DISREGARD OF THE CONSUMER PROTECTION ACT: CUSTOMER SATISFACTION

On Monday 3 August 2020, my internet connection disconnected. I proceed to call for assistance and I was told by a technical consultant that at 15:25pm to be precise, my account was terminated. To my surprise the termination of my account was without my knowledge and the debit order has already been deducted. The consultant failed to assist and later proceed to log-in my query and adviced that I call the accounts department the following morning.

4 August 2020. I called the account department at approximately 8-9am. The consultant indicated that my account was up to date, she the preferred me to sales support department. The consultant in this department indicated that an email will be sent to service provide (Vuma) to reactive my account and proceeded to tell me that this might take 24-48 hours. The consultant failed to explain why and how my account was terminated without my knowledge.

5 August 2020 At approximately 8-9am, started off at the technical department. The consultant sees the notes that were captured his colleagues and proceeds to indicate to me that my connection is in the process of being activated. He then indicated that the people who can assist me would be the sales support team, and suggests that I be referred to them.AGAIN. the sales support team still failed to explain why this occurred and referred me to 'technical' support. After the referral, no one picked up from this 'supposed' department.

6 August Called again at approximately 8-9am, and experienced the same cycle of referrals. Another fruitless attempt.

Two issues are at hand here: reactivation of my reconnection and an explanation how an account was terminated without the owners CONSENT. I have only been with Mweb for 4 months and it's been the worst experience and I have had technicians come fix the fibre box. Customer service is poor, you will NEVER get assistance.