MWEB cancellation process leaves customers without proof while billing continues

I have been trying to cancel my MWEB fibre service, but the cancellation process makes it extremely difficult to complete and leaves the customer without proper written proof that cancellation was requested.

When I try to cancel through the MWEB website/account, I am required to contact MWEB by telephone. Getting through can take hours. Even after eventually speaking to someone, the cancellation is still not completed. I then have to wait for another person to call me to obtain banking details before the cancellation is apparently finalised.

The problem is that if this callback does not happen, the cancellation remains incomplete. The customer has already attempted to cancel but has no clear written confirmation showing when the cancellation was requested.

In my case, the cancellation was not completed due to no call back and MWEB continued deducting money from my account.

My latest MWEB complaint reference is MWB***7.