Incompetence in processing a service cancellation

In November 2025, I requested that my service be cancelled at the end of December 2025. I paid the early cancellation fee and other fees due. Mweb then cancelled my service before the end of December, and I had to request for them to activate it again. The end of December came, and I moved out of my residence, thinking that the line is cancelled. At the end of January, I see that I have an invoice amount of R1510.74 from Mweb. I query this, and inform them that the service was cancelled. The support person acknowledges that there is a cancellation request on the system, but isn't sure why it isn't actioned. I get a reference number and wait. Come the 1ts of February, Mweb debits my account for R1510.74. Again, I spend time on the phone trying to get through for support. I give them my rerference number. They tell me that it will be escalated, and that there has been activity on the line in January. The premises has been vacant, with no router, so how can there be activity on the line? I was also told that a line cancellation won't occur until the cancellation fee is paid, which I have already paid!

Anyway, as of writing, I am still waiting for them to come back to me and to process a refund. Regardless of when this is resolved, I would not recommend Mweb as an ISP. Poor service, long holds on calls to technical or billing support, and clearly, poor systems management. Rather pay a bit more at another ISP for better support and service.