Inability to resolve customer problems

After signing up November/December 2023 for this wonderful package at MWEB and having heard good feedback from people and online platforms. At the end of July 2024 I get double debited on my account, the debit order unfortunately returned to the bank.

Two days ago I get the notification that my account is in arrears and will consequently be suspended. I immediately call the billing department and insist I don't want to disconnected, and ask "what should I do?" The consultant that I speak to assures me that it's not a problem I just need to make payment and everything will be fine.

So I proceed to make the payment and forward the proof to the mail address as advised by the consultant. Bear in mind at this time my internet connection was fine.

Within in seconds after the call with the consultant my network is deactivated , I patiently wait for the next hour while my network is to be reconnected. I proceed to call to find out how long it will take to get my line back online.

This is where the story really gets interesting: Now every time I phone and identify number, my call gets disconnected while I'm being transferred to the billing department. So I proceed to phone the technical department, 3 different tech support individuals I speak to and ask if they can assist me and they insist that I have to go via billing.

So I proceed to phone from my work phone number as my phone number cannot get through. It is at this time that I realise that there is a total outstanding of R3995.00 of which I paid the double debit of R1980.00 in to clear the arrears 2 days prior.

It is at this that I go through the terms of suspension and see that a device price is added when terminating .

I just wish that out of the 9 employees that I spoke to that no one could assist me in resolving the query.

Whether I must pay in the device price remains to be confirmed, I wish that the Computers that tried to assist me could come up with the answers.

I also can't wait to see if I now have to pay for another device and enter into new contract. But my biggest concern is how many other people have had this experience.

Thank you

I just wish that my issue could've been resolved, it is such a shame that a simple issue now has to be a public debacle.