JM
Janelle M
1 reviews | Active since Jun 2024
11 Mar 2026, 18:22
Mwb***9
MWEB Confirmed Credit in Writing, Retracted It, Then Suspended My Service
I have been dealing with an ongoing billing dispute with MWEB relating to fibre downtime between 07/02 and 16/02.
During a WhatsApp support interaction, an MWEB representative confirmed in writing that a credit of R256.79 would be app**** to my account for the downtime.
Based on that written confirmation from their own support agent, I settled the outstanding balance on my account in good faith.
However, the credit was later retracted, despite the earlier confirmation.
The matter was logged under dispute MWB***9 and has now been reopened, yet during this process MWEB proceeded to suspend my fibre service while the billing dispute was still active and under review.
To restore my service I was forced to make payment, but this does not change the fact that the credit was already confirmed in writing by their representative.
At this point the issue is very simple:
• An MWEB agent confirmed the credit in writing • The credit was later refused • My service was suspended while the dispute was active
The entire correspondence history and screenshots of the written confirmation have been documented.
I am still requesting that MWEB simply honour the R256.79 credit that their representative confirmed and close the dispute properly.
Instead of resolution, the matter has been going in circles between support and complaints while the customer carries the burden of the error.
Hopefully posting here results in someone at MWEB actually reviewing the written confirmation provided by their own team.
Helpful (0)
Replies (6)0
Replies (6)JM
Janelle M's updateReviewer Update
11 Mar 2026, 18:23UPDATE:
Following the original complaint, the dispute remains open under MWB***9 and has now been reopened internally by MWEB.
Despite this, my service was suspended while the billing dispute was still active, forcing me to make payment simply to restore connectivity.
To be clear, that payment was made under protest to restore service and does not resolve the dispute regarding the R256.79 credit that was confirmed in writing by an MWEB agent.
The full correspondence, screenshots of the credit confirmation, and the ticket timeline have now also been submitted to the IPSA for review.
At this point the request is very simple:
MWEB should honour the R256.79 credit that was confirmed in writing by their representative.
Following the original complaint, the dispute remains open under MWB***9 and has now been reopened internally by MWEB.
Despite this, my service was suspended while the billing dispute was still active, forcing me to make payment simply to restore connectivity.
To be clear, that payment was made under protest to restore service and does not resolve the dispute regarding the R256.79 credit that was confirmed in writing by an MWEB agent.
The full correspondence, screenshots of the credit confirmation, and the ticket timeline have now also been submitted to the IPSA for review.
At this point the request is very simple:
MWEB should honour the R256.79 credit that was confirmed in writing by their representative.
JM
Janelle M's update11 Mar 2026, 18:23
Reviewer Update
UPDATE:
Following the original complaint, the dispute remains open under MWB***9 and has now been reopened internally by MWEB.
Despite this, my service was suspended while the billing dispute was still active, forcing me to make payment simply to restore connectivity.
To be clear, that payment was made under protest to restore service and does not resolve the dispute regarding the R256.79 credit that was confirmed in writing by an MWEB agent.
The full correspondence, screenshots of the credit confirmation, and the ticket timeline have now also been submitted to the IPSA for review.
At this point the request is very simple:
MWEB should honour the R256.79 credit that was confirmed in writing by their representative.
Following the original complaint, the dispute remains open under MWB***9 and has now been reopened internally by MWEB.
Despite this, my service was suspended while the billing dispute was still active, forcing me to make payment simply to restore connectivity.
To be clear, that payment was made under protest to restore service and does not resolve the dispute regarding the R256.79 credit that was confirmed in writing by an MWEB agent.
The full correspondence, screenshots of the credit confirmation, and the ticket timeline have now also been submitted to the IPSA for review.
At this point the request is very simple:
MWEB should honour the R256.79 credit that was confirmed in writing by their representative.
Mweb's replyOfficial
12 Mar 2026, 08:13Good day, Janelle. Thank you for taking the time to share such a detailed account of your experience. We understand how frustrating and confusing this situation must be, especially after receiving written confirmation of a credit and then seeing the matter continue without a clear resolution. Situations involving billing disputes and service interruptions can be particularly stressful, and we appreciate you outlining the timeline and providing supporting information.
To ensure the matter receives the appropriate attention, we have requested our Finance Team to review your account and the details surrounding the confirmed credit and dispute. They will reach out to you directly to further assist and provide clarity on the matter.
We appreciate you bringing this to our attention and for the patience you’ve shown while the issue is being reviewed.
Kind regards, Mweb Team
To ensure the matter receives the appropriate attention, we have requested our Finance Team to review your account and the details surrounding the confirmed credit and dispute. They will reach out to you directly to further assist and provide clarity on the matter.
We appreciate you bringing this to our attention and for the patience you’ve shown while the issue is being reviewed.
Kind regards, Mweb Team
Best regards,
Mweb's reply12 Mar 2026, 08:13
Official
Good day, Janelle. Thank you for taking the time to share such a detailed account of your experience. We understand how frustrating and confusing this situation must be, especially after receiving written confirmation of a credit and then seeing the matter continue without a clear resolution. Situations involving billing disputes and service interruptions can be particularly stressful, and we appreciate you outlining the timeline and providing supporting information.
To ensure the matter receives the appropriate attention, we have requested our Finance Team to review your account and the details surrounding the confirmed credit and dispute. They will reach out to you directly to further assist and provide clarity on the matter.
We appreciate you bringing this to our attention and for the patience you’ve shown while the issue is being reviewed.
Kind regards, Mweb Team
To ensure the matter receives the appropriate attention, we have requested our Finance Team to review your account and the details surrounding the confirmed credit and dispute. They will reach out to you directly to further assist and provide clarity on the matter.
We appreciate you bringing this to our attention and for the patience you’ve shown while the issue is being reviewed.
Kind regards, Mweb Team
Best regards,
JM
Janelle M's updateReviewer Update
12 Mar 2026, 09:02To clarify the timeline, because the issue is not a misunderstanding but conflicting information provided by support.
First, Carlo confirmed that a credit would be app**** for the downtime.
Thereafter, Dali confirmed that the credit had been logged and was awaiting three approvals, and that it should reflect within 48 hours once processed.
Based on those confirmations from two representatives of Mwe , settled the outstanding balance on my account in good faith.
After this, I was later informed by Dali that the credit had actually been declined on the 10th, which directly contradicts the earlier confirmations.
The dispute was logged under MWB***9 and subsequently reopened.
Despite the dispute being active, my service was suspended, forcing me to make payment simply to restore connectivity, which directly affected my ability to work.
The full timeline and documentation were sent via email to the complaints department on Monday, yet no response has been received.
Instead of receiving feedback from the complaints team, another ticket number was issued, while the original complaint remains unanswered.
At this point the situation is simply becoming ridiculous.
Two representatives confirmed the credit and the approval process, the matter was escalated through the correct channels, and yet the R256.79 credit confirmed in writing has still not been honoured.
First, Carlo confirmed that a credit would be app**** for the downtime.
Thereafter, Dali confirmed that the credit had been logged and was awaiting three approvals, and that it should reflect within 48 hours once processed.
Based on those confirmations from two representatives of Mwe , settled the outstanding balance on my account in good faith.
After this, I was later informed by Dali that the credit had actually been declined on the 10th, which directly contradicts the earlier confirmations.
The dispute was logged under MWB***9 and subsequently reopened.
Despite the dispute being active, my service was suspended, forcing me to make payment simply to restore connectivity, which directly affected my ability to work.
The full timeline and documentation were sent via email to the complaints department on Monday, yet no response has been received.
Instead of receiving feedback from the complaints team, another ticket number was issued, while the original complaint remains unanswered.
At this point the situation is simply becoming ridiculous.
Two representatives confirmed the credit and the approval process, the matter was escalated through the correct channels, and yet the R256.79 credit confirmed in writing has still not been honoured.
JM
Janelle M's update12 Mar 2026, 09:02
Reviewer Update
To clarify the timeline, because the issue is not a misunderstanding but conflicting information provided by support.
First, Carlo confirmed that a credit would be app**** for the downtime.
Thereafter, Dali confirmed that the credit had been logged and was awaiting three approvals, and that it should reflect within 48 hours once processed.
Based on those confirmations from two representatives of Mwe , settled the outstanding balance on my account in good faith.
After this, I was later informed by Dali that the credit had actually been declined on the 10th, which directly contradicts the earlier confirmations.
The dispute was logged under MWB***9 and subsequently reopened.
Despite the dispute being active, my service was suspended, forcing me to make payment simply to restore connectivity, which directly affected my ability to work.
The full timeline and documentation were sent via email to the complaints department on Monday, yet no response has been received.
Instead of receiving feedback from the complaints team, another ticket number was issued, while the original complaint remains unanswered.
At this point the situation is simply becoming ridiculous.
Two representatives confirmed the credit and the approval process, the matter was escalated through the correct channels, and yet the R256.79 credit confirmed in writing has still not been honoured.
First, Carlo confirmed that a credit would be app**** for the downtime.
Thereafter, Dali confirmed that the credit had been logged and was awaiting three approvals, and that it should reflect within 48 hours once processed.
Based on those confirmations from two representatives of Mwe , settled the outstanding balance on my account in good faith.
After this, I was later informed by Dali that the credit had actually been declined on the 10th, which directly contradicts the earlier confirmations.
The dispute was logged under MWB***9 and subsequently reopened.
Despite the dispute being active, my service was suspended, forcing me to make payment simply to restore connectivity, which directly affected my ability to work.
The full timeline and documentation were sent via email to the complaints department on Monday, yet no response has been received.
Instead of receiving feedback from the complaints team, another ticket number was issued, while the original complaint remains unanswered.
At this point the situation is simply becoming ridiculous.
Two representatives confirmed the credit and the approval process, the matter was escalated through the correct channels, and yet the R256.79 credit confirmed in writing has still not been honoured.
Mweb's replyOfficial
12 Mar 2026, 09:50 Good day, Janelle. Thank you for taking the time to share such a detailed account of your experience. We understand how frustrating and confusing this situation must be, especially after receiving written confirmation of a credit and then seeing the matter continue without a clear resolution. Situations involving billing disputes and service interruptions can be particularly stressful, and we appreciate you outlining the timeline and providing supporting information.
To ensure the matter receives the appropriate attention, we have requested our Finance Team to review your account and the details surrounding the confirmed credit and dispute. They will reach out to you directly to further assist and provide clarity on the matter.
We appreciate you bringing this to our attention and for the patience you’ve shown while the issue is being reviewed.
Kind regards, Mweb Team
To ensure the matter receives the appropriate attention, we have requested our Finance Team to review your account and the details surrounding the confirmed credit and dispute. They will reach out to you directly to further assist and provide clarity on the matter.
We appreciate you bringing this to our attention and for the patience you’ve shown while the issue is being reviewed.
Kind regards, Mweb Team
Best regards,
Mweb's reply12 Mar 2026, 09:50
Official
Good day, Janelle. Thank you for taking the time to share such a detailed account of your experience. We understand how frustrating and confusing this situation must be, especially after receiving written confirmation of a credit and then seeing the matter continue without a clear resolution. Situations involving billing disputes and service interruptions can be particularly stressful, and we appreciate you outlining the timeline and providing supporting information.
To ensure the matter receives the appropriate attention, we have requested our Finance Team to review your account and the details surrounding the confirmed credit and dispute. They will reach out to you directly to further assist and provide clarity on the matter.
We appreciate you bringing this to our attention and for the patience you’ve shown while the issue is being reviewed.
Kind regards, Mweb Team
To ensure the matter receives the appropriate attention, we have requested our Finance Team to review your account and the details surrounding the confirmed credit and dispute. They will reach out to you directly to further assist and provide clarity on the matter.
We appreciate you bringing this to our attention and for the patience you’ve shown while the issue is being reviewed.
Kind regards, Mweb Team
Best regards,
JM
Janelle M's updateReviewer Update
23 Mar 2026, 05:57UPDATE:
At this point, it’s honestly impressive.
Another call, another confident promise that the credit will be app****… and once again, absolutely nothing happens. Consistency is key, I suppose — just not when it comes to actually delivering on anything.
The R256.79 credit has now been:
“confirmed”
“logged”
“approved”
“on its way”
and apparently also “declined” at some point for variety…
Yet somehow, it still doesn’t exist on my account.
My service, however, was suspended right on time — so clearly that system works perfectly.
Emails? Ignored.
Complaints? Redirected.
Public response? Quick and polished.
Actual resolution? Nowhere to be found.
At this stage, the only thing more unreliable than the service is the promises that come with it.
Still waiting for the credit that has now been “confirmed” more times than I can count… just not actually app****.
At this point, it’s honestly impressive.
Another call, another confident promise that the credit will be app****… and once again, absolutely nothing happens. Consistency is key, I suppose — just not when it comes to actually delivering on anything.
The R256.79 credit has now been:
“confirmed”
“logged”
“approved”
“on its way”
and apparently also “declined” at some point for variety…
Yet somehow, it still doesn’t exist on my account.
My service, however, was suspended right on time — so clearly that system works perfectly.
Emails? Ignored.
Complaints? Redirected.
Public response? Quick and polished.
Actual resolution? Nowhere to be found.
At this stage, the only thing more unreliable than the service is the promises that come with it.
Still waiting for the credit that has now been “confirmed” more times than I can count… just not actually app****.
JM
Janelle M's update23 Mar 2026, 05:57
Reviewer Update
UPDATE:
At this point, it’s honestly impressive.
Another call, another confident promise that the credit will be app****… and once again, absolutely nothing happens. Consistency is key, I suppose — just not when it comes to actually delivering on anything.
The R256.79 credit has now been:
“confirmed”
“logged”
“approved”
“on its way”
and apparently also “declined” at some point for variety…
Yet somehow, it still doesn’t exist on my account.
My service, however, was suspended right on time — so clearly that system works perfectly.
Emails? Ignored.
Complaints? Redirected.
Public response? Quick and polished.
Actual resolution? Nowhere to be found.
At this stage, the only thing more unreliable than the service is the promises that come with it.
Still waiting for the credit that has now been “confirmed” more times than I can count… just not actually app****.
At this point, it’s honestly impressive.
Another call, another confident promise that the credit will be app****… and once again, absolutely nothing happens. Consistency is key, I suppose — just not when it comes to actually delivering on anything.
The R256.79 credit has now been:
“confirmed”
“logged”
“approved”
“on its way”
and apparently also “declined” at some point for variety…
Yet somehow, it still doesn’t exist on my account.
My service, however, was suspended right on time — so clearly that system works perfectly.
Emails? Ignored.
Complaints? Redirected.
Public response? Quick and polished.
Actual resolution? Nowhere to be found.
At this stage, the only thing more unreliable than the service is the promises that come with it.
Still waiting for the credit that has now been “confirmed” more times than I can count… just not actually app****.
Mweb's replyOfficial
23 Mar 2026, 11:48Hi Janelle, we completely understand how frustrating this has been, especially with the repeated delays and conflicting updates regarding your R256.79 credit. Your experience highlights the inconvenience and the impact this has had on your trust in the process. We have requested the billing team to resubmit the credit for your account. You will receive updates once there is progress on this request. We appreciate your patience while this is being addressed and remain committed to ensuring your concerns are acknowledged. Kind regards,
The Mweb Team
The Mweb Team
Best regards,
Mweb's reply23 Mar 2026, 11:48
Official
Hi Janelle, we completely understand how frustrating this has been, especially with the repeated delays and conflicting updates regarding your R256.79 credit. Your experience highlights the inconvenience and the impact this has had on your trust in the process. We have requested the billing team to resubmit the credit for your account. You will receive updates once there is progress on this request. We appreciate your patience while this is being addressed and remain committed to ensuring your concerns are acknowledged. Kind regards,
The Mweb Team
The Mweb Team
Best regards,