Confusing and Contradictory Handling of My Billing and Cancellation Request

I recently contacted MWEB via WhatsApp regarding a billing matter that I was trying to resolve. Unfortunately, the interaction became increasingly frustrating because I could not get a clear resolution from the agent.

After we were unable to reach common ground, I requested to cancel my MWEB services. I was then informed that there would be a cancellation/clawback fee of R999. I asked for the matter to be escalated so that the billing issue and the cancellation charge could be properly addressed, but I was told that the matter did not qualify for escalation.

This is another aspect of the experience that concerns me. I don't understand how a customer is supposed to challenge a billing matter when the same agent handling the dispute can determine that the matter does not qualify for escalation. If a customer is unable to resolve a dispute with the first-line agent, there should at least be a clear and transparent process for requesting a second-level review.

When the agent later asked whether I needed anything else, I again clearly requested that my services be cancelled. The response I received was: "Please hold for our cancellations team."

What I found particularly concerning was that, after being transferred, the agent I was speaking to told me that they could not see the R999 cancellation/clawback charge and that I would need to confirm it with the cancellations department. This was confusing because I had just been told by the previous agent that I had been transferred to the cancellations team.

The agent then advised me that the amount currently due was R896.32 and that there was no cancellation amount showing on their side. This directly contradicted the previous information I had received regarding the R999 cancellation fee.

This left me confused about what had actually been communicated to me and whether my cancellation request had even been properly processed.

My main concern is not simply the cancellation fee. It is the lack of clarity and the way the matter was handled. If a customer requests cancellation and is told they are being transferred to the cancellations team, I would expect the process to be clear and transparent.