Lack of customer support - Irregular billing and renewals

I am most distressed about the handling of my add on subscriptions on my mweb account. The lack of commitment to delivering quality support services is a serious concern: 1. Billing for products / service not received a. Microsoft Family (Being billed but no licence) - Charges for 10-12 months without product b. Norton (Being billed but no licence) – Expired but being billed c. AVG (Cancelled but being billed) – Cancelled when Norton was requested 2. Lack of support staff to support queries (throwing over the wall and lack of resolutions) Microsoft Family My key expired in January and the licence Key issued in January was still the previous key. I called numerous times to resolve this matter and was told by technical support to renew my licence. I did it want to request another licence as this would have meant anther DOUBLE CHARGE which has previously happened on my account. I was also promised call backs which I never received. Also note although your staff member indicated I received a SMS for the licence in January, I did not and after many calls and online support tickets, I was sent the previous year’s licence.

This has caused all my documents stored in the cloud to be locked and even deleted by Microsoft. I am shocked at the lack of interest in supporting MWeb clients. I request that ALL payments requested by debit order are REVERSED / REFUNDED with immediate eeffect (Charges January 24 to date)

I need my new licence issues immediately to ensure that I can continue using the services.

AVG Internet Security I requested this to be Cancelled at the same time of the above as I was subscribed to NORTON. Kindly refund ALL the billing for the past 12 months.

Norton: This has expired, how can I be sure that I am not being billed for this and also what assurance will I get the if I renew, I won’t be billed twice.

Something is fundamentally wrong in the handling of client subscriptions, support, billing and renewals. I am coping this same email to the Online Consumer Council as I feed this needs some serious investigation. Goven all the above and the way I’ve been ‘treated‘ by MWEB, I am not sure that I am confident in transacting directly via your calls centres on the online system, - there seems to be a disconnect. I do not want to be tossed around between the various business units and still sit with this unresolved issue.

Microsoft Family My key expired in January and the licence Key issued in January was still the previous key. I called numerous times to resolve this matter and was told by technical support to renew my licence. I did it want to request another licence as this would have meant anther DOUBLE CHARGE which has previously happened on my account. I was also promised call backs which I never received. Also note although your staff member indicated I received a SMS for the licence in January, I did not and after many calls and online support tickets, I was sent the previous year’s licence.

This has caused all my documents stored in the cloud to be locked and even deleted by Microsoft. I am shocked at the lack of interest in supporting MWeb clients. I request that ALL payments requested by debit order are REVERSED / REFUNDED with immediate eeffect (Charges January 24 to date)

I need my new licence issues immediately to ensure that I can continue using the services.

AVG Internet Security I requested this to be Cancelled at the same time of the above as I was subscribed to NORTON. Kindly refund ALL the billing for the past 12 months.

Norton: This has expired, how can I be sure that I am not being billed for this and also what assurance will I get the if I renew, I won’t be billed twice.

Something is fundamentally wrong in the handling of client subscriptions, support, billing and renewals. I am coping this same email to the Online Consumer Council as I feed this needs some serious investigation. Goven all the above and the way I’ve been ‘treated‘ by MWEB, I am not sure that I am confident in transacting directly via your calls centres on the online system, - there seems to be a disconnect. I do not want to be tossed around between the various business units and still sit with this unresolved issue.

Microsoft Family My key expired in January and the licence Key issued in January was still the previous key. I called numerous times to resolve this matter and was told by technical support to renew my licence. I did it want to request another licence as this would have meant anther DOUBLE CHARGE which has previously happened on my account. I was also promised call backs which I never received. Also note although your staff member indicated I received a SMS for the licence in January, I did not and after many calls and online support tickets, I was sent the previous year’s licence.

This has caused all my documents stored in the cloud to be locked and even deleted by Microsoft. I am shocked at the lack of interest in supporting MWeb clients. I request that ALL payments requested by debit order are REVERSED / REFUNDED with immediate eeffect (Charges January 24 to date) I need my new licence issues immediately to ensure that I can continue using the services and acces my docu,ents! Where did the licence token for for this year. I am paying but wityh no key. After many calls I still get the previous years key!!!!! AVG Internet Security I requested this to be Cancelled at the same time of the above as I was subscribed to NORTON. So again been paying for this subscription :-( This has expired, how can I be sure that I am not being billed for this and also what assurance will I get the if I renew, I won’t be billed twice. Something is fundamentally wrong in the handling of client subscriptions, support, billing and renewals. Given all the above and the way I’ve been ‘treated‘ by MWEB, I am not sure that I am confident in transacting directly via your calls centres on the online system, - there seems to be a disconnect. I do not want to be tossed around between the various business units and still sit with this unresolved issue.