PB
Philip B
1 reviews | Active since May 2024
04 May 2026, 11:51
Impossible to cancel the service.
Connection is fine. The problem is non existing service when you need them to cancel your service. I am currently, as I'm writing this, 50 minutes waiting for a representative. Over a month ago I have gotten contact with an agent to cancel my service, received the instruction hold the router etc etc. only to recently find out my cancellation has not been processed, money deducted from my bank, and was kept on hold for 30 mins at that time. This is a complete joke. I have cancelled the debit order and had the funds reversed. At this point I feel like just leaving it with the my bank blocked from paying them.
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Replies (3)
Mweb's replyOfficial
04 May 2026, 11:55Hello Philip. We hear how frustrating this has been, especially when you followed the correct cancellation steps over a month ago, were given instructions, and then still saw debits continue without your cancellation being properly processed. Sitting on hold again for close to an hour while trying to resolve something that should already be closed, understandably, feels like a breakdown in service and control. We can confirm we’ve arranged for our Cancellation team to review your account, and they will be in touch directly with you to finalise the next steps and assist you. To give clarity on what will happen next, the team will:
• Verify your original cancellation request and agent interaction
• Confirm why the cancellation was not actioned in the system
• Review any debits processed after your cancellation attempt
We also understand your concern regarding the debit order and banking reversal. Once the cancellation review is complete, the team will address your billing queries as well. We appreciate you taking the time to raise this, and we’ll ensure this is followed through until your cancellation is properly completed and no further action is required from your side.
Kind regards,
The Mweb Team
• Verify your original cancellation request and agent interaction
• Confirm why the cancellation was not actioned in the system
• Review any debits processed after your cancellation attempt
We also understand your concern regarding the debit order and banking reversal. Once the cancellation review is complete, the team will address your billing queries as well. We appreciate you taking the time to raise this, and we’ll ensure this is followed through until your cancellation is properly completed and no further action is required from your side.
Kind regards,
The Mweb Team
Mweb's reply04 May 2026, 11:55
Official
Hello Philip. We hear how frustrating this has been, especially when you followed the correct cancellation steps over a month ago, were given instructions, and then still saw debits continue without your cancellation being properly processed. Sitting on hold again for close to an hour while trying to resolve something that should already be closed, understandably, feels like a breakdown in service and control. We can confirm we’ve arranged for our Cancellation team to review your account, and they will be in touch directly with you to finalise the next steps and assist you. To give clarity on what will happen next, the team will:
• Verify your original cancellation request and agent interaction
• Confirm why the cancellation was not actioned in the system
• Review any debits processed after your cancellation attempt
We also understand your concern regarding the debit order and banking reversal. Once the cancellation review is complete, the team will address your billing queries as well. We appreciate you taking the time to raise this, and we’ll ensure this is followed through until your cancellation is properly completed and no further action is required from your side.
Kind regards,
The Mweb Team
• Verify your original cancellation request and agent interaction
• Confirm why the cancellation was not actioned in the system
• Review any debits processed after your cancellation attempt
We also understand your concern regarding the debit order and banking reversal. Once the cancellation review is complete, the team will address your billing queries as well. We appreciate you taking the time to raise this, and we’ll ensure this is followed through until your cancellation is properly completed and no further action is required from your side.
Kind regards,
The Mweb Team
PB
Philip B's updateReviewer Update
04 May 2026, 11:58This is 100% a bot reply. I will be surprised if anyone calls.
PB
Philip B's update04 May 2026, 11:58
Reviewer Update
This is 100% a bot reply. I will be surprised if anyone calls.
Mweb's replyOfficial
04 May 2026, 14:17Good afternoon Philip,We understand why you feel that way, especially after the delays and the time you’ve already spent trying to get this resolved. Reaching out and not seeing immediate action understandably creates doubt, but this is being handled by a real cancellations consultant team and not an automated response system.To be clear, your case has already been allocated for review, and the team will be engaging with your cancellation history, billing activity, and debit order processing so this is fully resolved and not left incomplete.We also hear your concern about not receiving a call. The team will follow up directly, however timing can depend on the investigation steps needed to first verify and align the account details so that you receive the correct resolution the first time.We will continue to follow through on this until it is properly concluded.Kind regards,
The Mweb Team
The Mweb Team
Mweb's reply04 May 2026, 14:17
Official
Good afternoon Philip,We understand why you feel that way, especially after the delays and the time you’ve already spent trying to get this resolved. Reaching out and not seeing immediate action understandably creates doubt, but this is being handled by a real cancellations consultant team and not an automated response system.To be clear, your case has already been allocated for review, and the team will be engaging with your cancellation history, billing activity, and debit order processing so this is fully resolved and not left incomplete.We also hear your concern about not receiving a call. The team will follow up directly, however timing can depend on the investigation steps needed to first verify and align the account details so that you receive the correct resolution the first time.We will continue to follow through on this until it is properly concluded.Kind regards,
The Mweb Team
The Mweb Team