MWEB - Not Customer Service Friendly

I have had the displeasure of dealing with the services of MWEB.

I had app**** for a fibre line and was boldly informed by the customer care consultant that there is coverage in my area, this proved to be incorrect as the installer mentioned this when he arrived at my premises to install the product.

I cancelled my application and requested a refund and spent over 10 hours this far, making calls and getting placed on hold, just to speak to a consultant or agent. and when I finally did get through to an agent, I would be placed on hold, while they go check something and they never return to my waiting call and I end up having to redial and call and follow the entire procedure all over again.

The poor customer service has been ongoing since 20 February. Since my application and non installation of the product I paid for, I have been spending most of my time trying to get my refund. I was assured on 3 March 2023, that was refund was logged and that I would receive it within 5 to 7 working days. I called again today, as today marks the 6th day of my waiting period and was told that I had been mis-informed and that the correct waiting period for my refund is actually 15 working days and not the 7 days I was informed about.

None of the agents at MWEB gives the same consistent information to their clients. I am appalled at the poor customer service and treatment I have received from MWEB and I would not recommend anyone to do business with them based on my personal experiences. All I want is my refund, which is due tomorrow as confirmed initially.

I am beginning to think that I might never get my refund.

MWEB - You need to focus more on customer centric values and services to your existing and potential clients.