1 reviews | Active since Oct 2025
MWEB & Octotel – Cancellation Ignored, Still Debiting My Account and Threatening Blacklisting
I am extremely disappointed with the unacceptable level of service I have received from MWEB and Octotel.
On 08 December 2025, I submitted a written request via email to cancel my contract. Despite this request being made months ago, my account continues to be debited, and I have now been threatened with blacklisting for non-payment. This is completely unacceptable.
I have received communication from Octotel confirming that they received a cancellation request. However, I made it very clear that I had moved house and required the service to be cancelled, not reinstated. What is extremely concerning is that Octotel advised they received the cancellation instruction from MWEB, yet MWEB continues to debit my account. This lack of coordination and accountability between the two companies is shocking.
When I initially signed up for the service, the process was smooth and the customer service was friendly and efficient. However, the moment I attempted to cancel, the experience changed entirely. It appears that securing new customers is the priority, while assisting existing customers who wish to cancel is simply ignored.
I have made several attempts to resolve this matter directly with MWEB:
Calling their support line results in unreasonably long waiting times with no assistance.
Numerous emails have been sent, yet no proper response has been received.
This situation is beyond frustrating. I am being billed for a service that I cancelled months ago, and to make matters worse, I am now being threatened with blacklisting, which could negatively affect my credit record.
This level of service is completely unacceptable and reflects extremely poorly on both companies.
I expect urgent intervention from MWEB to:
Confirm that my account has been cancelled with immediate effect.
Stop all further debits from my account.
Provide a full explanation as to why I am still being billed and threatened with blacklisting for a service that I requested to cancel months ago.
If this matter is not resolved urgently, I will have no choice but to escalate the complaint further.
We understand the seriousness of your concerns and the frustration caused by the ongoing debits despite your cancellation request. Thank you for providing detailed context, as it helps us address the matter thoroughly.
We will escalate this to the relevant team to review the account and assist the account holder directly. They will investigate the billing, confirm the status of your cancellation, and provide clarity on any debits or blacklisting concerns.
We appreciate your patience while this is being looked into, and the team will reach out as soon as possible with a resolution. T^
We understand the seriousness of your concerns and the frustration caused by the ongoing debits despite your cancellation request. Thank you for providing detailed context, as it helps us address the matter thoroughly.
We will escalate this to the relevant team to review the account and assist the account holder directly. They will investigate the billing, confirm the status of your cancellation, and provide clarity on any debits or blacklisting concerns.
We appreciate your patience while this is being looked into, and the team will reach out as soon as possible with a resolution. T^
Kind regards.
Gisha
Kind regards.
Gisha