Frustrated Customer -

If I could give a 0 rating , I would but unfortunately I have to provide a 1 star rating.

My WIFI stopped working at the beginning of February to which I contacted MWEB directly. After going through multiple departments, they figured out that the line was cancelled, for which they could not provide a reason. After promising that a manager would contact me, no one contacted me with any resolution.

I had to call back the following week and go through the entire same process again upon which they said that the debit order did not go through on February 1st and that I should provide proof and that they would call once they had resolution. I sent through an email with proof that the debit order did go off and still no one called. I however got an sms to ask to pay reactivation fees yet again for a wifi subscription that I never cancelled and there were further attempts to debit my account with reactivation fees. I received no communication regarding any sort of resolution. My WIFI was still not working.

I was away on business for a few weeks and did not have time to follow up. I was double debited at the beginning of May for WIFI that was not even working. I called to ask for assistance and I had also asked that they assist me with changing my number as my phone broke. They promised to send me an email and I received nothing.

Today I called again asking for assistance with the matter and no one can provide reasons or answers. In my frustration with Brenda from Retentions I asked her to cancel my WIFI service because I do not have the time nor energy to deal with the incompetency of this WIFI service. I asked her to refund me for all the months I was debited when the WIFI was not working. She said she had to put me through to technical department for this. I am now sitting 45 minutes in the very same call in the middle of my working day with Billing because she had not put me directly through to Technical. Billing has no idea of what's going on so I am now on hold while they liase with their admin department.

Please MWEB, cancel my order with immediate effect and refund me for all the months my WIFI has not been working. Is this such a difficult task to undertake? I am extremely frustrated with the incompetency and lack of care from all your departments. If there was a way to refund me for all the minutes I've spent speaking to all your departments and *********** staff, that would be great too!