Complaint Regarding Service Termination and Settlement Fee from MWEB

Subject: Complaint Regarding Service Termination and Settlement Fee from MWEB

I am writing to express my dissatisfaction with the service provided by MWEB and the unfair demand for a settlement fee.

In September 2024, I decided to cancel my Wi-Fi service with MWEB. I followed the cancellation process by speaking to someone from their cancellation department over the phone and also through their app. My last payment was made on 30 September 2024, as I informed them that I would no longer be using their service from October 2024. Despite this, MWEB continued to deduct payments from my account, prompting me to stop the debits since the service was no longer being utilized.

To my surprise, I received a lawyer's letter today demanding an outstanding settlement fee. I fail to understand why I am being asked to pay for a service that I cancelled correctly and did not use from October 2024 onwards.

I am extremely dissatisfied with the way MWEB has handled this situation, and I request a fair resolution to this matter.

Regards, Ulen Afrika