Mweb and customer service

So, I had this opportunity to move to MWEB for internet Fibre based to home. My initial date to move was on 1 July 2021 (today) but on Friday 25 June I mailed the consultant that was working on my request Marcello and asked him to move the date to 1 August 2021. Then on Tuesday 29 June I still had no reply from Marcello, so I emailed him again. He answered the mail this time but still did not action my request to move to 1 Aug.

So Today, they still went along and override their service over my current line and now I have no internet. After 4 hours on the call they finally released their line, a manager called me to Apologize (Llewellyn). Llewellyn has 0 understanding of what an apology is or what customer service is for that matter. When I asked for a call recording of the call he advised that their calls are not recorded. We are in 2021 and an established company like that does not record calls???

He tried to explain to me about how it was not mweb's mistake that I did not have internet, and when I asked why mweb's details are on all of my internet pages he had no answer. When I asked questions to understand better and give examples he got all arrogant with me. When I took him up on his tone he just started his little jingle again. When I handed the phone to my husband to hear he explained to my husband that the reason he called me was to explain why mweb cut the line. (after he told me mweb did not) when I asked for a call recording as proof of what he said he just said that I have no consent to record the call and their calls are not recorded. I have all the details of this call and I need answers. 1st why Marcello Rhode does not read or act on emails. And 2 who decided that someone with zero customer service was made a manager of such people.

Beware of who you set as managers MWEB. they may be more damaging to your brand than the service you give!