1 reviews | Active since Sept 2013
Mweb Wrongfully Handed My Account to Debt Collectors After Confirming Termination Fee Reversal
I am extremely disappointed with the shocking service I have received from Mweb regarding the cancellation of my fibre account.
• I cancelled my account on 28 December 2025. • On 12 January 2026, Mweb phoned me to confirm the cancellation and assured me that the termination fee of R266 would be reversed. I was told not to worry about it. • On 30 January 2026, I received another confirmation call, and once again I was told that the termination amount would not be charged.
Despite receiving two separate confirmations, in March 2026 I received an SMS stating that my account had been handed over to debt collectors.
I have now wasted over two hours on the phone trying to resolve this, only for the call to be dropped while speaking to Retentions. No one has called back, and the issue remains unresolved.
This is unacceptable. I followed the correct process, received confirmation twice, and yet Mweb still handed my account over as if I had defaulted.
I expect urgent action from Mweb to resolve this matter.
We completely understand how frustrating and disappointing this experience must be. Following the correct cancellation process, receiving multiple confirmations, and still being faced with an account handed over to debt collectors is understandably stressful and upsetting. We recognise the time and effort you’ve spent trying to resolve this and the inconvenience caused by dropped calls and lack of follow-up.
To address this, we’ve reached out to the Retentions Team and requested that they review your account and make direct contact with you as soon as possible to assist further. If you require any additional support, you can send a direct message on Hello Peter, and the team will provide personalised assistance.
Thank you for bringing this to our attention. Your feedback is invaluable in helping us improve processes and prevent similar experiences for other customers.
Kind regards,
Mweb Team
We completely understand how frustrating and disappointing this experience must be. Following the correct cancellation process, receiving multiple confirmations, and still being faced with an account handed over to debt collectors is understandably stressful and upsetting. We recognise the time and effort you’ve spent trying to resolve this and the inconvenience caused by dropped calls and lack of follow-up.
To address this, we’ve reached out to the Retentions Team and requested that they review your account and make direct contact with you as soon as possible to assist further. If you require any additional support, you can send a direct message on Hello Peter, and the team will provide personalised assistance.
Thank you for bringing this to our attention. Your feedback is invaluable in helping us improve processes and prevent similar experiences for other customers.
Kind regards,
Mweb Team