Complaint Against MWEB – Deceased Account Mishandling & Unauthorized Billing

Complaint Against MWEB – Deceased Account Mishandling & Unauthorized Billing

I am lodging this complaint after repeated unsuccessful attempts to resolve an extremely concerning situation with MWEB.

Following the passing of my mother, her MWEB account was formally closed while I was handling her estate affairs. During this process, I discovered that MWEB had been debiting her account for more than 15 years for a service she was no longer using — something that only came to light after her death.

More concerning, a debit order linked to her account was subsequently transferred into my personal name without my consent, authorization, or any contractual agreement with me.

I have never entered into an agreement with MWEB, nor did I approve any transfer of liability. Despite attempts to contact support, it has been extremely difficult to reach anyone capable of resolving the matter.

This situation has caused significant distress during an already sensitive time. Companies dealing with deceased estates have a responsibility to act with accuracy, transparency, and compassion. In this case, the handling of the account has been unacceptable.

I am requesting the following immediate actions: • Cancellation of all billing linked to my name relating to this account • Written confirmation that I carry no financial liability • Confirmation that the deceased account has been properly closed and finalized • Investigation into long-term billing for unused services

If unresolved, I will escalate this matter further through ICASA and the Consumer Protection Commission.

I hope MWEB resolves this urgently and improves its processes to prevent other families from experiencing similar distress.