CVDM
Crystal Van Der Merwe
1 reviews | Active since Mar 2026
19 May 2026, 13:50
NO COMMUNICATION AND LACK OF CUSTOMER EMPATHY
I am absolutely disgusted by the level of incompetence and lack of customer care I have experienced. Like many South Africans struggling with the ridiculous cost of living, I needed to make changes to my expenses and downgrade my fibre package from 40Mbps to 30Mbps because affordability matters right now. I contacted your company and spoke to an agent named Serdik. I CLEARLY stated that I wanted to cancel/downgrade my current package. Instead of processing what I requested, he convinced me to stay by offering me a discounted rate of R501.75 for the next 6 months. I even asked him specifically when this would take effect, and he confidently told me it would reflect from THIS MONTH. Well, surprise surprise — my bill arrives and I am STILL being charged the exact same amount as before. So was I deliberately misled just to stop me from cancelling? What makes this even more infuriating is the pathetic customer service afterwards. I have tried over and over again to get assistance through your support portal, and it is completely useless. Every single time I open a chat, agents either never respond or completely ignore my messages. It is honestly unbelievable how little regard this company has for its customers once they have your money. People are already financially strained, yet instead of helping customers honestly, your company makes empty promises and then disappears when it’s time to honour them. The lack of accountability is disgraceful. I am demanding that this gets resolved IMMEDIATELY: Either honour the R501.75 discounted rate for the next 6 months exactly as promised by Serdik, OR Cancel/downgrade my package from 40Mbps to 30Mbps as I originally requested. I am tired of being ignored and treated like my concerns do not matter. This entire experience has been unacceptable, unprofessional, and beyond frustrating.
Helpful (0)
Replies (8)0
Replies (8)
Mweb's replyOfficial
19 May 2026, 14:07Hi Crystal, We understand how frustrating and disappointing this experience has been, especially after clearly explaining that affordability was the reason you wanted to downgrade your package. When expectations are set around pricing and billing changes, it’s completely understandable to feel upset when the invoice does not reflect what was discussed. We also hear your concern around the lack of response through the support channels afterwards. Having to repeatedly follow up without getting clarity or assistance only adds to the frustration, particularly when you’re trying to manage important monthly expenses. To allow the team to properly review the interaction, package options, and billing outcome linked to your account, please send us a direct message with your account details. This will allow us to investigate the discounted offer discussed with Serdik and assist further with either the agreed promotional pricing or the downgrade request you originally submitted. Kind regards,
The Mweb Team
The Mweb Team
Mweb's reply19 May 2026, 14:07
Official
Hi Crystal, We understand how frustrating and disappointing this experience has been, especially after clearly explaining that affordability was the reason you wanted to downgrade your package. When expectations are set around pricing and billing changes, it’s completely understandable to feel upset when the invoice does not reflect what was discussed. We also hear your concern around the lack of response through the support channels afterwards. Having to repeatedly follow up without getting clarity or assistance only adds to the frustration, particularly when you’re trying to manage important monthly expenses. To allow the team to properly review the interaction, package options, and billing outcome linked to your account, please send us a direct message with your account details. This will allow us to investigate the discounted offer discussed with Serdik and assist further with either the agreed promotional pricing or the downgrade request you originally submitted. Kind regards,
The Mweb Team
The Mweb Team
CVDM
Crystal Van Der Merwe's updateReviewer Update
19 May 2026, 15:34How you expect me send a direct message when no one responds??? Provide me with a direct email address
CVDM
Crystal Van Der Merwe's update19 May 2026, 15:34
Reviewer Update
How you expect me send a direct message when no one responds??? Provide me with a direct email address
Mweb's replyOfficial
19 May 2026, 15:46 Hi Crystal,
Please send us a private message using this platform.
Kind regards,
The Mweb Team
Please send us a private message using this platform.
Kind regards,
The Mweb Team
Mweb's reply19 May 2026, 15:46
Official
Hi Crystal,
Please send us a private message using this platform.
Kind regards,
The Mweb Team
Please send us a private message using this platform.
Kind regards,
The Mweb Team
Mweb's replyOfficial
19 May 2026, 16:23 Hi Crystal,
Thank you for your details.
We have arranged for our Retentions team to make contact to assist you directly ASAP.
Kind regards,
The Mweb Team
Thank you for your details.
We have arranged for our Retentions team to make contact to assist you directly ASAP.
Kind regards,
The Mweb Team
Mweb's reply19 May 2026, 16:23
Official
Hi Crystal,
Thank you for your details.
We have arranged for our Retentions team to make contact to assist you directly ASAP.
Kind regards,
The Mweb Team
Thank you for your details.
We have arranged for our Retentions team to make contact to assist you directly ASAP.
Kind regards,
The Mweb Team
CVDM
Crystal Van Der Merwe's updateReviewer Update
21 May 2026, 14:56acknowledge the unpleasant experience I have had. The complete lack of urgency, communication, and disregard shown towards me as a customer is extremely disappointing and unacceptable.To make matters worse, I logged into my Mweb account only to discover — unsurprisingly — that my bill still remains exactly the same. Despite all the discussions and promises made, absolutely nothing appears to have been actioned.At this point, I am beyond frustrated with the poor service and lack of accountability shown by Mweb. To date no one has contacted me !!! At this point I would not recommend anyone to use Mweb I am at the verge of cancelling and getting a new service provider because this has been purely unpleasant
CVDM
Crystal Van Der Merwe's update21 May 2026, 14:56
Reviewer Update
acknowledge the unpleasant experience I have had. The complete lack of urgency, communication, and disregard shown towards me as a customer is extremely disappointing and unacceptable.To make matters worse, I logged into my Mweb account only to discover — unsurprisingly — that my bill still remains exactly the same. Despite all the discussions and promises made, absolutely nothing appears to have been actioned.At this point, I am beyond frustrated with the poor service and lack of accountability shown by Mweb. To date no one has contacted me !!! At this point I would not recommend anyone to use Mweb I am at the verge of cancelling and getting a new service provider because this has been purely unpleasant
Mweb's replyOfficial
21 May 2026, 15:03 Hi Crystal, We're truly sorry for the experience you’ve had and understand how frustrating it is to feel unheard, especially when commitments made have not been followed through, and no one has reached out as expected.The lack of urgency, communication, and visible progress on your account is not the standard we aim to deliver, and we sincerely apologise for the inconvenience and disappointment this has caused.Please note that we have now logged an urgent follow-up with our Retentions team. They will be reaching out to you directly as a priority to review your concerns, address the billing matter, and work towards a resolution as quickly as possible.We appreciate your patience and the opportunity to make this right.
Kind regards,
The Mweb Team
Kind regards,
The Mweb Team
Mweb's reply21 May 2026, 15:03
Official
Hi Crystal, We're truly sorry for the experience you’ve had and understand how frustrating it is to feel unheard, especially when commitments made have not been followed through, and no one has reached out as expected.The lack of urgency, communication, and visible progress on your account is not the standard we aim to deliver, and we sincerely apologise for the inconvenience and disappointment this has caused.Please note that we have now logged an urgent follow-up with our Retentions team. They will be reaching out to you directly as a priority to review your concerns, address the billing matter, and work towards a resolution as quickly as possible.We appreciate your patience and the opportunity to make this right.
Kind regards,
The Mweb Team
Kind regards,
The Mweb Team
CVDM
Crystal Van Der Merwe's updateReviewer Update
27 Aug 2026, 10:51Yet again i back here after another back and forth hassle!!! The same kind of pathetic customer service!! I cancelled my fibre , and ordered an LTE router with sim card deal , I was told they tried calling me BUT no one called me I went as far as checking my call log incase I missed calls BUT no call ever came through… I then use the live chat for agent to assist yet again no one assisted me successfully… I then call their customer care number I speak with Ashwin , while I explain to him he then in the middle of my explanation transfers me to another division, I then hold on for 10 minutes and still no assistant, after holding on the call was dropped in my ear !!!!!!!!
CVDM
Crystal Van Der Merwe's update27 Aug 2026, 10:51
Reviewer Update
Yet again i back here after another back and forth hassle!!! The same kind of pathetic customer service!! I cancelled my fibre , and ordered an LTE router with sim card deal , I was told they tried calling me BUT no one called me I went as far as checking my call log incase I missed calls BUT no call ever came through… I then use the live chat for agent to assist yet again no one assisted me successfully… I then call their customer care number I speak with Ashwin , while I explain to him he then in the middle of my explanation transfers me to another division, I then hold on for 10 minutes and still no assistant, after holding on the call was dropped in my ear !!!!!!!!
Mweb's replyOfficial
27 Aug 2026, 13:45Hi Crystal,
We understand how frustrating this experience has been, especially after making multiple attempts to get assistance and feeling as though your concerns were not being addressed. Being transferred between departments, experiencing dropped calls, and not receiving the expected follow-up is certainly not the level of service we aim to provide.We`ve requested our Retentions Team to reach out to you again regarding your fibre cancellation request.With regard to the LTE order, we can see that a debit order attempt was made but was returned unpaid. As a result, the order has not been able to progress further. We recommend making payment on the order and notifying us once this has been done so that we can ensure there are no further delays in processing the LTE service.
Should you require any further assistance, please feel free to send us a direct message and we will gladly help.
Kind regards,
Mweb Team
We understand how frustrating this experience has been, especially after making multiple attempts to get assistance and feeling as though your concerns were not being addressed. Being transferred between departments, experiencing dropped calls, and not receiving the expected follow-up is certainly not the level of service we aim to provide.We`ve requested our Retentions Team to reach out to you again regarding your fibre cancellation request.With regard to the LTE order, we can see that a debit order attempt was made but was returned unpaid. As a result, the order has not been able to progress further. We recommend making payment on the order and notifying us once this has been done so that we can ensure there are no further delays in processing the LTE service.
Should you require any further assistance, please feel free to send us a direct message and we will gladly help.
Kind regards,
Mweb Team
Mweb's reply27 Aug 2026, 13:45
Official
Hi Crystal,
We understand how frustrating this experience has been, especially after making multiple attempts to get assistance and feeling as though your concerns were not being addressed. Being transferred between departments, experiencing dropped calls, and not receiving the expected follow-up is certainly not the level of service we aim to provide.We`ve requested our Retentions Team to reach out to you again regarding your fibre cancellation request.With regard to the LTE order, we can see that a debit order attempt was made but was returned unpaid. As a result, the order has not been able to progress further. We recommend making payment on the order and notifying us once this has been done so that we can ensure there are no further delays in processing the LTE service.
Should you require any further assistance, please feel free to send us a direct message and we will gladly help.
Kind regards,
Mweb Team
We understand how frustrating this experience has been, especially after making multiple attempts to get assistance and feeling as though your concerns were not being addressed. Being transferred between departments, experiencing dropped calls, and not receiving the expected follow-up is certainly not the level of service we aim to provide.We`ve requested our Retentions Team to reach out to you again regarding your fibre cancellation request.With regard to the LTE order, we can see that a debit order attempt was made but was returned unpaid. As a result, the order has not been able to progress further. We recommend making payment on the order and notifying us once this has been done so that we can ensure there are no further delays in processing the LTE service.
Should you require any further assistance, please feel free to send us a direct message and we will gladly help.
Kind regards,
Mweb Team