AB
Amanda B
1 reviews | Active since Nov 2017
05 May 2026, 12:48
frustrating incredibly disappointing experience
My experience with MWEB has been extremely frustrating from the very beginning.
During onboarding, there was a complete lack of clarity, which resulted in me ending up with two routers. This caused confusion about which account was actually active, and I was never properly informed or guided through the process.
Despite this confusion, I was billed over R1000 without a clear explanation. I have since made multiple attempts via email to resolve the issue, but nothing has been properly addressed.
I also requested a change to my debit order date, which was not actioned. As a result, I was billed again—this time around R1800—without understanding what the charges were for.
Overall, the service has been very poor. Communication is lacking, issues are not resolved, and billing is unclear and inconsistent. This has been an incredibly disappointing experience.
Helpful (0)
Replies (3)0
Replies (3)
Mweb's replyOfficial
05 May 2026, 13:06Hi Amanda,
Thank you for taking the time to share this with us. We understand how frustrating and overwhelming this experience has been from the very start, especially the lack of clarity during onboarding, ending up with multiple routers, and then being billed significant amounts without clear explanations. This is not the experience we want for our clients, and we recognise the stress and inconvenience this has caused.
We’ve arranged for our Finance Team to review your account in detail, including the billing amounts, the active account status, and the debit order date change that was requested but not actioned. They will reach out to you directly to discuss the charges, provide clarity, and work through the billing concerns with you. Your feedback around communication gaps, onboarding confusion, and unresolved queries will also be shared with our Service Quality Team for review and improvement.
If you need any further assistance while this review is underway, you’re welcome to reach out to us via a private message on Hello Peter, where we can continue supporting you.
Kind regards,
Mweb Team
Thank you for taking the time to share this with us. We understand how frustrating and overwhelming this experience has been from the very start, especially the lack of clarity during onboarding, ending up with multiple routers, and then being billed significant amounts without clear explanations. This is not the experience we want for our clients, and we recognise the stress and inconvenience this has caused.
We’ve arranged for our Finance Team to review your account in detail, including the billing amounts, the active account status, and the debit order date change that was requested but not actioned. They will reach out to you directly to discuss the charges, provide clarity, and work through the billing concerns with you. Your feedback around communication gaps, onboarding confusion, and unresolved queries will also be shared with our Service Quality Team for review and improvement.
If you need any further assistance while this review is underway, you’re welcome to reach out to us via a private message on Hello Peter, where we can continue supporting you.
Kind regards,
Mweb Team
Best regards,
Mweb's reply05 May 2026, 13:06
Official
Hi Amanda,
Thank you for taking the time to share this with us. We understand how frustrating and overwhelming this experience has been from the very start, especially the lack of clarity during onboarding, ending up with multiple routers, and then being billed significant amounts without clear explanations. This is not the experience we want for our clients, and we recognise the stress and inconvenience this has caused.
We’ve arranged for our Finance Team to review your account in detail, including the billing amounts, the active account status, and the debit order date change that was requested but not actioned. They will reach out to you directly to discuss the charges, provide clarity, and work through the billing concerns with you. Your feedback around communication gaps, onboarding confusion, and unresolved queries will also be shared with our Service Quality Team for review and improvement.
If you need any further assistance while this review is underway, you’re welcome to reach out to us via a private message on Hello Peter, where we can continue supporting you.
Kind regards,
Mweb Team
Thank you for taking the time to share this with us. We understand how frustrating and overwhelming this experience has been from the very start, especially the lack of clarity during onboarding, ending up with multiple routers, and then being billed significant amounts without clear explanations. This is not the experience we want for our clients, and we recognise the stress and inconvenience this has caused.
We’ve arranged for our Finance Team to review your account in detail, including the billing amounts, the active account status, and the debit order date change that was requested but not actioned. They will reach out to you directly to discuss the charges, provide clarity, and work through the billing concerns with you. Your feedback around communication gaps, onboarding confusion, and unresolved queries will also be shared with our Service Quality Team for review and improvement.
If you need any further assistance while this review is underway, you’re welcome to reach out to us via a private message on Hello Peter, where we can continue supporting you.
Kind regards,
Mweb Team
Best regards,
AB
Amanda B's updateReviewer Update
05 May 2026, 14:32 How long will this take? i need this resolved ASAP.
You really need to review your systems and staff processes. The number of complaints in a single day clearly shows that something isn’t working. Many of the issues we’re experiencing seem to stem from the same problem, and if this continues, you risk losing a significant number of clients.
You really need to review your systems and staff processes. The number of complaints in a single day clearly shows that something isn’t working. Many of the issues we’re experiencing seem to stem from the same problem, and if this continues, you risk losing a significant number of clients.
AB
Amanda B's update05 May 2026, 14:32
Reviewer Update
How long will this take? i need this resolved ASAP.
You really need to review your systems and staff processes. The number of complaints in a single day clearly shows that something isn’t working. Many of the issues we’re experiencing seem to stem from the same problem, and if this continues, you risk losing a significant number of clients.
You really need to review your systems and staff processes. The number of complaints in a single day clearly shows that something isn’t working. Many of the issues we’re experiencing seem to stem from the same problem, and if this continues, you risk losing a significant number of clients.
Mweb's replyOfficial
05 May 2026, 15:37Hi Amanda,
Thank you for coming back to us and for clearly expressing the urgency of this matter. We understand how important it is for this to be resolved quickly, especially given the impact the billing issues and lack of clarity have already had. Your frustration is completely understandable.
The matter remains with our Finance Team for detailed review, and they have been requested to make contact with you as soon as possible to discuss the billing concerns and provide clear feedback on the way forward. This escalation is active, and the urgency has been reinforced.
Kind regards,
Mweb Team
Thank you for coming back to us and for clearly expressing the urgency of this matter. We understand how important it is for this to be resolved quickly, especially given the impact the billing issues and lack of clarity have already had. Your frustration is completely understandable.
The matter remains with our Finance Team for detailed review, and they have been requested to make contact with you as soon as possible to discuss the billing concerns and provide clear feedback on the way forward. This escalation is active, and the urgency has been reinforced.
Kind regards,
Mweb Team
Best regards,
Mweb's reply05 May 2026, 15:37
Official
Hi Amanda,
Thank you for coming back to us and for clearly expressing the urgency of this matter. We understand how important it is for this to be resolved quickly, especially given the impact the billing issues and lack of clarity have already had. Your frustration is completely understandable.
The matter remains with our Finance Team for detailed review, and they have been requested to make contact with you as soon as possible to discuss the billing concerns and provide clear feedback on the way forward. This escalation is active, and the urgency has been reinforced.
Kind regards,
Mweb Team
Thank you for coming back to us and for clearly expressing the urgency of this matter. We understand how important it is for this to be resolved quickly, especially given the impact the billing issues and lack of clarity have already had. Your frustration is completely understandable.
The matter remains with our Finance Team for detailed review, and they have been requested to make contact with you as soon as possible to discuss the billing concerns and provide clear feedback on the way forward. This escalation is active, and the urgency has been reinforced.
Kind regards,
Mweb Team
Best regards,