MWEB PATHETIC CUSTOMER SERVICE!!!! DISGUSTING!!!!

I am writing to formally lodge a complaint regarding the service I have received after recently taking a Fibre package with your company.

The installation process has been highly frustrating and disappointing. To start, it took a total of three weeks for the installation team to come out after my initial request. This was further exacerbated by the fact that Mweb debited a process fee from my account a day after I had spoken to your team.

On the day of the installation (31st), I was informed by the installation team that a quotation needed to be sent either to me or to Mweb because the installation was outside of the 30-meter limit. The team mentioned that they would need to trench, and that either I or Mweb would have to cover the cost. This additional cost was never discussed with me prior to the installation appointment.

To make matters worse, I had clearly communicated with the sales person, Reni, that we are currently living in a small house on the same property where we are constructing the main house. Reni assured me that once the main house was completed, the connection would be transferred there. However, no one informed me of any potential additional costs or complications regarding this.

During the installation, I called Mweb to resolve the issue, and I was transferred multiple times—three times, to be exact—until I spoke with a lady named Amahle (or Namhle). She mentioned that she does not work in that department but was still willing to assist. She informed me that the sales representative I had previously communicated with would call me back, but as of now, I am still waiting for that call.

This situation is extremely frustrating, and I feel that I have been misinformed and left without proper support. I am requesting immediate clarification regarding the additional charges for trenching and installation and would appreciate it if someone from Mweb could contact me as soon as possible to resolve this matter.