gM
ginelle M
1 reviews | Active since Dec 2011
12 Apr 2026, 13:40
I am being held hostage
After being a customer for 13 years, my internet stopped working and I canceled the line because no help. I have called, tweeted everything to get them to remove the line from my house. Nothing they said I owe money I have paid and yet the balance I owe keeps increasing but the line is canceled and i have paid 2 months post cancellation
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Mweb's replyOfficial
13 Apr 2026, 11:20Morning, Ginelle. We hear how frustrating this has been, especially after 13 years as a customer and then experiencing a service failure, followed by continued billing despite cancelling the line and making post-cancellation payments. The fact that you’ve tried multiple channels without resolution makes this even more concerning and understandably stressful. We’ve escalated your account to our Finance team for a full review of the cancellation status, billing continuity after disconnection, and the increasing balance you’re seeing. They will reconcile your payments against your service end date and confirm exactly what is valid and what needs correction. They will get in touch with you directly once the audit is complete, so the account can be properly closed out and any discrepancies resolved.
Kind regards,
The Mweb Team
Kind regards,
The Mweb Team
Mweb's reply13 Apr 2026, 11:20
Official
Morning, Ginelle. We hear how frustrating this has been, especially after 13 years as a customer and then experiencing a service failure, followed by continued billing despite cancelling the line and making post-cancellation payments. The fact that you’ve tried multiple channels without resolution makes this even more concerning and understandably stressful. We’ve escalated your account to our Finance team for a full review of the cancellation status, billing continuity after disconnection, and the increasing balance you’re seeing. They will reconcile your payments against your service end date and confirm exactly what is valid and what needs correction. They will get in touch with you directly once the audit is complete, so the account can be properly closed out and any discrepancies resolved.
Kind regards,
The Mweb Team
Kind regards,
The Mweb Team