MWEB

Good day,

I would like to lodge an complaint against mweb for unfair billing.

I currently have them as a service provider for my Fibre and purchasing 28day recharged vouchers, on the 10 November 2020 my internet went down and I made payment which the my internet never came back on.

On the 12 November 2020 I called the mweb call centre, they assisted me telephonically which is was still unresolved, they then advised a technician will come out, on the 14 November I followed up again a consultant assisted me by resending me the voucher after I explained its a technical issue, on the 16th November 2020 I once more followed up and only then a call was logged, on the 19th November after back and forth it has been resolved, in this processed I was told that my voucher will be extended in the lost of connection days.

Today 10 December 2020 I was disconnected and I paid more than a week for a service I have not benefitted from.

I contacted the call centre to query the above I spoke to consultant at mweb and he took it up with his manager who advise they will never agree to extending the voucher and according to consultant their turnaround time on technical matters is 3 days however they over exceeded their SLA which is misleading to consumers.

Please assist I feel that I should be compensated for the down time as when you don't pay your service is being disconnected like today but once you pay and experience difficulties its okay for the consumer to loose out.

PATHETIC