support and progress is important, and it’s good to know things have moved forward.
That said, the effort it took to reach this point clearly wasn’t the smooth experience you should have had.
Your feedback will be shared with our Service Quality Team for both recognition and improvement, as ensuring quicker assistance and consistent follow‑through remains a key priority.
We’ll remain available to support you and ensure everything continues to run as expected from here.
Kind regards,
Mweb Team
We understand how frustrating this process must have been, especially after waiting so long to get assistance and needing your service up and running.
We’re glad to see that your account issues have now been addressed. Getting that support and progress is important, and it’s good to know things have moved forward.
That said, the effort it took to reach this point clearly wasn’t the smooth experience you should have had.
Your feedback will be shared with our Service Quality Team for both recognition and improvement, as ensuring quicker assistance and consistent follow‑through remains a key priority.
We’ll remain available to support you and ensure everything continues to run as expected from here.
Kind regards,
Mweb Team
Best regards,