MWEB Order Oustanding for 7 months - no feedback

On 07 Oct 2020 I placed an order for fibre through MWEB. On 20 April 2021 I received and SMS stating that they cannot complete my order as the address indicates that I have an existing product with another ISP. I immediately called MWEB and spoke to Yolisa Mabunzi. She asked me numerous times if I was sure I did not have another product with another ISP. I confirmed that I definitely did not. It was then revealed that they had captured my address as 368A instead of 368. I informed her that there is no 368A in my street. She said they would have to cancel the order and place a new one with the correct address as 368.

The following day I received another sms again notifying me that the new order could not be completed as the address indicates that I have an existing product with another ISP. Yolisa called me and again asked if I was certain that I did not have another product. I again confirmed that this was not the case. She said that she would need to escalate this and she also promised to keep me informed as to the progress.

A short while later I received an email from her requesting proof or residence which I immediately supp**** on a reply email.

It is now 11 days later and I have not yet heard back from Yolisa despite having sent 7 emails requesting feedback and attempting to get hold of her telephonically.

I have also called MWEB’s customer service, held for a total of 73 minutes and eventually spoke to Jordan at Sales and explained the entire situation to him. He promised that this would be escalated and that he would come back to me the same day with an update. It is now almost a week and still I have not heard back from Jordan either. He also supp**** me with an email address of *** that I could use to correspond in this regard. I have sent 7 emails to this address requesting feedback and not one has been responded to.

In an effort to receive feedback I posted a tweet on Twitter explaining what had occurred. MWEB responded with a generic message of “Good day, I am so sorry to hear that you have had such a poor experience. Customer satisfaction is always the number one priority for us. Kindly please Direct message us your MWEB Account Number / ID Number in order for us to assist with your request. Thank you.” I responded immediately with the details requested only to have this and 4 other messages requesting feedback ignored. Eventually after 3 days I received a response stating “Customer satisfaction is always the number one priority for us. We acknowledge that your Fibre Application is out of its turnaround time, Kindly please be advised that we escalated your Fibre Application to Openserve for an Installation request. Apologies for the inconvenience. Thank you.” This is exactly what I had been told 2 weeks ago.

So in other words in two weeks there had been no progress on my order and MWEB had decided that it would be better for them to rather ignore me than keep me informed.

I have on numerous occasions informed them that that this matter was urgent as I need the connection to work effectively from home but this has had no impact.

I also submitted 3 queries via the MWEB portal but these have also not been responded to.

Come on MWEB, is this really how you treat your customers? I could have expected, and have previously received, this type of service from Telkom but I thought you were better than that – I was obviously completely wrong!