Enraged

To say I am ****ed is an understatement, I am so furious by the service I have received from Mweb and its not even a month into the contract.

I have never had issues before or is that because your contract was with the company now that its personal they don’t care as long the debit order was processed successfully and they received the money?

To cut the very long story short I was using MTN LTE under the contract between MWEB and the company I work for, but the company decided that instead of forcing everyone to stick with MWEB they would rather subsidies us individually so that everyone can get the company the prefer. I chose to stay with MWEB because I have never experienced any issues, but MTN suddenly has no coverage in my area according to your systems so I opted for Telkom LTE ****tle did I know I was going to regret this very soon). I didn’t have issues with Telkom because it does have coverage in my area, I mean my phone service provider is Telkom.

I have had issues with this sim card since it became active on October 05, 2023. I have called in more than 10 times being transferred to different departments including the technical support, I have logged queries on the App but still the sim card displayed ‘connected, no internet’. So on Monday I called in to cancel this because clearly I need a better solution because I kept my end of the deal and paid but it happens I paid for nothing.

Cancellation was logged and I got the sms but still no clarity as to when it will cancelled so I called in yesterday to confirm if its cancelled since now the sim card inactive. To my surprise after speaking to 3 different guys the sim card was suspended but its still supposed to be active got no feedback on the turnaround for cancellation but the last guy I spoke to said he will escalate with Telkom.

After calling in several times and speaking to different guys I know not to trust any of theit staff, so I called today to find out 1. If the matter was escalated to Telkom 2. What is the turnaround time 3. When will it be cancelled. I wasn’t so shocked to find out when I called this morning that nothing was escalated but the guy said he will escalate and it will take 7 business days to get response from Telkom. He then transferred the call to cancelations it disconnected I had to call in again. I spoke to a lady who said it will be cancelled end of November you guys will debit again end of October and I asked why she didn’t give a clear answer and only said I will be reimbursed for the days I had no connectivity on, I had more questions she couldn’t answer I asked her to put me through complaints and said I should just send an email then cut the call.

My main issue again is that I paid R477.81 for full month of LTE but never even had a single full day of connection I also paid R299 RICA delivery fee for a sim card that had no internet 95% of the time and is now suspended.

So they expect me to pay again for November when I barely used your service this month? Exactly how am I going to be reimbursed for this month? What am I supposed to do in this 7 days while waiting for Telkom when you don’t even offer an alternative solution. The customer service level/lack of I received during this period on numerous calls and logging queries on the App is appalling yesterday I called 3 times and this morning I have already called 2 times. Because of Mweb's incompetence I have had to incur extra expenses this month with the amount I have spent contacting you in these 2 weeks and travelling to the office everyday so I can be able to work