GL
Ghadija L
1 reviews | Active since Sept 2016
12 Mar 2026, 08:55
Disgusting Customer service
Imagine you are calling a company and its takes you almost 2 hours to speak to someone. The account was meant to be cancelled since we gave notice in February and we were charged in March again. This is ********* practice. If I give notice in February why am I charged again full price in March when I havent wven been using the seevuce as we pay for another fibre on our new address with you guys. This has now turned into a ****** show. I haven't even got a response from a email I sent. The level.of customer service is beyond a joke. Please have a look at the email I sent: I am very dissatisfied with the service received from Mweb.
I called last month to cancel my Mweb account number ***2. Its an account that is registerd to a address 7a Limerick Road.
We moved house and no longer use it however we paid last month for the service we had not used and this month we were charged again.
I am not happy about this and would like my money refunded as soon as possible. You can check no usage was made from that wifi.
Please let me know when I am to be refunded and I also need to know when the line will be disconnected so no future direct debit go off. Also I have evidence of the advisor telling me it was nkt cancelled and that I woukd need to speak with retention team. After waiting 2 long hours to.soeak to.him I am then out in another que to speak to retention. There's no way I am going to allow another direct debit to.go off. Please close the account and refund my money since you guys failed to.cancel.the account. You are only meant to take a pro rata charge but not the full amount for a service being cancelled and no usage.
Helpful (0)
Replies (7)0
Replies (7)
Mweb's replyOfficial
12 Mar 2026, 09:38Good day, Ghadija. Thank you for taking the time to share your experience with us. We completely understand how frustrating it must be to spend hours waiting on calls, only to still have concerns around your cancellation and billing unresolved. This is certainly not the experience we want our clients to have.
We’ve reached out to our Retentions Team for them to review the account holders account and connect with them directly to provide further assistance regarding the cancellation, any pro-rata charges, and the refund. Your feedback about the delays and the difficulty in getting through has also been shared so it can help improve the process for other clients.
We appreciate your patience while the Retentions Team follows up and provides the necessary support.
Kind regards, Mweb Team
We’ve reached out to our Retentions Team for them to review the account holders account and connect with them directly to provide further assistance regarding the cancellation, any pro-rata charges, and the refund. Your feedback about the delays and the difficulty in getting through has also been shared so it can help improve the process for other clients.
We appreciate your patience while the Retentions Team follows up and provides the necessary support.
Kind regards, Mweb Team
Mweb's reply12 Mar 2026, 09:38
Official
Good day, Ghadija. Thank you for taking the time to share your experience with us. We completely understand how frustrating it must be to spend hours waiting on calls, only to still have concerns around your cancellation and billing unresolved. This is certainly not the experience we want our clients to have.
We’ve reached out to our Retentions Team for them to review the account holders account and connect with them directly to provide further assistance regarding the cancellation, any pro-rata charges, and the refund. Your feedback about the delays and the difficulty in getting through has also been shared so it can help improve the process for other clients.
We appreciate your patience while the Retentions Team follows up and provides the necessary support.
Kind regards, Mweb Team
We’ve reached out to our Retentions Team for them to review the account holders account and connect with them directly to provide further assistance regarding the cancellation, any pro-rata charges, and the refund. Your feedback about the delays and the difficulty in getting through has also been shared so it can help improve the process for other clients.
We appreciate your patience while the Retentions Team follows up and provides the necessary support.
Kind regards, Mweb Team
GL
Ghadija L's updateReviewer Update
12 Mar 2026, 12:59Thank you for your prompt response and immediate action on my complaint. I just received a call from a guy from the number ***. He called me to listen to my situation. I found his call unhelpful. He told me that the account has been cancelled however this will.only happen as per next month. I am not.happy at all. When I then questioned him on the account not being cancelled as per when I called he then stated I needed to.speak.to another team about this. I have already spent so much time with you guys trying to sort this matter and no one seems to want to take accountability for the account not being cancelled after 30 day notice had been given in February already. I would also like my money refunded R849 is alot of money for a service I have not used and did what I needed to ensure I do t pay for a service I am not using. A problem that is now mine since someone messed up and had not logged the 30 day botice. Please can you find me a competent person who is able to resolve my matter.
GL
Ghadija L's update12 Mar 2026, 12:59
Reviewer Update
Thank you for your prompt response and immediate action on my complaint. I just received a call from a guy from the number ***. He called me to listen to my situation. I found his call unhelpful. He told me that the account has been cancelled however this will.only happen as per next month. I am not.happy at all. When I then questioned him on the account not being cancelled as per when I called he then stated I needed to.speak.to another team about this. I have already spent so much time with you guys trying to sort this matter and no one seems to want to take accountability for the account not being cancelled after 30 day notice had been given in February already. I would also like my money refunded R849 is alot of money for a service I have not used and did what I needed to ensure I do t pay for a service I am not using. A problem that is now mine since someone messed up and had not logged the 30 day botice. Please can you find me a competent person who is able to resolve my matter.
Mweb's replyOfficial
12 Mar 2026, 14:34Hello Ghadija. We never want any of our clients to feel unheard or frustrated. We have reported your feedback directly to the relevant teams to investigate and improve where necessary. Our teams will email the account holder to further advise as soon as possible.
Kind regards,
Mweb Team
Kind regards,
Mweb Team
Mweb's reply12 Mar 2026, 14:34
Official
Hello Ghadija. We never want any of our clients to feel unheard or frustrated. We have reported your feedback directly to the relevant teams to investigate and improve where necessary. Our teams will email the account holder to further advise as soon as possible.
Kind regards,
Mweb Team
Kind regards,
Mweb Team
GL
Ghadija L's updateReviewer Update
14 Mar 2026, 22:04This has now become a matter of urgency. I just checked and noticed I received a text a mtn LTE product is being cancelled. This item belongs to our shop that we rely on for the camera systems. If you Mweb has cancelled this then I have no hooe of getting anytjing resolved. The account that wS supposed to be cancelled is an account refusterd to the address of 7a Limerick road, Glen view thats costs us R849. We had given notice in February for this to be cancelled, account no ***2 is what i was given. For some reason I am unable to login to it. If this matter is nit resolved I will need to contact your CEO. This is money being thrown away for you people's incompetence, plus my time to be in the que speaking to a agent who passes me over to someone else. I am giving you guys the opportunity to rectify this but you will not take another R849 from my bank account. The only two accounts I should have is the MTN LTE and a Fibre connected to hims 7a Limerick.
GL
Ghadija L's update14 Mar 2026, 22:04
Reviewer Update
This has now become a matter of urgency. I just checked and noticed I received a text a mtn LTE product is being cancelled. This item belongs to our shop that we rely on for the camera systems. If you Mweb has cancelled this then I have no hooe of getting anytjing resolved. The account that wS supposed to be cancelled is an account refusterd to the address of 7a Limerick road, Glen view thats costs us R849. We had given notice in February for this to be cancelled, account no ***2 is what i was given. For some reason I am unable to login to it. If this matter is nit resolved I will need to contact your CEO. This is money being thrown away for you people's incompetence, plus my time to be in the que speaking to a agent who passes me over to someone else. I am giving you guys the opportunity to rectify this but you will not take another R849 from my bank account. The only two accounts I should have is the MTN LTE and a Fibre connected to hims 7a Limerick.
Mweb's replyOfficial
16 Mar 2026, 09:42Good morning, Ghadija. We understand how concerning this situation must be, especially as it impacts your shop’s operations. As a follow-up, we have reached out to the Retentions team who recently worked on your profile, updated them with your feedback, and requested that they review the account thoroughly. They will email you directly with an update addressing your concerns and detailing the way forward as soon as possible.
We appreciate your patience while we work to ensure the correct accounts remain active and that any unnecessary charges are addressed.
Kind regards,
The Mweb Team
We appreciate your patience while we work to ensure the correct accounts remain active and that any unnecessary charges are addressed.
Kind regards,
The Mweb Team
Mweb's reply16 Mar 2026, 09:42
Official
Good morning, Ghadija. We understand how concerning this situation must be, especially as it impacts your shop’s operations. As a follow-up, we have reached out to the Retentions team who recently worked on your profile, updated them with your feedback, and requested that they review the account thoroughly. They will email you directly with an update addressing your concerns and detailing the way forward as soon as possible.
We appreciate your patience while we work to ensure the correct accounts remain active and that any unnecessary charges are addressed.
Kind regards,
The Mweb Team
We appreciate your patience while we work to ensure the correct accounts remain active and that any unnecessary charges are addressed.
Kind regards,
The Mweb Team
GL
Ghadija L's updateReviewer Update
03 Apr 2026, 09:03Hi. I just want to update you that the account has been cancelled. Thanks for sorting this. They did however cancel the wifi we use at our business premises as well. I am willing to let that go if you can please just get another matter sorted for me. They cancelled a order I incorrectl placed however although the order is cancelled the account is in a negative when they had already taken the money from my bank account. Due to this I am unable to order the product I want. The advisor then said the account will be credited but the opposite happened. Please help.
GL
Ghadija L's update03 Apr 2026, 09:03
Reviewer Update
Hi. I just want to update you that the account has been cancelled. Thanks for sorting this. They did however cancel the wifi we use at our business premises as well. I am willing to let that go if you can please just get another matter sorted for me. They cancelled a order I incorrectl placed however although the order is cancelled the account is in a negative when they had already taken the money from my bank account. Due to this I am unable to order the product I want. The advisor then said the account will be credited but the opposite happened. Please help.
Mweb's replyOfficial
07 Apr 2026, 14:36 Hello there. Some messages over the Easter weekend may not have been responded to immediately. We want to reassure you that Mweb is fully committed to providing support and will address every query without delay.This is an automated follow-up to make sure you are fully supported. Please send a private message for any assistance—we’ll reply as quickly as possible.Kind regards,
The Mweb Team
The Mweb Team
Mweb's reply07 Apr 2026, 14:36
Official
Hello there. Some messages over the Easter weekend may not have been responded to immediately. We want to reassure you that Mweb is fully committed to providing support and will address every query without delay.This is an automated follow-up to make sure you are fully supported. Please send a private message for any assistance—we’ll reply as quickly as possible.Kind regards,
The Mweb Team
The Mweb Team