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DV
Danie V

1 reviews | Active since Nov 2017

31 Mar 2026, 11:48

Impossible to cancel my contract.

I am trying to cancel my contract. I have made seven calls already this morning (some 45 minutes). After a while I get through to a consultant but they say that they can't help me to cancel the contract, and I cant e-mail anyone to cancel. I have to speak to the retention department. Then They put me through to the retention department. After 10 to 15 minutes my call is cut. I tried to cancel on the web and on the app . It gives me a message that I can't cancel the contract online. I THINK THIS IS A BUSSINESS STARTEGY. I understand that I must give a calendar month notice to cancel.

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Replies (8)
Mweb
Mweb's reply31 Mar 2026, 11:57
Official
Hi Danie, we completely understand how frustrating this has been, multiple long calls, disconnected calls, and difficulties cancelling online can be very stressful. We want to make sure your request is handled properly. Please be assured that we have logged this with our Retentions team to assist you with your cancellation. They will review your account and guide you on the next steps, including the notice period required. Kind regards,
The Mweb Team 
DV
Danie V's update31 Mar 2026, 12:08
Reviewer Update
I do not think you understand, my current call is longer than an hour and still waiting. PLEASE GIVE ME AN E-MAIL CONTACT. So I can e-mail someone. My question is that if I don't cancel today, you are going to charge me another month
DV
Danie V's update31 Mar 2026, 12:09
Reviewer Update
Or ask someone to phone me.
Mweb
Mweb's reply31 Mar 2026, 12:14
Official
Hi Danie, we completely understand that this has been frustrating, and we want to make the cancellation process as smooth as possible. We have requested our team to call you regarding your cancellation, so they can guide you directly and address your concerns. Kind regards,
The Mweb Team 
DV
Danie V's update31 Mar 2026, 12:38
Reviewer Update
I have put down the phone. I have been on the line for 1h30 min and 57 seconds. And still only second in the line (been here for the last 21 minutes). Note that I have not yet received any phone call or e-mail from your team.
Mweb
Mweb's reply31 Mar 2026, 12:42
Official
Hi Danie, we completely understand how frustrating this has been, being on hold for over an hour and a half with no contact is unacceptable. Please be assured that we have logged this with the Retentions team, and they will be in touch to assist you directly. Thank you for your patience, and rest assured your case is being prioritised. Kind regards,
The Mweb Team 
DV
Danie V's update14 May 2026, 14:13
Reviewer Update
So, it is now the 5th of May 2026 and I still haven't managed to cancel my contract with Mweb. I have had no contact with the retention team that was supposed to solve this. I have once again spent over 8 hours trying to get through to the call center!!!!!!!
Mweb
Mweb's reply14 May 2026, 14:28
Official
Hi Danie,  We understand how frustrating this has become, especially after multiple attempts to resolve the cancellation and the amount of time you’ve already spent trying to get through to support without progress. After this level of effort, not receiving the expected follow-up from the Retentions Team would understandably add to your frustration and leave you feeling stuck in the process. We can confirm that the Retentions Team did attempt to make contact, however they were unfortunately unable to reach you at the time. We’ve requested for another callback attempt to be made so the matter can be addressed further and the cancellation discussion can continue without additional unnecessary delays. We recognise that the ongoing difficulty reaching support has been a major part of this experience, particularly given how long you’ve already been trying to resolve the matter. Your feedback around accessibility and response handling is important and has been noted accordingly. Kind regards,
The Mweb Team