Mweb ***** billing

Dear MWEB Support Team,

I am writing to formally raise a complaint regarding a billing error on my account and the subsequent suspension of my service.

In January, the full monthly amount for my service was not deducted from my account. This was not due to insufficient funds or a missed payment on my side. The issue appears to have been an incorrect deduction processed by MWEB.

When the February billing cycle occurred, this discrepancy was not corrected or reconciled. Instead, my account was placed into arrears, which resulted in my service being suspended.

This situation is extremely frustrating because I have never missed a payment and always ensure that sufficient funds are available for my monthly subscription. The arrears on my account were caused by an incorrect deduction rather than any failure to pay.

When contacting support, the experience has also been disappointing. There were long waiting periods to receive assistance, and despite the issue being explained, there has been little accountability for the billing error that led to the suspension.

Internet access is an essential service for many customers, and suspending a line due to an internal billing mistake is not acceptable.

I would therefore like the following addressed urgently:

• A full investigation into the January deduction error • Correction of my account so that it accurately reflects that I have not missed a payment • Assurance that my account will not be penalised for this billing discrepancy

Additionally, due to this experience, I am considering cancelling my service with MWEB and would like to understand the process should I decide to proceed with cancellation.

I look forward to your prompt response and resolution of this matter.

Oh and I had to pay my account to have it switch on but I’m going to escalate the complaint to the Independent Communications Authority of South Africa (ICASA).

Kind regards, Kyle Leeman