VA
Viranna A
1 reviews | Active since Mar 2026
10 Mar 2026, 16:54
Incorrect billing and suspended service
Good Afternoon
My services was discontinued once again today and this seems to be a norm with MWEB every month. On the 25 January 2026 an amount of R650 was paid .I was also invoiced R1000 as penalty for cancellation of service when I did not request for a cancellation. When I called a consultant assured me that the R1000 will be written off which I think was not written off and I am now being invoiced hence the arrears. On the 28 Feburary a further R750 was debited off my account. Please advise on the accumulation of this arrears and my monthly service fees. This is now affecting my work as I work from home.
Your urgent assistance in this matter will be appreciated.
Regards
Helpful (0)
Replies (8)0
Replies (8)
Mweb's replyOfficial
10 Mar 2026, 17:02Hello Viranna. Thank you for bringing this to our attention. We’ve managed to locate your profile and have sent all the generated invoices relevant to this review. This has been provided to ensure you have full insight into the invoices generated on your profile that contributed to the current total on your account. We hope this provides clarity on the charges and arrears, and our team remains available to assist further if you have any questions regarding the account details. R^
Mweb's reply10 Mar 2026, 17:02
Official
Hello Viranna. Thank you for bringing this to our attention. We’ve managed to locate your profile and have sent all the generated invoices relevant to this review. This has been provided to ensure you have full insight into the invoices generated on your profile that contributed to the current total on your account. We hope this provides clarity on the charges and arrears, and our team remains available to assist further if you have any questions regarding the account details. R^
Mweb's replyOfficial
10 Mar 2026, 17:02Good day, Viranna. We completely understand how frustrating and stressful this situation must be for you, particularly as it affects your ability to work from home. Having recurring service interruptions and unexpected billing issues can be extremely disruptive, and we recognise how concerning it must feel to see charges and arrears accumulating despite making payments on time. Your experience in this regard is certainly not what we want for our clients.To assist further, we’ve requested that our Finance Team reach out to review your account and provide clarification on the arrears and service fees. They will follow up directly to help address the matter.Thank you for taking the time to provide full details and for your patience while the team investigates your account. T^
Mweb's reply10 Mar 2026, 17:02
Official
Good day, Viranna. We completely understand how frustrating and stressful this situation must be for you, particularly as it affects your ability to work from home. Having recurring service interruptions and unexpected billing issues can be extremely disruptive, and we recognise how concerning it must feel to see charges and arrears accumulating despite making payments on time. Your experience in this regard is certainly not what we want for our clients.To assist further, we’ve requested that our Finance Team reach out to review your account and provide clarification on the arrears and service fees. They will follow up directly to help address the matter.Thank you for taking the time to provide full details and for your patience while the team investigates your account. T^
VA
Viranna A's updateReviewer Update
10 Mar 2026, 17:43Thank you for your prompt reply. I have been on my app and my services is no longer there. All I get is that I need to pay the cancellation which I didn't request for which MWeb does not seem to understand and an additional R1000 to be reconnected. On the app the next payment due is the 1 April 2026. I refused to make another payment and this this matter should be resolved ASAP and e mailing a statement does not resolve the issue
VA
Viranna A's update10 Mar 2026, 17:43
Reviewer Update
Thank you for your prompt reply. I have been on my app and my services is no longer there. All I get is that I need to pay the cancellation which I didn't request for which MWeb does not seem to understand and an additional R1000 to be reconnected. On the app the next payment due is the 1 April 2026. I refused to make another payment and this this matter should be resolved ASAP and e mailing a statement does not resolve the issue
Mweb's replyOfficial
11 Mar 2026, 09:14Hi Viranna, thank you for your message and for bringing this to our attention. We understand how concerning it must be to see cancellation and reconnection charges reflected when you did not request a cancellation. The billing team will be reaching out to you directly to review the charges on your account, clarify the service status on the app, and assist with resolving the matter. Your query has been noted, and the team will provide further guidance once they have reviewed the details. Thank you for your patience while the billing team follows up. U^
Mweb's reply11 Mar 2026, 09:14
Official
Hi Viranna, thank you for your message and for bringing this to our attention. We understand how concerning it must be to see cancellation and reconnection charges reflected when you did not request a cancellation. The billing team will be reaching out to you directly to review the charges on your account, clarify the service status on the app, and assist with resolving the matter. Your query has been noted, and the team will provide further guidance once they have reviewed the details. Thank you for your patience while the billing team follows up. U^
VA
Viranna A's updateReviewer Update
11 Mar 2026, 11:06I am still awaiting a call from your billing department. How long does it take for a problem to be resolved ? I am experiencing a lot of inconvenience because MWeb does not understand the the concept of urgency!!!!
VA
Viranna A's update11 Mar 2026, 11:06
Reviewer Update
I am still awaiting a call from your billing department. How long does it take for a problem to be resolved ? I am experiencing a lot of inconvenience because MWeb does not understand the the concept of urgency!!!!
Mweb's replyOfficial
11 Mar 2026, 11:12Hi Viranna, hank you for your message and for sharing your concerns. We understand how frustrating it must be to experience delays, especially when the matter is urgent. The billing team has been notified of your query and will provide feedback within 24 to 48 hours. We appreciate your patience while the team reviews the matter and works toward a resolution. U^
Mweb's reply11 Mar 2026, 11:12
Official
Hi Viranna, hank you for your message and for sharing your concerns. We understand how frustrating it must be to experience delays, especially when the matter is urgent. The billing team has been notified of your query and will provide feedback within 24 to 48 hours. We appreciate your patience while the team reviews the matter and works toward a resolution. U^
VA
Viranna A's updateReviewer Update
11 Mar 2026, 12:10I received a call from Thobeka who I would assume was from your billing department. She was of no assistance as she could not explain any of my queries and once AGAIN my account is under investigation. Is MWeb an ISP or an investigation company? I now have given up totally on MWeb. When I ask for a manager then unfortunately a manager is NEVER available. Is there anyone at MWeb that knows what is happening or is it just getting the sales in and no post sales assistance?
VA
Viranna A's update11 Mar 2026, 12:10
Reviewer Update
I received a call from Thobeka who I would assume was from your billing department. She was of no assistance as she could not explain any of my queries and once AGAIN my account is under investigation. Is MWeb an ISP or an investigation company? I now have given up totally on MWeb. When I ask for a manager then unfortunately a manager is NEVER available. Is there anyone at MWeb that knows what is happening or is it just getting the sales in and no post sales assistance?
Mweb's replyOfficial
11 Mar 2026, 12:15Hi Virrana, thank you for your message and for sharing your concerns. We understand how frustrating it must be to feel that your queries have not yet been fully resolved. The agent you spoke with provided an explanation of the billing on your account. Since the debit order date is being disputed, our escalations team will need to log a formal investigation to review the matter thoroughly. Once the investigation is complete, the team will provide feedback and guidance on the next steps. We appreciate your patience while the matter is being reviewed and are committed to ensuring your concerns are fully addressed. U^
Mweb's reply11 Mar 2026, 12:15
Official
Hi Virrana, thank you for your message and for sharing your concerns. We understand how frustrating it must be to feel that your queries have not yet been fully resolved. The agent you spoke with provided an explanation of the billing on your account. Since the debit order date is being disputed, our escalations team will need to log a formal investigation to review the matter thoroughly. Once the investigation is complete, the team will provide feedback and guidance on the next steps. We appreciate your patience while the matter is being reviewed and are committed to ensuring your concerns are fully addressed. U^