1 reviews | Active since Feb 2021
Misleading Plan Change and Unauthorised Fees
I recently signed up for what was clearly advertised on the MWEB website as a 150 Mbps package. I completed the full sign-up process, selected the plan, and have screenshots confirming the option I chose.
After submitting my form, the plan was changed twice without my consent. First it was altered to 200/200, then again to 200/100, each time adding a R150 regrade fee.
When I contacted customer service, they were unhelpful and dismissive, providing no explanation for why the package I had selected was altered after submission.
This experience has been very disappointing and undermines trust in the company. If a customer selects a specific plan, it should be honoured and not changed afterwards with additional charges. I have full screenshots and documentation of the user journey to support this.
I am sharing this review to make others aware and to urge MWEB to fix their sign-up process and ensure their support staff handle legitimate customer concerns with the seriousness they deserve.
MWEB has since contacted me directly and offered a six-month discount as compensation. From what I can see on their website, the problem now appears to have been resolved.
It’s encouraging to see that MWEB took responsibility for the matter, addressed the issue, and improved the responsiveness of their site.
MWEB has since contacted me directly and offered a six-month discount as compensation. From what I can see on their website, the problem now appears to have been resolved.
It’s encouraging to see that MWEB took responsibility for the matter, addressed the issue, and improved the responsiveness of their site.