EA
Ebrahim A
1 reviews | Active since Apr 2026
29 Apr 2026, 12:24
Mweb making it impossible to cancel my subscription. Literally spent hours of my Airtime & Time waiting in line in their call centre with no assistance.
I have spent approximately four hours of my time and airtime attempting to cancel my subscription with MWEB, without any success due to an inability to reach the Retention department.
During my first attempt, I waited 30 minutes before being transferred to Retentions. When I reached number one in the queue, the call was unexpectedly disconnected. On my second attempt, I waited one hour and 30 minutes, reached number one in the queue, and remained there for a further 20 minutes without any response. On my third attempt, I waited over an hour, during which the system repeatedly indicated that I was number four in the queue, with no progress.
This has been an extremely frustrating experience and has resulted in significant airtime costs, with no resolution. Based on my experience, it appears that MWEB’s cancellation process is unreasonably difficult to access, effectively preventing customers from cancelling their subscriptions.
Helpful (0)
Replies (5)0
Replies (5)
Mweb's replyOfficial
29 Apr 2026, 12:31Hi Ebrahim, thank you for outlining your experience so clearly — we can see the time, effort, and airtime you’ve spent trying to get this resolved, and how frustrating it has been without reaching a final outcome.
We’ve now requested our Retentions team to urgently contact you directly to confirm and complete the cancellation process, so you are not required to continue attempting calls or waiting in queues.
This will be handled as a priority request, and the team will engage with you to finalise everything and ensure the subscription is properly closed off.
Kind regards,
The Mweb Team
The Mweb Team
Mweb's reply29 Apr 2026, 12:31
Official
Hi Ebrahim, thank you for outlining your experience so clearly — we can see the time, effort, and airtime you’ve spent trying to get this resolved, and how frustrating it has been without reaching a final outcome.
We’ve now requested our Retentions team to urgently contact you directly to confirm and complete the cancellation process, so you are not required to continue attempting calls or waiting in queues.
This will be handled as a priority request, and the team will engage with you to finalise everything and ensure the subscription is properly closed off.
Kind regards,
The Mweb Team
The Mweb Team
EA
Ebrahim A's updateReviewer Update
29 Apr 2026, 12:51Further to the above, I have also submitted a cancellation request via the MWEB Mobile App. To date, I have received no acknowledgement from MWEB confirming receipt of this request or advising when the service will be terminated.
The lack of effective communication channels between MWEB and its customers is deeply concerning and, based on my experience, falls well below acceptable service standards. Despite multiple attempts across different platforms, I have been unable to obtain any meaningful assistance.
Given the circumstances, I am left with no option but to consider escalating this matter to the relevant regulatory authorities for assistance. I will also continue to document and share my experience on public platforms to highlight the level of service being encountered.
As previously noted, I have spent in excess of four hours attempting to reach the Retentions department without success. Notably, calls to the sales department are answered promptly, which raises concerns regarding the accessibility and fairness of MWEB’s customer service processes.
I once again request that my cancellation be processed without delay and that written confirmation be provided urgently.
EA
Ebrahim A's update29 Apr 2026, 12:51
Reviewer Update
Further to the above, I have also submitted a cancellation request via the MWEB Mobile App. To date, I have received no acknowledgement from MWEB confirming receipt of this request or advising when the service will be terminated.
The lack of effective communication channels between MWEB and its customers is deeply concerning and, based on my experience, falls well below acceptable service standards. Despite multiple attempts across different platforms, I have been unable to obtain any meaningful assistance.
Given the circumstances, I am left with no option but to consider escalating this matter to the relevant regulatory authorities for assistance. I will also continue to document and share my experience on public platforms to highlight the level of service being encountered.
As previously noted, I have spent in excess of four hours attempting to reach the Retentions department without success. Notably, calls to the sales department are answered promptly, which raises concerns regarding the accessibility and fairness of MWEB’s customer service processes.
I once again request that my cancellation be processed without delay and that written confirmation be provided urgently.
Mweb's replyOfficial
29 Apr 2026, 13:12Hi Ebrahim, we can see how much time and effort you’ve already put into trying to get this finalised, especially after submitting your request through multiple channels and still not receiving confirmation.
To move this forward properly, the Retentions team will be reaching out to you directly to assist and complete the cancellation. This ensures the process is handled correctly and that you receive the formal confirmation you’ve been requesting.
You won’t need to continue attempting calls or follow-ups on your side, this has been prioritised for direct engagement so it can be concluded without further delay.
Kind regards,
The Mweb Team
The Mweb Team
Mweb's reply29 Apr 2026, 13:12
Official
Hi Ebrahim, we can see how much time and effort you’ve already put into trying to get this finalised, especially after submitting your request through multiple channels and still not receiving confirmation.
To move this forward properly, the Retentions team will be reaching out to you directly to assist and complete the cancellation. This ensures the process is handled correctly and that you receive the formal confirmation you’ve been requesting.
You won’t need to continue attempting calls or follow-ups on your side, this has been prioritised for direct engagement so it can be concluded without further delay.
Kind regards,
The Mweb Team
The Mweb Team
EA
Ebrahim A's updateReviewer Update
29 Apr 2026, 13:18Thank you, HelloPeter. I have now finally received assistance from MWEB.
Following my complaint on HelloPeter, MWEB contacted me directly and assisted with the cancellation process. The consultants I dealt with were helpful and professional.
However, it is disappointing that it required a public complaint for this matter to be addressed. This suggests that customer support channels are not functioning as effectively as they should, and that issues are only prioritised once they become publicly visible.
I trust that MWEB will take this feedback into account and improve their accessibility and responsiveness to customers going forward.
EA
Ebrahim A's update29 Apr 2026, 13:18
Reviewer Update
Thank you, HelloPeter. I have now finally received assistance from MWEB.
Following my complaint on HelloPeter, MWEB contacted me directly and assisted with the cancellation process. The consultants I dealt with were helpful and professional.
However, it is disappointing that it required a public complaint for this matter to be addressed. This suggests that customer support channels are not functioning as effectively as they should, and that issues are only prioritised once they become publicly visible.
I trust that MWEB will take this feedback into account and improve their accessibility and responsiveness to customers going forward.
Mweb's replyOfficial
29 Apr 2026, 13:21Hi Ebrahim, thank you for the follow-up and for sharing this openly.
It’s good to hear that the team was able to step in, assist you directly, and complete the cancellation process in a professional and efficient manner. At the same time, your experience leading up to that point, needing to raise a public complaint before receiving assistance — is clearly not the level of accessibility or responsiveness we aim to provide.
Your feedback highlights an important gap in the support journey, particularly around reaching the right team and receiving timely engagement. This is being taken seriously, with a clear focus on improving response channels so that matters are addressed promptly without requiring escalation externally.
If there’s anything further you need clarity on or assistance with, support remains available.
Kind regards,
The Mweb Team
The Mweb Team
Mweb's reply29 Apr 2026, 13:21
Official
Hi Ebrahim, thank you for the follow-up and for sharing this openly.
It’s good to hear that the team was able to step in, assist you directly, and complete the cancellation process in a professional and efficient manner. At the same time, your experience leading up to that point, needing to raise a public complaint before receiving assistance — is clearly not the level of accessibility or responsiveness we aim to provide.
Your feedback highlights an important gap in the support journey, particularly around reaching the right team and receiving timely engagement. This is being taken seriously, with a clear focus on improving response channels so that matters are addressed promptly without requiring escalation externally.
If there’s anything further you need clarity on or assistance with, support remains available.
Kind regards,
The Mweb Team
The Mweb Team