MG
Mark G
1 reviews | Active since Mar 2022
11 Jun 2026, 19:09
MWEB — Extremely Poor Customer Service
We urgently need to change the primary account holder on an account. This is an important account-related matter, yet we spent two hours waiting on the customer service line and eventually the call simply dropped.
To make matters worse, we had to buy airtime just to sit on hold for two hours, with absolutely no resolution.
How is a customer supposed to deal with something important if we cannot get hold of anyone?
This is unacceptable service. We need MWEB to contact us urgently and provide a clear process for changing the primary account holder.
Please do better.
Helpful (0)
Replies (7)0
Replies (7)
Mweb's replyOfficial
12 Jun 2026, 08:51Hi Mark,This is an important account matter, and it’s clear the experience so far has not delivered the level of support needed, especially after spending extended time on the line without resolution.To get this actioned properly and urgently, we’ll need to first verify and locate the account.Please share the following so we can proceed without further delay:
- The account number
- The current registered email address on the account
- The full name of the current primary account holder
Best regards,
Mweb's reply12 Jun 2026, 08:51
Official
Hi Mark,This is an important account matter, and it’s clear the experience so far has not delivered the level of support needed, especially after spending extended time on the line without resolution.To get this actioned properly and urgently, we’ll need to first verify and locate the account.Please share the following so we can proceed without further delay:
- The account number
- The current registered email address on the account
- The full name of the current primary account holder
Best regards,
MG
Mark G's updateReviewer Update
12 Jun 2026, 11:16Hi Mweb, thank you for your reply. The acc number is: ***2. Brian Grunebaum is the primary acc holder, email address is ***. Contact person to speak to now is Heidi Grunebaum *** OR Leonie Grunebaum *** (Heidi is easier to get hold of). Your urgency in this matter would greatly be appreciated.
MG
Mark G's update12 Jun 2026, 11:16
Reviewer Update
Hi Mweb, thank you for your reply. The acc number is: ***2. Brian Grunebaum is the primary acc holder, email address is ***. Contact person to speak to now is Heidi Grunebaum *** OR Leonie Grunebaum *** (Heidi is easier to get hold of). Your urgency in this matter would greatly be appreciated.
Mweb's replyOfficial
12 Jun 2026, 11:28Hi Heidi,Thank you for providing the account information.We can see that you've already been in contact with our Client Services team regarding this matter and that the change of ownership forms have been submitted.The request is currently being attended to, and the relevant team will continue processing it in line with the required verification and account ownership procedures. If any additional information or documentation is required, they will reach out directly.We understand the importance of getting this resolved promptly and appreciate your patience while the process is being completed.Kind regards,
The Mweb Team
The Mweb Team
Best regards,
Mweb's reply12 Jun 2026, 11:28
Official
Hi Heidi,Thank you for providing the account information.We can see that you've already been in contact with our Client Services team regarding this matter and that the change of ownership forms have been submitted.The request is currently being attended to, and the relevant team will continue processing it in line with the required verification and account ownership procedures. If any additional information or documentation is required, they will reach out directly.We understand the importance of getting this resolved promptly and appreciate your patience while the process is being completed.Kind regards,
The Mweb Team
The Mweb Team
Best regards,
MG
Mark G's updateReviewer Update
12 Jun 2026, 13:41Hi Mweb,
Thank you, I appreciate your prompt response and resolution to this.
Thank you, I appreciate your prompt response and resolution to this.
MG
Mark G's update12 Jun 2026, 13:41
Reviewer Update
Hi Mweb,
Thank you, I appreciate your prompt response and resolution to this.
Thank you, I appreciate your prompt response and resolution to this.
Mweb's replyOfficial
12 Jun 2026, 13:47You're welcome.
Best regards,
Mweb's reply12 Jun 2026, 13:47
Official
You're welcome.
Best regards,
MG
Mark G's updateReviewer Update
14 Jun 2026, 13:31The forms have been emailed to changeofownership@mweb, can you please tell me that they are being actioned? This is time sensitive, as my mom is in an area where if she does not have connectivity we cannot get hold of her!!!
MG
Mark G's update14 Jun 2026, 13:31
Reviewer Update
The forms have been emailed to changeofownership@mweb, can you please tell me that they are being actioned? This is time sensitive, as my mom is in an area where if she does not have connectivity we cannot get hold of her!!!
Mweb's replyOfficial
15 Jun 2026, 13:29Hi Mark,
We have requested an urgent follow up with the team handling change of ownership to ensure your request is prioritised and processed as quickly as possible. They are reviewing the submitted forms and will take the necessary steps to move this forward without delay.
We remain committed to ensuring this is resolved as a priority and that you receive confirmation as soon as progress is made.
Kind regards,
Mweb Team
We have requested an urgent follow up with the team handling change of ownership to ensure your request is prioritised and processed as quickly as possible. They are reviewing the submitted forms and will take the necessary steps to move this forward without delay.
We remain committed to ensuring this is resolved as a priority and that you receive confirmation as soon as progress is made.
Kind regards,
Mweb Team
Best regards,
Mweb's reply15 Jun 2026, 13:29
Official
Hi Mark,
We have requested an urgent follow up with the team handling change of ownership to ensure your request is prioritised and processed as quickly as possible. They are reviewing the submitted forms and will take the necessary steps to move this forward without delay.
We remain committed to ensuring this is resolved as a priority and that you receive confirmation as soon as progress is made.
Kind regards,
Mweb Team
We have requested an urgent follow up with the team handling change of ownership to ensure your request is prioritised and processed as quickly as possible. They are reviewing the submitted forms and will take the necessary steps to move this forward without delay.
We remain committed to ensuring this is resolved as a priority and that you receive confirmation as soon as progress is made.
Kind regards,
Mweb Team
Best regards,