Mweb - Poor Service Delivery

Good Morning

On 10 May 2018 I was approved to have fibre installed into my flat (14 Outspan Road, Riverclub, Via Orvietto complex, Unit No.34).

As per the telephonic conversation with the sales technician from Mweb, fibre has been installed in the area and only needs to be installed into my unit itself. As part of the discussion, the sales technician also informed me that it would take up to two weeks for Vumatel to call me to arrange installation (by latest then 24 May 2018), which I was more than happy to wait for.

The following sequence of events then took place:

- On 21 May 2018 I had been informed by Mweb that the matter was escalated to Vumatel to call me and arrange installation. - On 30 May 2018 I called Mweb to follow up on the matter as it was 6 days later than what the latest date would have been to arrange installation. The Mweb sales technician informed me that the manager was made aware of the fact that I have had no response from Vumatel. And that they would make direct contact with Vumate to call me by COB 30 May 2018. - On 31 May 2018 I once again followed up with Mweb requesting feedback, I was informed that Mweb cant do anything as they are awaiting response from Vumatel.

As part of the telephonic conversation on 31 May 2018, I requested a reference number, the technician from the fibre division at Mweb informed me that I will receive a reference number via e-mail right after our telephonic conversation, this has not happened.

I had exactly the same issue with Mweb regarding an LTE line which took 5 weeks, where after the service was so poor that I cancelled the Contract with Mweb.

I have had no great experience in dealing with Mweb in the last two months, as the sales team would sell a product and thereafter no service delivery would be provided. And to make matters worse my account has been debited by R430-00 and R570-00 respectively without receiving any service on the previous LTE line.

I request that Mweb or Vumatel make contact as a matter of urgency or else I might as well make use of a service provider that actually want to provide service.

My details are as follows:

- ID No. ********** 003083. - Contact no. ********** 001

Regards

Wessel de Jager