OM
Octavia M
1 reviews | Active since Jun 2022
30 Mar 2026, 15:37
MWEB BAD CUSTOMER EXPERIENCE
I have never received a bad service from Mweb I am a first time user and I paid the amount on capitec today sent them the proof of payment and the agent advised me that I paid from the wrong bank account which is I paid the account under capitec registered public beneficiary Mweb just like when you pay dstv So they advised me that it's not them while I went straight to capitec and called customer regarding the issue capitec advised that this is Mweb but they never updated their details about their account or bank changed but they will escallete the matter
I then went to Mweb to chat with an agent the agent felt so cold they didn't even have any sorry or what so ever to say I even went on and said I will cancel the service that's when they responded rudely I asked them is there anyway my you can escallete this issue to your manager or someone the respond was like no if you Need to cancel it's fine but note there's a fee, I'm a person in need here of assistance I contacted them because I need a solution I paid the account with their name their account number at their Mweb account which they no longe use who's fault is it I'm the first time user it's only been two months with them and they don't care about their customers This is the feedback I just received on WhatsApp
Im not able to escallate the issue if you made payment using the wrong bank details ,.You can find out banking details on the invoice we emailed to you .Please refrain from using foul language
What is this please advise if this is a correct manner to speak I've sent them a proof of payment showing I paid at their own MWEB public beneficiary
Helpful (0)
Replies (3)0
Replies (3)
Mweb's replyOfficial
30 Mar 2026, 15:55Hello , Octavia. Thank you for bringing this to our attention. We completely understand the frustration this situation has caused, and we appreciate your patience as we work to resolve it. We can confirm that our billing agent connected with you via Live Chat and has escalated your payment issue (***) to the billing team responsible for account updates. To ensure urgent attention, we have logged a follow-up and flagged the escalated reference so the team can investigate and resolve the matter as quickly as possible. Please note that when a payment is made to an outdated account number, it may require additional verification with both Mweb and your bank. Our billing team will coordinate with Capitec to confirm the payment and update your account accordingly. You will be informed directly once the investigation is complete. We recognise the inconvenience this has caused and are committed to ensuring your account is updated correctly. Thank you for your understanding while we resolve this matter.
Kind regards,
The Mweb Team
Kind regards,
The Mweb Team
Best regards,
Mweb's reply30 Mar 2026, 15:55
Official
Hello , Octavia. Thank you for bringing this to our attention. We completely understand the frustration this situation has caused, and we appreciate your patience as we work to resolve it. We can confirm that our billing agent connected with you via Live Chat and has escalated your payment issue (***) to the billing team responsible for account updates. To ensure urgent attention, we have logged a follow-up and flagged the escalated reference so the team can investigate and resolve the matter as quickly as possible. Please note that when a payment is made to an outdated account number, it may require additional verification with both Mweb and your bank. Our billing team will coordinate with Capitec to confirm the payment and update your account accordingly. You will be informed directly once the investigation is complete. We recognise the inconvenience this has caused and are committed to ensuring your account is updated correctly. Thank you for your understanding while we resolve this matter.
Kind regards,
The Mweb Team
Kind regards,
The Mweb Team
Best regards,
OM
Octavia M's updateReviewer Update
30 Mar 2026, 16:14PLEASE note *CARL*was my agent assisting
He doesn't have customer service at all
Thank you so much you actually gave me the correct reply I was hoping for from your agent, my bank also responded like that. I wish you take Carl back to training he has bad customer service he can't speak to clients at all
He doesn't have customer service at all
Thank you so much you actually gave me the correct reply I was hoping for from your agent, my bank also responded like that. I wish you take Carl back to training he has bad customer service he can't speak to clients at all
OM
Octavia M's update30 Mar 2026, 16:14
Reviewer Update
PLEASE note *CARL*was my agent assisting
He doesn't have customer service at all
Thank you so much you actually gave me the correct reply I was hoping for from your agent, my bank also responded like that. I wish you take Carl back to training he has bad customer service he can't speak to clients at all
He doesn't have customer service at all
Thank you so much you actually gave me the correct reply I was hoping for from your agent, my bank also responded like that. I wish you take Carl back to training he has bad customer service he can't speak to clients at all
Mweb's replyOfficial
30 Mar 2026, 16:18 Hello , Octavia. Thank you for bringing this to our attention. We completely understand the frustration this situation has caused, and we appreciate your patience as we work to resolve it. We can confirm that our billing agent connected with you via Live Chat and has escalated your payment issue (***) to the billing team responsible for account updates. To ensure urgent attention, we have logged a follow-up and flagged the escalated reference so the team can investigate and resolve the matter as quickly as possible. Please note that when a payment is made to an outdated account number, it may require additional verification with both Mweb and your bank. Our billing team will coordinate with Capitec to confirm the payment and update your account accordingly. You will be informed directly once the investigation is complete. We recognise the inconvenience this has caused and are committed to ensuring your account is updated correctly. Thank you for your understanding while we resolve this matter.
Kind regards,
Kind regards,
Best regards,
Mweb's reply30 Mar 2026, 16:18
Official
Hello , Octavia. Thank you for bringing this to our attention. We completely understand the frustration this situation has caused, and we appreciate your patience as we work to resolve it. We can confirm that our billing agent connected with you via Live Chat and has escalated your payment issue (***) to the billing team responsible for account updates. To ensure urgent attention, we have logged a follow-up and flagged the escalated reference so the team can investigate and resolve the matter as quickly as possible. Please note that when a payment is made to an outdated account number, it may require additional verification with both Mweb and your bank. Our billing team will coordinate with Capitec to confirm the payment and update your account accordingly. You will be informed directly once the investigation is complete. We recognise the inconvenience this has caused and are committed to ensuring your account is updated correctly. Thank you for your understanding while we resolve this matter.
Kind regards,
Kind regards,
Best regards,