TJ
Tasneem J
1 reviews | Active since Oct 2024
10 Mar 2026, 14:09
Extremely Poor Service and Incorrect Billing – No Support from MWEB
I am extremely frustrated with the level of service I have received from MWEB. After multiple attempts through chats and support channels, not a single person has contacted me to resolve my issue. I specifically selected to be billed on the 27th of each month, yet I have continuously been billed incorrectly. Now, to make matters worse, I have received a message stating that I owe over R2000 for terminating a contract, which I never cancelled or terminated. It seems that MWEB is very quick to contact you when they want to sign you up, but when it comes to customer support and resolving billing errors, there is absolutely no assistance. I refuse to pay an absurd amount for something I did not do, especially when I have been trying repeatedly to get help and have been completely ignored. I expect someone from MWEB to contact me urgently to resolve this matter. If this issue is not addressed immediately, I will have no choice but to escalate this further. Very disappointing service.
Helpful (0)
Replies (8)0
Replies (8)
Mweb's replyOfficial
10 Mar 2026, 14:35Good afternoon, Tasneem.
Thank you for sharing your experience. We understand how frustrating billing concerns can be, especially after you have made several attempts to get assistance. Your concerns around the billing date and the charge you mentioned are important and deserve proper attention.We have located your profile and arranged for our Billing team to make contact with you to review the account in detail. They will discuss the billing, clarify the charges on the account, and go through the payment arrangements and billing going forward with you as soon as possible.Your feedback about the difficulty in getting assistance has also been shared internally so the relevant teams can review the experience and improve where needed. Our focus is to ensure this matter is properly reviewed and resolved with you directly. R^
Thank you for sharing your experience. We understand how frustrating billing concerns can be, especially after you have made several attempts to get assistance. Your concerns around the billing date and the charge you mentioned are important and deserve proper attention.We have located your profile and arranged for our Billing team to make contact with you to review the account in detail. They will discuss the billing, clarify the charges on the account, and go through the payment arrangements and billing going forward with you as soon as possible.Your feedback about the difficulty in getting assistance has also been shared internally so the relevant teams can review the experience and improve where needed. Our focus is to ensure this matter is properly reviewed and resolved with you directly. R^
Mweb's reply10 Mar 2026, 14:35
Official
Good afternoon, Tasneem.
Thank you for sharing your experience. We understand how frustrating billing concerns can be, especially after you have made several attempts to get assistance. Your concerns around the billing date and the charge you mentioned are important and deserve proper attention.We have located your profile and arranged for our Billing team to make contact with you to review the account in detail. They will discuss the billing, clarify the charges on the account, and go through the payment arrangements and billing going forward with you as soon as possible.Your feedback about the difficulty in getting assistance has also been shared internally so the relevant teams can review the experience and improve where needed. Our focus is to ensure this matter is properly reviewed and resolved with you directly. R^
Thank you for sharing your experience. We understand how frustrating billing concerns can be, especially after you have made several attempts to get assistance. Your concerns around the billing date and the charge you mentioned are important and deserve proper attention.We have located your profile and arranged for our Billing team to make contact with you to review the account in detail. They will discuss the billing, clarify the charges on the account, and go through the payment arrangements and billing going forward with you as soon as possible.Your feedback about the difficulty in getting assistance has also been shared internally so the relevant teams can review the experience and improve where needed. Our focus is to ensure this matter is properly reviewed and resolved with you directly. R^
TJ
Tasneem J's updateReviewer Update
10 Mar 2026, 17:11Thank you for the response, however I am still not satisfied with how this matter is being handled.
The issue exists because MWEB debited my account before the agreed billing date of the 27th, which resulted in a failed debit and additional collection attempts. This error originates from your billing process, not from my side.
I have already requested via email and WhatsApp that someone contact me at a specific time today, yet that request has again been ignored. If you expect customers to engage in discussions about billing and charges, then at the very least have the decency to respect a requested call time rather than making vague statements that someone will contact me “as soon as possible.”
I am not interested in discussing or accepting charges that resulted from an error on MWEB’s side. These charges should simply be corrected and reversed.
Please arrange a confirmed call time as requested so this can be resolved properly.
The issue exists because MWEB debited my account before the agreed billing date of the 27th, which resulted in a failed debit and additional collection attempts. This error originates from your billing process, not from my side.
I have already requested via email and WhatsApp that someone contact me at a specific time today, yet that request has again been ignored. If you expect customers to engage in discussions about billing and charges, then at the very least have the decency to respect a requested call time rather than making vague statements that someone will contact me “as soon as possible.”
I am not interested in discussing or accepting charges that resulted from an error on MWEB’s side. These charges should simply be corrected and reversed.
Please arrange a confirmed call time as requested so this can be resolved properly.
TJ
Tasneem J's update10 Mar 2026, 17:11
Reviewer Update
Thank you for the response, however I am still not satisfied with how this matter is being handled.
The issue exists because MWEB debited my account before the agreed billing date of the 27th, which resulted in a failed debit and additional collection attempts. This error originates from your billing process, not from my side.
I have already requested via email and WhatsApp that someone contact me at a specific time today, yet that request has again been ignored. If you expect customers to engage in discussions about billing and charges, then at the very least have the decency to respect a requested call time rather than making vague statements that someone will contact me “as soon as possible.”
I am not interested in discussing or accepting charges that resulted from an error on MWEB’s side. These charges should simply be corrected and reversed.
Please arrange a confirmed call time as requested so this can be resolved properly.
The issue exists because MWEB debited my account before the agreed billing date of the 27th, which resulted in a failed debit and additional collection attempts. This error originates from your billing process, not from my side.
I have already requested via email and WhatsApp that someone contact me at a specific time today, yet that request has again been ignored. If you expect customers to engage in discussions about billing and charges, then at the very least have the decency to respect a requested call time rather than making vague statements that someone will contact me “as soon as possible.”
I am not interested in discussing or accepting charges that resulted from an error on MWEB’s side. These charges should simply be corrected and reversed.
Please arrange a confirmed call time as requested so this can be resolved properly.
TJ
Tasneem J's updateReviewer Update
11 Mar 2026, 04:04Good day.
I need clarity regarding the charges currently reflected on my account. My service with MWEB is stipulated as month-to-month, and I did not cancel this service at any stage. I therefore do not understand why I am being charged what appears to be termination-related fees.
The debit order was meant to be collected on the 27th, but MWEB did not collect on that date. A retry was then processed later and failed. This situation arose from the debit not being processed on the original agreed date, not from any cancellation on my side.
In addition, invoices are already being issued around the 23rd of the month, which makes the billing cycle confusing when the debit order is only meant to run on the 27th. The entire system and communication around this is unclear.
I am not willing to pay the R2,652.38 balance, especially when the service is month-to-month and I never cancelled. At most, I am willing to pay a reasonable reconnection fee, but I refuse to pay a large amount that appears to be based on termination or penalties.
Please provide a full itemised breakdown of this balance and clarify why these charges were added when no cancellation request was made by me.
I would appreciate this being resolved urgently.
I need clarity regarding the charges currently reflected on my account. My service with MWEB is stipulated as month-to-month, and I did not cancel this service at any stage. I therefore do not understand why I am being charged what appears to be termination-related fees.
The debit order was meant to be collected on the 27th, but MWEB did not collect on that date. A retry was then processed later and failed. This situation arose from the debit not being processed on the original agreed date, not from any cancellation on my side.
In addition, invoices are already being issued around the 23rd of the month, which makes the billing cycle confusing when the debit order is only meant to run on the 27th. The entire system and communication around this is unclear.
I am not willing to pay the R2,652.38 balance, especially when the service is month-to-month and I never cancelled. At most, I am willing to pay a reasonable reconnection fee, but I refuse to pay a large amount that appears to be based on termination or penalties.
Please provide a full itemised breakdown of this balance and clarify why these charges were added when no cancellation request was made by me.
I would appreciate this being resolved urgently.
TJ
Tasneem J's update11 Mar 2026, 04:04
Reviewer Update
Good day.
I need clarity regarding the charges currently reflected on my account. My service with MWEB is stipulated as month-to-month, and I did not cancel this service at any stage. I therefore do not understand why I am being charged what appears to be termination-related fees.
The debit order was meant to be collected on the 27th, but MWEB did not collect on that date. A retry was then processed later and failed. This situation arose from the debit not being processed on the original agreed date, not from any cancellation on my side.
In addition, invoices are already being issued around the 23rd of the month, which makes the billing cycle confusing when the debit order is only meant to run on the 27th. The entire system and communication around this is unclear.
I am not willing to pay the R2,652.38 balance, especially when the service is month-to-month and I never cancelled. At most, I am willing to pay a reasonable reconnection fee, but I refuse to pay a large amount that appears to be based on termination or penalties.
Please provide a full itemised breakdown of this balance and clarify why these charges were added when no cancellation request was made by me.
I would appreciate this being resolved urgently.
I need clarity regarding the charges currently reflected on my account. My service with MWEB is stipulated as month-to-month, and I did not cancel this service at any stage. I therefore do not understand why I am being charged what appears to be termination-related fees.
The debit order was meant to be collected on the 27th, but MWEB did not collect on that date. A retry was then processed later and failed. This situation arose from the debit not being processed on the original agreed date, not from any cancellation on my side.
In addition, invoices are already being issued around the 23rd of the month, which makes the billing cycle confusing when the debit order is only meant to run on the 27th. The entire system and communication around this is unclear.
I am not willing to pay the R2,652.38 balance, especially when the service is month-to-month and I never cancelled. At most, I am willing to pay a reasonable reconnection fee, but I refuse to pay a large amount that appears to be based on termination or penalties.
Please provide a full itemised breakdown of this balance and clarify why these charges were added when no cancellation request was made by me.
I would appreciate this being resolved urgently.
TJ
Tasneem J's updateReviewer Update
11 Mar 2026, 04:17I am willing to pay the reconnection fee only to have my service restored. I do not accept the other charges reflected on my account, as my service is month-to-month and I did not cancel. The failed debit order on the 27th is a result of MWEB not collecting on the agreed date, and any retries that failed should not trigger termination or excessive penalties.
Please recalculate my account to reflect only the reconnection fee and the current month’s subscription, and provide me with a revised invoice. Once I receive this, I will make payment immediately.
I am disputing the remaining balance and request that no further penalties, termination, or collection action be app**** until this matter is clarified.
Kindly confirm receipt and provide the revised invoice urgently.
Thank you.
Please recalculate my account to reflect only the reconnection fee and the current month’s subscription, and provide me with a revised invoice. Once I receive this, I will make payment immediately.
I am disputing the remaining balance and request that no further penalties, termination, or collection action be app**** until this matter is clarified.
Kindly confirm receipt and provide the revised invoice urgently.
Thank you.
TJ
Tasneem J's update11 Mar 2026, 04:17
Reviewer Update
I am willing to pay the reconnection fee only to have my service restored. I do not accept the other charges reflected on my account, as my service is month-to-month and I did not cancel. The failed debit order on the 27th is a result of MWEB not collecting on the agreed date, and any retries that failed should not trigger termination or excessive penalties.
Please recalculate my account to reflect only the reconnection fee and the current month’s subscription, and provide me with a revised invoice. Once I receive this, I will make payment immediately.
I am disputing the remaining balance and request that no further penalties, termination, or collection action be app**** until this matter is clarified.
Kindly confirm receipt and provide the revised invoice urgently.
Thank you.
Please recalculate my account to reflect only the reconnection fee and the current month’s subscription, and provide me with a revised invoice. Once I receive this, I will make payment immediately.
I am disputing the remaining balance and request that no further penalties, termination, or collection action be app**** until this matter is clarified.
Kindly confirm receipt and provide the revised invoice urgently.
Thank you.
TJ
Tasneem J's updateReviewer Update
11 Mar 2026, 04:19I am disputing the remaining balance and request that no further penalties, termination, or collection action be app**** until this matter is clarified. Let me be clear: I will not pay any other charges under dispute and will escalate if you attempt to enforce them.
TJ
Tasneem J's update11 Mar 2026, 04:19
Reviewer Update
I am disputing the remaining balance and request that no further penalties, termination, or collection action be app**** until this matter is clarified. Let me be clear: I will not pay any other charges under dispute and will escalate if you attempt to enforce them.
Mweb's replyOfficial
11 Mar 2026, 08:45Hi Tasneem, thank you for your message and for raising your concerns regarding the remaining balance. Our billing team did attempt to contact you to discuss the matter further. A request has now been sent for the team to attempt to reach you again to review the disputed charges and provide clarification on the account. The team will engage with you directly to go through the balance and assist with resolving the query. Your feedback has been noted, and the matter remains under review. Thank you for your patience while the billing team follows up. U^
Mweb's reply11 Mar 2026, 08:45
Official
Hi Tasneem, thank you for your message and for raising your concerns regarding the remaining balance. Our billing team did attempt to contact you to discuss the matter further. A request has now been sent for the team to attempt to reach you again to review the disputed charges and provide clarification on the account. The team will engage with you directly to go through the balance and assist with resolving the query. Your feedback has been noted, and the matter remains under review. Thank you for your patience while the billing team follows up. U^
TJ
Tasneem J's updateReviewer Update
11 Mar 2026, 08:48They may contact me at 11am today or 3pm
TJ
Tasneem J's update11 Mar 2026, 08:48
Reviewer Update
They may contact me at 11am today or 3pm
Mweb's replyOfficial
11 Mar 2026, 08:50We have noted your request. Thank you.
Mweb's reply11 Mar 2026, 08:50
Official
We have noted your request. Thank you.