CUSTOMER SERVICE

I am absolutely appalled at the service of MWEB. In January, I logged a complaint about my LTE device not working, the consultant then told me that the issue is the SIM card REF Number: CVIS41205. On the 25th of January a new SIM card was delivered to me. I followed the instructions and inserted the new SIM card, however, still, my internet connection did not work. I called the MWEB technical line and explained to them my situation, they then said I need a router swop out as the one I have is faulty. I was told it would take up to 10 days for delivery. I waited patiently for more than ten days before I called again to find out what the progress was on the complaint logged. I got told that your hardware team is dealing with it and they will update me ASAP. I called continuously everyday to find out what the progress was and each time I called, I had to explaining the situation from start til end, thereafter, I get put on hold for the consultant to speak to the hardware team, the hardware team then says they are working on it. I recall the first excuse I was given by the hardware team after that on another day is that the courier had a problem with dispatching the routers. I then waited for them to get back to me as they said they would and still nothing. I called again continuously for days after, everyday. Until one of your consultants told me that the issue is that the courier has marked the router as delivered on the 25th of January, but the ticket for a router swop out was only done on the 30th of Jan. I was and still am so fed up. I called to cancel my contract with you guys, and their response was that I am going to have to pay the remaining of the contract for the router , however, the router isn't working, why would I pay for it?????? I am stuck in such a **** situation with MWEB and I desperately need internet. They are debiting my account for R530.00 but providing me with nothing. *** is that???? Also, my account shows as active on my MWEB profile as if everything is smooth sailing. This is absolute bull**** MWEB. I hope this message gets through to you guys and I can resume having internet again, as you guys have caused me a lot of inconvenience.