MWEB dissapointment!

Subject: MWEB Inefficient Handling of Accidental Payment Leads to Service Disconnection, Poor Communication, and Unreasonable Demands

On December 22, 2024, I mistakenly made an EFT payment directly into MWEB's bank account (details obtained from my online statement) instead of using their usual payment method. This payment was intended to cover my fiber service, which was due to expire on December 28, 2024.

Despite making the payment six days prior to the expiry date, my fiber service was disconnected on December 28th. Upon contacting MWEB, I was informed that the direct payment had not been correctly processed. This was only discovered after I proactively contacted them to inquire about the service interruption.

I have since been in contact with multiple MWEB consultants and the call center. The service I have received has been extremely disappointing. There has been a lack of urgency in resolving the issue, and I have already provided proof of payment in the form of an EFT confirmation. Now, MWEB is requesting further proof in the form of a bank statement or bank details. This is unreasonable, as I have already provided sufficient evidence of payment.

Furthermore, MWEB's communication has been inadequate. They primarily communicate via email, which is problematic as I rely on my home fiber connection for internet access and therefore only have access to my emails when I am at work. I have provided MWEB with a contact phone number, but they have not utilized it to proactively communicate with me regarding the status of my issue or their requests for further information. This demonstrates a lack of basic customer service and a failure to go the extra mile to assist a customer who is without service. If a customer is not responding to emails, it is standard practice to attempt to reach them via other provided contact methods.

My service remains disconnected, causing significant inconvenience, particularly as I rely on my home fiber connection and do not have alternative data sources. This has been especially frustrating during the festive season. I am a single parent and a loyal MWEB customer. I expect a higher level of service and a prompt resolution to this issue. I request the following:

Immediate reconnection of my fiber service. Confirmation that my payment has been correctly processed based on the proof already provided. An explanation as to why a direct payment into MWEB's provided bank account resulted in service disconnection. Improved communication practices, including proactive contact via the provided phone number.

Kind Regards Abegail Marthinus