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realkatlakat R
1 reviews | Active since Sept 2016
05 May 2026, 12:57
Mweb Billed Me R3,994, Charged Me R2,732 to Leave a Contract They Terminated, and Cut My Call When I Tried to Dispute It
I signed up for an Mweb fibre line at R539/month. The line was not activated for over half a month. After I followed up repeatedly, Mweb acknowledged the failure and offered me one month free as compensation — which I accepted. The line was then activated. On 5 May 2026, Mweb disconnected my line without notice and without my consent. I then discovered the following on the Mweb app and via SMS:
An outstanding balance of R3,994 — never agreed to A demand of R1,212 to restore the line they cut An SMS charging me R2,732 for "early contract termination" — a termination I did not initiate
When I called to dispute this, your agent disconnected my call while I was mid-sentence. As a direct result of Mweb's wrongful billing, I am now incurring bank penalties for bounced debit orders — costs I will be including in my damages claim. This is breach of contract, ******** ETF billing, and unconscionable conduct under the Consumer Protection Act. I have filed a complaint with the National Consumer Commission.
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Replies (3)0
Replies (3)
Mweb's replyOfficial
05 May 2026, 13:14Hi Kat,
Thank you for taking the time to raise this with us. We understand how distressing and unacceptable this situation has been, especially after delays in activation, the agreement of compensation, and then experiencing a disconnection without notice followed by unexpected and disputed charges. This is not the experience we want for our clients, and we recognise the serious impact this has had on you, both financially and personally.
We’ve arranged for our Finance Team to review your account in detail, including the outstanding balance, reconnection demand, and the early contract termination charge that you did not initiate. The team will reach out to you directly to further discuss the billing, provide clarity on the charges raised, and work towards resolving this matter appropriately. Your feedback regarding the disconnection, billing handling, and support experience 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 via a private message on Hello Peter.
Kind regards,
Mweb Team
Thank you for taking the time to raise this with us. We understand how distressing and unacceptable this situation has been, especially after delays in activation, the agreement of compensation, and then experiencing a disconnection without notice followed by unexpected and disputed charges. This is not the experience we want for our clients, and we recognise the serious impact this has had on you, both financially and personally.
We’ve arranged for our Finance Team to review your account in detail, including the outstanding balance, reconnection demand, and the early contract termination charge that you did not initiate. The team will reach out to you directly to further discuss the billing, provide clarity on the charges raised, and work towards resolving this matter appropriately. Your feedback regarding the disconnection, billing handling, and support experience 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 via a private message on Hello Peter.
Kind regards,
Mweb Team
Mweb's reply05 May 2026, 13:14
Official
Hi Kat,
Thank you for taking the time to raise this with us. We understand how distressing and unacceptable this situation has been, especially after delays in activation, the agreement of compensation, and then experiencing a disconnection without notice followed by unexpected and disputed charges. This is not the experience we want for our clients, and we recognise the serious impact this has had on you, both financially and personally.
We’ve arranged for our Finance Team to review your account in detail, including the outstanding balance, reconnection demand, and the early contract termination charge that you did not initiate. The team will reach out to you directly to further discuss the billing, provide clarity on the charges raised, and work towards resolving this matter appropriately. Your feedback regarding the disconnection, billing handling, and support experience 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 via a private message on Hello Peter.
Kind regards,
Mweb Team
Thank you for taking the time to raise this with us. We understand how distressing and unacceptable this situation has been, especially after delays in activation, the agreement of compensation, and then experiencing a disconnection without notice followed by unexpected and disputed charges. This is not the experience we want for our clients, and we recognise the serious impact this has had on you, both financially and personally.
We’ve arranged for our Finance Team to review your account in detail, including the outstanding balance, reconnection demand, and the early contract termination charge that you did not initiate. The team will reach out to you directly to further discuss the billing, provide clarity on the charges raised, and work towards resolving this matter appropriately. Your feedback regarding the disconnection, billing handling, and support experience 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 via a private message on Hello Peter.
Kind regards,
Mweb Team
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realkatlakat R's updateReviewer Update
05 May 2026, 13:30Hi Mweb Team,
Thank you for responding. I acknowledge your message, however I need more than a general assurance that someone will "reach out."
To consider this matter in progress, I require the following in writing:
- Confirmation that my line will be reconnected immediately at no charge
- Confirmation that the R2,732 early termination fee is being reversed
- Confirmation that the R3,994 balance is under formal dispute and will not be handed to a collections agency while under review
- A named contact person handling my case — not a general team
- Confirmation that my bank penalty fees caused by your billing errors will be reimbursed
I want to be clear — I will not close this review or withdraw my NCC complaint until every one of these points is resolved in writing. A "review" without a timeline and a named contact is not a resolution. I have documented this entire matter and will continue to update this review publicly as the process unfolds. I am available via private message and at *** | ***. — Kgakgamatso Tlholoe
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realkatlakat R's update05 May 2026, 13:30
Reviewer Update
Hi Mweb Team,
Thank you for responding. I acknowledge your message, however I need more than a general assurance that someone will "reach out."
To consider this matter in progress, I require the following in writing:
- Confirmation that my line will be reconnected immediately at no charge
- Confirmation that the R2,732 early termination fee is being reversed
- Confirmation that the R3,994 balance is under formal dispute and will not be handed to a collections agency while under review
- A named contact person handling my case — not a general team
- Confirmation that my bank penalty fees caused by your billing errors will be reimbursed
I want to be clear — I will not close this review or withdraw my NCC complaint until every one of these points is resolved in writing. A "review" without a timeline and a named contact is not a resolution. I have documented this entire matter and will continue to update this review publicly as the process unfolds. I am available via private message and at *** | ***. — Kgakgamatso Tlholoe
Mweb's replyOfficial
05 May 2026, 15:41Hi Kat,
Thank you for coming back to us. We understand why general assurances are no longer sufficient, given what you’ve experienced so far, and we recognise the seriousness of the concerns you’ve raised.
Please be assured that this has been formally placed with our Finance Team, who are responsible for addressing all billing, reconnection, and dispute‑related matters on your account. The team has been requested to reach out to you directly to engage on each of the points you’ve listed, including the reconnection status, the early termination fee, the disputed balance, and the handling of any related costs. This engagement will be aimed at providing clear explanations and next steps so the matter can be progressed appropriately.
Kind regards,
Mweb Team
Thank you for coming back to us. We understand why general assurances are no longer sufficient, given what you’ve experienced so far, and we recognise the seriousness of the concerns you’ve raised.
Please be assured that this has been formally placed with our Finance Team, who are responsible for addressing all billing, reconnection, and dispute‑related matters on your account. The team has been requested to reach out to you directly to engage on each of the points you’ve listed, including the reconnection status, the early termination fee, the disputed balance, and the handling of any related costs. This engagement will be aimed at providing clear explanations and next steps so the matter can be progressed appropriately.
Kind regards,
Mweb Team
Mweb's reply05 May 2026, 15:41
Official
Hi Kat,
Thank you for coming back to us. We understand why general assurances are no longer sufficient, given what you’ve experienced so far, and we recognise the seriousness of the concerns you’ve raised.
Please be assured that this has been formally placed with our Finance Team, who are responsible for addressing all billing, reconnection, and dispute‑related matters on your account. The team has been requested to reach out to you directly to engage on each of the points you’ve listed, including the reconnection status, the early termination fee, the disputed balance, and the handling of any related costs. This engagement will be aimed at providing clear explanations and next steps so the matter can be progressed appropriately.
Kind regards,
Mweb Team
Thank you for coming back to us. We understand why general assurances are no longer sufficient, given what you’ve experienced so far, and we recognise the seriousness of the concerns you’ve raised.
Please be assured that this has been formally placed with our Finance Team, who are responsible for addressing all billing, reconnection, and dispute‑related matters on your account. The team has been requested to reach out to you directly to engage on each of the points you’ve listed, including the reconnection status, the early termination fee, the disputed balance, and the handling of any related costs. This engagement will be aimed at providing clear explanations and next steps so the matter can be progressed appropriately.
Kind regards,
Mweb Team