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Dyan B

1 reviews | Active since Sept 2013

29 May 2018, 08:41

MWEB gives unclear information on package activation

MWEB staff do not explain how their package activation works. I asked them to activate at end May2018 as I still have a Telkom line, but on calling the sales dept today was told that it was activated on the 9th May2018. I was told that the SMS saying: 'good news. Your MWEB fibre order is complete' meant that the package had been activated? That apparently was the notification. They have my bank details so they will debit my account for May2018 is what I was told. Basically - they don't listen and just focus on taking the money ASAP.

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Replies (2)
Mweb
Mweb's reply29 May 2018, 15:50
Official

Good day DyanB

Thank you for taking the time to raise this matter with us.

We're really sorry to read of your experience and would like to assist with getting it resolved.

We have since escalated your query to the relevant team to look into and contact you once they have concluded their investigation.

Should you have any queries, please do not hesitate to contact us.

Kind regards

MWEB Client Services

DB
Dyan B's update31 May 2018, 09:14
Reviewer Update
Widaad from MWEB contacted me on the same day I logged the complaint. She said that a credit would be processed and that I would not be charged for May (since my account had not been activated). Excellent customer service!! I was impressed by their willingness to understand as well as the apology and solution they offered.