RvdM
Rachelle van der Merwe
1 reviews | Active since Oct 2020
03 Apr 2026, 09:58
Do not join MWEB! Their service is unimaginably terrible and you will pay for it!
After more than 20 years of steadily deteriorating service, MWEB cut us off On 11 March 2026 because we owed them the R200 increase in monthly fees that they never communicated to us - no emails and no calls. After holding for more than 9 hours at a cost of R450 in voice minutes (cut off multiple twice when my mobile credit ran out), I told MWEB on 12 March 2026 that I want to cancel my subscription. 2 Days later a recovery agent rings and offers me 25% off my R1,060 monthly bill for 6 months if I stay - this is ridiculous considering I lost 2 days of work and spent R450 waiting in line for 10 hours - the total cost to me is staggering. I told him I already have another service provider lined up for 1 May. Astoundingly, my broadband was cut off again this morning. This time I checked the app and see that a random invoice of R30 was added to my account on 25 March - no indication what the R30 is for and again no communication - only an invoice on the app which most older people do not expect. So again MWEB cut us off - this time for a random R30 that is not part of our monthly bill. I paid the R30 - it cost me R10 for immediate Payshap payment, but we are still not connected. Their live chat does not work and I am spending another R450 and 10 hours waiting to speak to a customer support. This company deserves 0 stars. Do not join them! Any review here over 1 star must be one of their own workers.
Helpful (0)
Replies (8)0
Replies (8)RvdM
Rachelle van der Merwe's updateReviewer Update
03 Apr 2026, 10:11It is mind boggling that they added a random R30 to our account - visible only on the app - and then cut us off 6 days later - on easter Friday when their contact centre is probably even less staffed than the other time I rang. Do they expect one to check the app every day to see if a random charge was app**** to your account? It is ridiculous for all customers, but even impossible for older customers who are not comfortable with using apps.
RvdM
Rachelle van der Merwe's update03 Apr 2026, 10:11
Reviewer Update
It is mind boggling that they added a random R30 to our account - visible only on the app - and then cut us off 6 days later - on easter Friday when their contact centre is probably even less staffed than the other time I rang. Do they expect one to check the app every day to see if a random charge was app**** to your account? It is ridiculous for all customers, but even impossible for older customers who are not comfortable with using apps.
Mweb's replyOfficial
07 Apr 2026, 08:53Good morning, Rachelle,
We noticed a few messages over the Easter weekend might not have received a response. Mweb is dedicated to ensuring every customer receives timely and helpful support.
This is an automated follow-up to confirm we’re here for you. Please reach out via private message for any further assistance, and we’ll get back to you ASAP.
Kind regards,
The Mweb Team
We noticed a few messages over the Easter weekend might not have received a response. Mweb is dedicated to ensuring every customer receives timely and helpful support.
This is an automated follow-up to confirm we’re here for you. Please reach out via private message for any further assistance, and we’ll get back to you ASAP.
Kind regards,
The Mweb Team
Mweb's reply07 Apr 2026, 08:53
Official
Good morning, Rachelle,
We noticed a few messages over the Easter weekend might not have received a response. Mweb is dedicated to ensuring every customer receives timely and helpful support.
This is an automated follow-up to confirm we’re here for you. Please reach out via private message for any further assistance, and we’ll get back to you ASAP.
Kind regards,
The Mweb Team
We noticed a few messages over the Easter weekend might not have received a response. Mweb is dedicated to ensuring every customer receives timely and helpful support.
This is an automated follow-up to confirm we’re here for you. Please reach out via private message for any further assistance, and we’ll get back to you ASAP.
Kind regards,
The Mweb Team
RvdM
Rachelle van der Merwe's updateReviewer Update
11 Apr 2026, 11:56I paid the random R30 8 days ago and you still have not reconnected me. I'm again in never-ending queue to speak to customer service. Shame on you. I can't wait to be rid of you.
RvdM
Rachelle van der Merwe's update11 Apr 2026, 11:56
Reviewer Update
I paid the random R30 8 days ago and you still have not reconnected me. I'm again in never-ending queue to speak to customer service. Shame on you. I can't wait to be rid of you.
Mweb's replyOfficial
13 Apr 2026, 15:56Good afternoon,
We understand how frustrating and exhausting this experience must have been, especially given the repeated service interruptions, billing confusion, and the significant time and cost spent trying to reach support without resolution. It’s also concerning to hear about the impact this has had on your work and connectivity.
In order to assist you further and review your account in detail, could you please provide your Mweb account number, email address, or cellphone number linked to the account? This will allow the team to locate your profile and investigate the matter thoroughly so the appropriate support can be provided.
Kind regards,
The Mweb Team
We understand how frustrating and exhausting this experience must have been, especially given the repeated service interruptions, billing confusion, and the significant time and cost spent trying to reach support without resolution. It’s also concerning to hear about the impact this has had on your work and connectivity.
In order to assist you further and review your account in detail, could you please provide your Mweb account number, email address, or cellphone number linked to the account? This will allow the team to locate your profile and investigate the matter thoroughly so the appropriate support can be provided.
Kind regards,
The Mweb Team
Mweb's reply13 Apr 2026, 15:56
Official
Good afternoon,
We understand how frustrating and exhausting this experience must have been, especially given the repeated service interruptions, billing confusion, and the significant time and cost spent trying to reach support without resolution. It’s also concerning to hear about the impact this has had on your work and connectivity.
In order to assist you further and review your account in detail, could you please provide your Mweb account number, email address, or cellphone number linked to the account? This will allow the team to locate your profile and investigate the matter thoroughly so the appropriate support can be provided.
Kind regards,
The Mweb Team
We understand how frustrating and exhausting this experience must have been, especially given the repeated service interruptions, billing confusion, and the significant time and cost spent trying to reach support without resolution. It’s also concerning to hear about the impact this has had on your work and connectivity.
In order to assist you further and review your account in detail, could you please provide your Mweb account number, email address, or cellphone number linked to the account? This will allow the team to locate your profile and investigate the matter thoroughly so the appropriate support can be provided.
Kind regards,
The Mweb Team
RvdM
Rachelle van der Merwe's updateReviewer Update
19 Apr 2026, 19:34My cellphone number is ***. It’s 2 weeks and 2 days now since you cut us we paid the random R30 and an extra R30 on the same day. We’ve been away and returned today to find our broadband still cut off. Please reconnect immediately.
RvdM
Rachelle van der Merwe's update19 Apr 2026, 19:34
Reviewer Update
My cellphone number is ***. It’s 2 weeks and 2 days now since you cut us we paid the random R30 and an extra R30 on the same day. We’ve been away and returned today to find our broadband still cut off. Please reconnect immediately.
Mweb's replyOfficial
20 Apr 2026, 10:12Hi Rouchelle, we see that you recently interacted with our support team regarding your query. We would like to check in and confirm whether you still require any further assistance from our side.
Please let us know so we can gladly assist you further if needed.
Kind regards,
Mweb Support Team
Mweb Support Team
Mweb's reply20 Apr 2026, 10:12
Official
Hi Rouchelle, we see that you recently interacted with our support team regarding your query. We would like to check in and confirm whether you still require any further assistance from our side.
Please let us know so we can gladly assist you further if needed.
Kind regards,
Mweb Support Team
Mweb Support Team
RvdM
Rachelle van der Merwe's updateReviewer Update
28 Apr 2026, 16:59Good afternoon, we are supposed to join RSAWeb in 3 days' time, but it is on hold because we still have not received the cancellation confirmation email from you. I requested the cancellation 6 weeks ago and have rung 5 times to request the cancellation email. Five times you have promised to email the cancellation confirmation, but we still have not received it. This morning agent Lee promised her manager will send it within an hour, but nothing was sent. The reference number is mwb***4.
Please note the cancellation is for the broadband. As requested 6 weeks ago and 5 times in between, we want to keep the email until we can change our address everywhere.
I am currently on hold waiting for Cancellations team - again. Can you please email the confirmation of cancellation immediately.
Please note the cancellation is for the broadband. As requested 6 weeks ago and 5 times in between, we want to keep the email until we can change our address everywhere.
I am currently on hold waiting for Cancellations team - again. Can you please email the confirmation of cancellation immediately.
RvdM
Rachelle van der Merwe's update28 Apr 2026, 16:59
Reviewer Update
Good afternoon, we are supposed to join RSAWeb in 3 days' time, but it is on hold because we still have not received the cancellation confirmation email from you. I requested the cancellation 6 weeks ago and have rung 5 times to request the cancellation email. Five times you have promised to email the cancellation confirmation, but we still have not received it. This morning agent Lee promised her manager will send it within an hour, but nothing was sent. The reference number is mwb***4.
Please note the cancellation is for the broadband. As requested 6 weeks ago and 5 times in between, we want to keep the email until we can change our address everywhere.
I am currently on hold waiting for Cancellations team - again. Can you please email the confirmation of cancellation immediately.
Please note the cancellation is for the broadband. As requested 6 weeks ago and 5 times in between, we want to keep the email until we can change our address everywhere.
I am currently on hold waiting for Cancellations team - again. Can you please email the confirmation of cancellation immediately.
Mweb's replyOfficial
28 Apr 2026, 17:07Hi Rachelle
We understand how stressful this is, especially with your move to a new ISP scheduled in just a few days and after requesting the cancellation as far back as six weeks ago. Repeated promises without delivery are understandably frustrating.
A request has been sent to the Cancellations Team to urgently issue and email the formal cancellation confirmation and to ensure the line is released, allowing your new ISP to proceed without further delay. They have been asked to take immediate ownership and follow through directly.
Your experience, including the repeated follow-ups and lack of confirmation despite assurances, will be shared with our Service Quality Team for review, as this highlights a breakdown in follow-through that needs attention.
Kind regards,
Mweb Team
We understand how stressful this is, especially with your move to a new ISP scheduled in just a few days and after requesting the cancellation as far back as six weeks ago. Repeated promises without delivery are understandably frustrating.
A request has been sent to the Cancellations Team to urgently issue and email the formal cancellation confirmation and to ensure the line is released, allowing your new ISP to proceed without further delay. They have been asked to take immediate ownership and follow through directly.
Your experience, including the repeated follow-ups and lack of confirmation despite assurances, will be shared with our Service Quality Team for review, as this highlights a breakdown in follow-through that needs attention.
Kind regards,
Mweb Team
Mweb's reply28 Apr 2026, 17:07
Official
Hi Rachelle
We understand how stressful this is, especially with your move to a new ISP scheduled in just a few days and after requesting the cancellation as far back as six weeks ago. Repeated promises without delivery are understandably frustrating.
A request has been sent to the Cancellations Team to urgently issue and email the formal cancellation confirmation and to ensure the line is released, allowing your new ISP to proceed without further delay. They have been asked to take immediate ownership and follow through directly.
Your experience, including the repeated follow-ups and lack of confirmation despite assurances, will be shared with our Service Quality Team for review, as this highlights a breakdown in follow-through that needs attention.
Kind regards,
Mweb Team
We understand how stressful this is, especially with your move to a new ISP scheduled in just a few days and after requesting the cancellation as far back as six weeks ago. Repeated promises without delivery are understandably frustrating.
A request has been sent to the Cancellations Team to urgently issue and email the formal cancellation confirmation and to ensure the line is released, allowing your new ISP to proceed without further delay. They have been asked to take immediate ownership and follow through directly.
Your experience, including the repeated follow-ups and lack of confirmation despite assurances, will be shared with our Service Quality Team for review, as this highlights a breakdown in follow-through that needs attention.
Kind regards,
Mweb Team