Huge problem with trying to communicate with any of your departments

Item: Mweb
Rating: 2
Author: Lydia A

Huge problem with trying to communicate with any of your departments. Phone - continuously holding while receiving the following message “ Our agents are busy and could take up to 20 minutes to respond - you are no 1 in the queue”. Call never gets answered no matter how long I waited. WhatsApp. Kept getting transferred from one agent to another, having to explain all over again with each agent and problem still not resolved. Numerous emails to your complaints department until I sent to both complaints and legal asking that the matter be escalated to highest management. Even tried FB messenger. And all of this over a very simple matter. The last digit in my cell number was incorrect. Should have been very easily resolved. But all the people I have spoken to were very friendly. I’m giving to the review so that you can address simple communication problems in the future

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Replies (1)

Mweb's replyOfficial

11 Sept 2026, 13:23

Good afternoon, Lydia
We recognise the extent of the effort you’ve had to put in to resolve what should have been a straightforward correction to the last digit of your cell number. Being left waiting on the phone, transferred between WhatsApp agents and required to repeat the issue across multiple channels is not the level of service we aim to provide.

It is encouraging to hear that the teams you interacted with remained friendly, and we appreciate the balanced feedback on where the experience fell short. Your comments around communication, escalation, and the handling of simple account amendments will be shared with the relevant teams for review.

We see that our Onboarding Team has already assisted with your connection setup and addressed your concerns earlier today. The onboarding session was logged at 12:51 pm under reference MWB***0.

We trust that the team was able to provide the assistance and clarity you needed and get your setup on the right track.

Thank you for taking the time to highlight this. Feedback like yours helps us identify where we can make the support journey more efficient and seamless.

Kind regards,
The Mweb Team

Mweb's reply11 Sept 2026, 13:23

Official

We see that our Onboarding Team has already assisted with your connection setup and addressed your concerns earlier today. The onboarding session was logged at 12:51 pm under reference MWB***0.