SD
Shafeeqa D
1 reviews | Active since Mar 2009
09 May 2026, 10:37
Mweb: 98-Minute Wait, Security Failures, and "Ghost" Digital Channels
Mweb’s service is a complete sham. They constantly promote their WhatsApp and App chat as "fast" alternatives, yet I received zero responses on both for over an hour. This forced me onto a voice call where I waited 98 minutes (mostly as "1st in line") just to speak to an agent named Mbali.
Mbali failed to even authenticate my account—a massive security red flag—and then became snarky and sarcastic when I asked why the queue was so slow. Most shockingly, she refused to escalate the call to a manager, claiming it was "impossible."
If Mweb is going to force customers to burn airtime because their digital channels are dead, they need to pay for it. I want a full refund for my airtime and a credit for the Cape Town outage that I was never notified about. Absolutely pathetic service.
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Replies (2)0
Replies (2)
Mweb's replyOfficial
11 May 2026, 09:11Hi Shafeeqa,
We understand how upsetting and draining this experience has been, especially after long wait times across multiple channels, the concern around account security, and feeling dismissed when you were trying to escalate the matter. Situations like this understandably erode trust, and we recognise the seriousness of what you’ve described.
We’ve located your account and can confirm that a management callback was logged under reference MWB***9, and that you have since been receiving assistance on this matter. Your case remains under active review, and the concerns raised have been noted to ensure they are addressed appropriately.
Your feedback regarding support accessibility, call handling, and overall service experience will be shared with our Service Quality Team for review and improvement, as experiences like this are taken seriously.
If there is anything further assistance, please feel free to reach out to us again via Hello Peter with a brief description, and we’ll be happy to assist.
Kind regards,
Mweb Team
We understand how upsetting and draining this experience has been, especially after long wait times across multiple channels, the concern around account security, and feeling dismissed when you were trying to escalate the matter. Situations like this understandably erode trust, and we recognise the seriousness of what you’ve described.
We’ve located your account and can confirm that a management callback was logged under reference MWB***9, and that you have since been receiving assistance on this matter. Your case remains under active review, and the concerns raised have been noted to ensure they are addressed appropriately.
Your feedback regarding support accessibility, call handling, and overall service experience will be shared with our Service Quality Team for review and improvement, as experiences like this are taken seriously.
If there is anything further assistance, please feel free to reach out to us again via Hello Peter with a brief description, and we’ll be happy to assist.
Kind regards,
Mweb Team
Best regards,
Mweb's reply11 May 2026, 09:11
Official
Hi Shafeeqa,
We understand how upsetting and draining this experience has been, especially after long wait times across multiple channels, the concern around account security, and feeling dismissed when you were trying to escalate the matter. Situations like this understandably erode trust, and we recognise the seriousness of what you’ve described.
We’ve located your account and can confirm that a management callback was logged under reference MWB***9, and that you have since been receiving assistance on this matter. Your case remains under active review, and the concerns raised have been noted to ensure they are addressed appropriately.
Your feedback regarding support accessibility, call handling, and overall service experience will be shared with our Service Quality Team for review and improvement, as experiences like this are taken seriously.
If there is anything further assistance, please feel free to reach out to us again via Hello Peter with a brief description, and we’ll be happy to assist.
Kind regards,
Mweb Team
We understand how upsetting and draining this experience has been, especially after long wait times across multiple channels, the concern around account security, and feeling dismissed when you were trying to escalate the matter. Situations like this understandably erode trust, and we recognise the seriousness of what you’ve described.
We’ve located your account and can confirm that a management callback was logged under reference MWB***9, and that you have since been receiving assistance on this matter. Your case remains under active review, and the concerns raised have been noted to ensure they are addressed appropriately.
Your feedback regarding support accessibility, call handling, and overall service experience will be shared with our Service Quality Team for review and improvement, as experiences like this are taken seriously.
If there is anything further assistance, please feel free to reach out to us again via Hello Peter with a brief description, and we’ll be happy to assist.
Kind regards,
Mweb Team
Best regards,
Mweb's replyOfficial
11 May 2026, 09:11Hi Shafeeqa,
We understand how upsetting and draining this experience has been, especially after long wait times across multiple channels, the concern around account security, and feeling dismissed when you were trying to escalate the matter. Situations like this understandably erode trust, and we recognise the seriousness of what you’ve described.
We’ve located your account and can confirm that a management callback was logged under reference MWB***9, and that you have since been receiving assistance on this matter. Your case remains under active review, and the concerns raised have been noted to ensure they are addressed appropriately.
Your feedback regarding support accessibility, call handling, and overall service experience will be shared with our Service Quality Team for review and improvement, as experiences like this are taken seriously.
If there is anything further assistance, please feel free to reach out to us again via Hello Peter with a brief description, and we’ll be happy to assist.
Kind regards,
Mweb Team
We understand how upsetting and draining this experience has been, especially after long wait times across multiple channels, the concern around account security, and feeling dismissed when you were trying to escalate the matter. Situations like this understandably erode trust, and we recognise the seriousness of what you’ve described.
We’ve located your account and can confirm that a management callback was logged under reference MWB***9, and that you have since been receiving assistance on this matter. Your case remains under active review, and the concerns raised have been noted to ensure they are addressed appropriately.
Your feedback regarding support accessibility, call handling, and overall service experience will be shared with our Service Quality Team for review and improvement, as experiences like this are taken seriously.
If there is anything further assistance, please feel free to reach out to us again via Hello Peter with a brief description, and we’ll be happy to assist.
Kind regards,
Mweb Team
Best regards,
Mweb's reply11 May 2026, 09:11
Official
Hi Shafeeqa,
We understand how upsetting and draining this experience has been, especially after long wait times across multiple channels, the concern around account security, and feeling dismissed when you were trying to escalate the matter. Situations like this understandably erode trust, and we recognise the seriousness of what you’ve described.
We’ve located your account and can confirm that a management callback was logged under reference MWB***9, and that you have since been receiving assistance on this matter. Your case remains under active review, and the concerns raised have been noted to ensure they are addressed appropriately.
Your feedback regarding support accessibility, call handling, and overall service experience will be shared with our Service Quality Team for review and improvement, as experiences like this are taken seriously.
If there is anything further assistance, please feel free to reach out to us again via Hello Peter with a brief description, and we’ll be happy to assist.
Kind regards,
Mweb Team
We understand how upsetting and draining this experience has been, especially after long wait times across multiple channels, the concern around account security, and feeling dismissed when you were trying to escalate the matter. Situations like this understandably erode trust, and we recognise the seriousness of what you’ve described.
We’ve located your account and can confirm that a management callback was logged under reference MWB***9, and that you have since been receiving assistance on this matter. Your case remains under active review, and the concerns raised have been noted to ensure they are addressed appropriately.
Your feedback regarding support accessibility, call handling, and overall service experience will be shared with our Service Quality Team for review and improvement, as experiences like this are taken seriously.
If there is anything further assistance, please feel free to reach out to us again via Hello Peter with a brief description, and we’ll be happy to assist.
Kind regards,
Mweb Team
Best regards,