1 reviews | Active since Jan 2018
MWEB Account in Arrears
Hi I have purchased a Fixed Wireless LTE device on my own expense from MWEB and chose the 55GB per month subscription last year.
During the month of November 2017 I have decided to cancel my subscription effective from 1 December 2017. I have also canceled my debit order as I was not made aware that I am still liable to pay for the month of December. I have also confirmed with the operator that I will stop my debit order and the operator told me that it will be fine. MWEB can also confirm that I have not used any data during December.
Now all of a sudden I have received a notification that my account is in arrears and due to non-payment my account will be listed at the credit bureau.
I did phone today, 04/01/2018, to enquire what is going on and the operator told me that the closure of the account is 1 month notice and that I am still liable to pay for that month. I was not made aware of this the first time I have canceled the subscription.
This is unacceptable as I am in the process to start with buying a home. If this account is listed on the credit bureau it will affect my application negatively.
Can someone please sort this out? I can understand that it might take a month to cancel everything, BUT – why must I pay for a service if I have not used any data at all??
What is MWEB actually losing from it because it's not as if I used any data? But at the moment it feels MWEB is seeking for a payment for services that was not even used.
Regards M De Beer Account Reference number: ********** 1
Good Day Morras2,
Thank you for taking the time to raise your concerns.
We checked your account and noted that the cancellation request was submitted on the 1st December. Our cancellations team rep**** to you on the 4th, notifying you that the package is subject to a calendar month notice period.
Therefore you would be liable for the December period, as the account was end dated for the 31st December.
The service is a 3rd party product, which does require a calendar month notice period; as you had a month to month service.
The amount raise to the account is valid and therefore will not be reversed. The data was made available to you, even though you decided not to use the service.
Please advise if we should arrange our collections team to contact you regarding payment of the outstanding amount.
We eagerly await your reply.
Kind regards
MWEB Client Services
Best regards,
Good Day Morras2,
Thank you for taking the time to raise your concerns.
We checked your account and noted that the cancellation request was submitted on the 1st December. Our cancellations team rep**** to you on the 4th, notifying you that the package is subject to a calendar month notice period.
Therefore you would be liable for the December period, as the account was end dated for the 31st December.
The service is a 3rd party product, which does require a calendar month notice period; as you had a month to month service.
The amount raise to the account is valid and therefore will not be reversed. The data was made available to you, even though you decided not to use the service.
Please advise if we should arrange our collections team to contact you regarding payment of the outstanding amount.
We eagerly await your reply.
Kind regards
MWEB Client Services
Best regards,