My MWEB experience in overall

I really did not want to do this as I use to love your services, but these days, it has been terrible.

Where do I start? 2018. To summarize, I was unemployed, my phone got ****** and I owed multiple business money. Mweb did suspend my account because it was overdue, which is completely understandable. So I owed them for the times that I actually used the service. So far, no worries.

Then this year I got temporarily employed and managed to pay almost all my accounts. Mweb included. I, however, could not pay the full amount. So I only paid half in April and then half in May. I was also in contact with Mweb via Facebook and via phone. I informed them that I will pay my account, but please keep my account suspended. For some reason, however, someone at Mweb decided to activate my line rental only since my first payment. Why??? What use is an activated line only??? So I got in contact with Mweb and they said that when a proof of payment is sent, services are activated by default. They did manage to fix the error. The rest of the other problems lies mostly with Telkom until they fixed their mess after a month and a half.

So all is fixed and I want my line on again. I called Mweb asking them for assistance. R60 airtime and 3 agents later, I eventually got through to someone who had to keep me on hold while processing my request. Which the process part i can understand, but 3 agents later?!!!

Now, considering that I am temporarily unemployed, my Mweb and Telkom accounts are overdue. I managed to pay Mweb this month, however, Telkom decided to suspend my account for some reason. At the time, I already had line issues happening almost every week until this point where they suspended my account. I first thought it was just another problem on the line until i contacted Mweb via Facebook and their online query page. Via online query, Mweb contacted me to let me know that Telkom suspended my account. Fine. so I requested via Facebook for them to suspend my account too.

On Tuesday, Mweb told me that I have to contact billing and that the remaining of the month I will still be liable to pay. Which I can fully understand. However, I am having problem with my line (so no landline calls) and since my whole phone problem, I cant make use of the number that they have on billing (the ****** phone, remember?) and have to constantly do sim changes when i need to use the number. Plus, I am unemployed and have no airtime. So, all this time I had to make use of someone else's data. I told them i wont be able to call, but I will request a call back. I couldn't do it the Thursday, but I informed them on Friday to call me back. No calls. The last thing I can do now is contact them via Technical online query considering that they are open today (Saturday). No response. So, now I am stuck in a situation where billing is closed today and I now apparently have to pay for December too since its tomorrow. This is not cool.

Look, I am a very considerate person as I use to work at a call centre before so I understand the stress having to deal with clients. However, what I also learned is that not every agent at Mweb are terrible, but with everything that has been happening, some of your staff are truly ***********. Teach them how to take ownership of their client queries. Think! I can't use my internet. You can see I cant use my internet on your system. So, if your agents see that, dont you think it would be wise to assist them to the best of your knowledge? To contact your client via phone/email/online query form immediately if they detect something unusual. I mean, you even have my email address. Or have the decency to do a hand over, my gosh. You guys should know this. I get you guys have volumes of calls and queries, but this is terrible.

So that is my experience with Mweb in a nutshell. Hopefully, they will fix the mess on Monday. My advice to anyone who wants to use MWEB, their social media team is unreliable, their call centre agents dont know who to transfer calls to which department and the fact that they can not handle such queries on a Saturday is pathetic. What if someone worked 9am to 7pm and only had some weekends off (my experience) and can only contact during those times? The saddest part of all of this is that I use to love them. They immediately informed me that my line was faulty and immediately resolved my queries without having to contact them at all for years and since my few unemployment years, this happens. You guys actually deserve a 4 star, but after this, only one.