Misrepresentation

I am writing to lodge a formal complaint regarding misleading information I received from your representatives and the subsequent threat to suspend my account.

When I initially spoke with an Mweb agent regarding my account and billing, I was clearly informed that I would only be responsible for a pro-rata payment and a connection fee. Based on this assurance, I agreed to proceed. However, I have since been informed that I must pay additional amounts that were never disclosed during the initial discussion.

Furthermore, on [insert date], I spoke with another representative who confirmed that I could make a partial payment (“pay what I can”) and that my account would not be suspended while the billing issue was under review. Despite this, I have now received messages threatening to suspend my service, which goes directly against what was communicated to me.

I believe this constitutes misrepresentation and poor customer service, as I re**** on the information provided by Mweb representatives in good faith. I request that:

My account not be suspended while this matter is being investigated.

Mweb honour the original agreement as communicated to me (pro-rata payment and connection fee).

A written response and resolution be provided within 7 business days.

Please treat this as a formal complaint in terms of the Consumer Protection Act, which entitles consumers to fair and honest dealings. Thank you for your attention. I look forward to your prompt response and resolution.