MWEB KEEP CLIENT RANSOM FOR ACCOUNT DISPUTE

I have two accounts with MWEB, namely *** and ***

I’ve app**** for the reinstatement of my domain – DJDAKLEK.CO.ZA just so that I can have access to my e-mail address – *** again.

On or about the 10th May 2021, your company apparently sent me a SMS with a password, which I’ve never received. If you can sent me an e-mail with your latest account, why did you not sent your password details to the very same e-mail address – why use a different medium of communication ?.

Yesterday, I’ve received a Tax Invoice on account *** suggesting that I must pay an amount of R 250.97 for the registration of the domain address.

I’ve explained to your accounts department that I’ve never received a SMS or any notification in respect of a password to login to your website. Shortly thereafter, the call was cut and I had to call in again. Just before the call was cut off, she did sent me a SMS with a password details – something that was not forwarded to me before. Once again, If you can sent me an invoice to my gmail account, why would you use a different medium to sent me the password ?????

I called again and spoke to one of your gentlemen in your accounts department and I had to explain everything again to him. At the time of explaining this to your accounts department, I’ve realised that this is a futile exercise and I would rather cancel my dealings with MWEB on account ***. Your agent on ref number MWB***6 admitted that I’ve been held ransom by MWEB and if I do not pay my account (and domain registration), I will be handed over. Kudos to MWEB for keeping client ransom. You have no respect for the law or the Consumer Protection Act 68 of 2008 (CPA), more specifically Section 16 (3) where the cool-off is addressed. Your focus is more centralised to generate sales, than doing the right thing.

When the call was cut, why did you not contact me back ? After all, you do have my mobile number and claim that you’ve forwarded SMS’s to me on the 10th May 2021 – something that I’ve never received. Even if your argument is that I’ve possible delete the SMS, why would I put up such a contest just to have my e-mail address restored ? the e-mail address is way more important than the domain address – something that was never explained to me before. If you look at account ***, you will note that the e-mail address is not linked to a domain, but administrated on its own. The latter was my expectation on e-mail address ***, but I’ve learned that you cannot accommodate the request on its own and that I had to have the domain registered again.

So here is the golden questions:

• Why did you make me out to be a **** when I’ve stated that I have not received the SMS’s that you’ve apparently sent to me on the 10th May ?

• Why do you keep clients ransom and forcing them to pay accounts, even if they have not logged into the account / could not use the account / never received a password to login into the account ?

• Why was the call not returned (when it was dropped), alternatively, when I called in again, why was I not offered the opportunity to speak to the same lady again who dealt with my concerns. I had to call in again, just so that I can be told that MWEB will held me ransom if I do not pay the account (that I could not use based on the lack of login / password details).

Kindly forward the two (2) calls to me, because I would like this incident to be published in Beeld – Tot U Diens newspaper.

I look forward receiving the two (2) calls (MWB***6 and MWB***3) and your feedback in respect of your cancellation policy that is not in line with the CPA.

For easy reference, my contact number is *** (zero eight two six seven eight eight zero nine nine) and my e-mail address (that you only use for invoices and not for verification processes) is ***.