MWEB Microsoft 365 Key No longer working although still valid till April 2022

MWEB Microsoft 365 Key No longer working although still valid till April 2022

Been talking back and forth with Support, Sales, Customer Service and no joy. My first call to MWEB was 30 November 2021 regarding the message that my Microsoft Office Key is expiring and needs to be renewed. After going to my MWEB account the key which still says active for R109 p/m which includes 5 user licenses I used this key to enter into my Microsoft Account and it redirected me to Microsoft to purchase Microsoft Office 365. I then phoned MWEB and spoke to Themba / Thembo in technical, he then said he will need to transfer me to sales as they will need to issue me with a new key. Spoke to Anzani in sales where she said yes there seems to be a problem with the current key issued and that they can issue me with a new key but this will then be a new 12 month contract being R109 p/m for 1 user licence and R135 p/m for 5/6 user licences. I at this point told her that I will need to think about it and get back to her as what they offer currently versus what I currently have with them. Anzani then told me that I don’t get back to her the current package is set to cancel as it is not working. I did not get a reference number for this call as I was in my vehicle at the time.

On 9 December 2021 I decided to contact MWEB again regards to the Office 365 Key problem to inform that since the key is not working and I do not get the same benefit as to what I originally signed up for that I will not be continuing with MWEB. Got to sales department which they then want me to pay a penalty fee for early cancellation of the contract (ends in April 2022) I then told the lady that why should I pay a penalty fee if the key MWEB had issued me is no longer working?? I am paying monthly for a key that should be working now it no longer works, so MWEB is the one not delivering a working service anymore while the contract I signed up with them, in other words MWEB is in breach of contract not giving me a working licence key for 5 users, instead they want either I pay a penalty fee for early cancellation for a working service they can’t deliver (MS 365 Key provided by MWEB) or I should take up a new contract where I get less then originally sign up for. The logic behind this baffle me, how do you charge a client for early cancellation when the service provider (MWEB) cannot offer a working key? I eventually then got transferred from one department to another and eventually ended back at Customer support explaining the story to each consultant at each department. At the Customer Support (Final call) I am advised that they need to put in a cancellation and that since MWEB cannot resolve the key that they will need to cancel because one cannot pay for something that is not working. Got reference number and was told someone in Sales will call me back regarding the cancellation.

Today 15 December 2021 still no call regarding cancellation, I then decide to log into me MWEB account and see what is happening, see queries regards to cancellation and see that 5 days ago a message is posted by Newthricha Johnson that I will need to pay penalty fee to have early cancellation processed and proof of payment to be send.

I have not been able to use my MS Office 365 package since 30 November due to the key issued not working. I will not be paying any cancellation fee whatsoever for a service not rendered. If this is how MWEB treats customers with only wanting money I advise others to stay clear of them.