Mweb's incompetence and disgusting customer service - I'm not yet a paying customer.

I am a new customer to Mweb, I signed up on the 20th August 2020 and must admit that the process to get on board was quite seamless, however the customer service after that is poor and pathetic to say the least.

I am rightfully due a promo discount, which Mweb is claiming they have difficulty allocating it to my account irrespective of me meeting the right criteria.

I have spoken to five agents/consultants who have claimed they have escalated my query as well as spoken to their managers, however in over a week (as at 27th August 2020 ) nothing has been resolved. For me this raises eyebrows on the competency of Mweb that a simple query cannot be resolved by staff and managers whom the matter has been escalated to, or Mweb blatantly turns a blind eye and does not care about their customer service!!

My query is simple: • It’s either deactivate my account and open a new account to apply the promo code or, • Manually amend the account to apply the promo code (if you are able to edit the profile/account with telephone numbers and email addresses why cannot the promo code be edited?????)

One agent promised to call me in 5 minutes, which was over 2 days ago, I have still not heard from this agent.

As at midday Thursday 27th August, I am in no better position with Mweb then what I was prior to the 20th August 2020, all Mweb has done is delivered a router which is not a milestone achievement, customer service is an achievement which Mweb have miserably failed at.

The delay in Mweb’s incompetence is costing me additional funds (during a covid pandemic period I would think that common sense and logic would be app**** by Mweb but they have proven contrary to this which is very pathetic)

On the 27th August, I received a SMS, which reads as follows: Hi Mr. Padiachy. Once your provisioning order goes active, will you then be able to add your promo code. We will advise when to add that code online. Regards MWEB. (this will now be pending until activation of the account)

On 31st August, Open Serve technician came to install the fibre lines. All went well and he provided me with a Fibre line number and informed me that I must call Mweb, provide the fibre line number and within an hour I will be activated. I have since spoken to three agents who have not assisted me at all (in fact the last agent kept me on hold for 30 minutes and ended the call)

My customer experience with Mweb has been one issue after the other. The incompetence of Mweb and their staff is disgustingly pathetic.