1 reviews | Active since Mar 2024
MWEB, AI AND CANCELLATION OF CONTRACT
I have been an Mweb client for about 26 years. Since about 4 months ago I noticed no e-mails were coming through. I decided to cancel the contract when I received an e-mail that my services were 'suspended'. I notified all my clients of my new e-mail address since my business relies on an e-mail address for all correspondence. I tried phoning but hung up after 20 to 30 minutes of trying to speak to 'the next available consultant'. The last time I decided to keep holding and stayed on the line for 2 hours 59 minutes and 59 seconds (I took a screenshot of the duration of the call), just to be cut off. There is this stupid AI WhatsApp helpline but you do not get any further. I keep on sending messages over and over and over again, telling them to cancel but I keep on getting a WhatsApp message prompting me to choose an option. Of course, cancelling a contract does not fall under these 3 options! This is ridiculous! One cannot help but think companies are SO desperate for business that they make it absolutely impossible for you to cancel a contract. Even if they can have 3 extra payments it is worth their while (unless you decide to rather keep the contract as it is wasting too much of your time). What are we to do? AI does not care how frustrated we get, the robot element is the nastiest trick any business can play!!!
We understand how deeply frustrating and upsetting this experience has been, especially after being a long‑standing MWEB client and then facing prolonged email issues, service suspension, and extreme difficulty reaching support. Spending hours on hold, being disconnected, and feeling blocked from cancelling is understandably exhausting, and this is not the experience we want for our clients.
We’ve escalated this matter to our Finance Team to review your account and provide the necessary assistance, including addressing the suspension, cancellation request, and any related billing concerns. The team has been asked to engage with this urgently to ensure clarity and proper resolution. Your feedback regarding accessibility, the use of automated channels, and the impact this has had on your business will also be shared with our Service Quality Team for review and improvement.
If you require any further assistance , you’re welcome to reach out to us via a direct message on Hello Peter.
Kind regards,
Mweb Team
We understand how deeply frustrating and upsetting this experience has been, especially after being a long‑standing MWEB client and then facing prolonged email issues, service suspension, and extreme difficulty reaching support. Spending hours on hold, being disconnected, and feeling blocked from cancelling is understandably exhausting, and this is not the experience we want for our clients.
We’ve escalated this matter to our Finance Team to review your account and provide the necessary assistance, including addressing the suspension, cancellation request, and any related billing concerns. The team has been asked to engage with this urgently to ensure clarity and proper resolution. Your feedback regarding accessibility, the use of automated channels, and the impact this has had on your business will also be shared with our Service Quality Team for review and improvement.
If you require any further assistance , you’re welcome to reach out to us via a direct message on Hello Peter.
Kind regards,
Mweb Team
Thank you for coming back to us and for your continued patience.
We’ve sent a request for an urgent follow‑up to the team handling this matter, clearly highlighting the need for immediate contact and resolution. The importance of engaging with you directly has been reinforced so this can be addressed without further delay.
If you need any further assistance, you’re welcome to reach out to us again via Hello Peter, and we’ll continue to assist.
Kind regards,
Mweb Team
Thank you for coming back to us and for your continued patience.
We’ve sent a request for an urgent follow‑up to the team handling this matter, clearly highlighting the need for immediate contact and resolution. The importance of engaging with you directly has been reinforced so this can be addressed without further delay.
If you need any further assistance, you’re welcome to reach out to us again via Hello Peter, and we’ll continue to assist.
Kind regards,
Mweb Team