Pathetic company with poor service

I am utterly disgusted with the service I have received from Mweb Internet Services.

I paid for the service at the end of September and was assured it would be connected within 5 working days, with prorated billing from the connection date. An engineer did come out around October 3rd, but the router he installed didn’t pick up any network. Despite numerous calls and messages to their web services, I faced pathetic response times, often getting kicked out of chats or receiving no response at all. After days of trying, I finally managed to get someone to log a ticket. The next day, an advisor called to check if I was happy with the service, and I informed them that it wasn’t even connected yet. Shockingly, there was no ticket logged despite confirmation on their web services.

Finally, around October 17th, my service was connected. However, at the end of the month, I was billed R350, with only a R50 discount, despite not having service for almost three weeks! I queried this on November 1st and was told a ticket would be logged to confirm the connection date and adjust the bill if necessary.

On November 4th, my service was disconnected, even though the investigation was incomplete. I contacted Mweb again and was told I had to pay the current charge while they investigated, with any credit to be app**** later. I made a manual payment to the bank account listed on their website and bill on the night of the 4th. Despite this, my service remained disconnected. Over the next several days, I faced more disconnections and unanswered calls, being transferred from billing to support to technical support and then sales. Finally, I reached someone in accounts, only to be told I wouldn’t get a credit because the issue was with their third-party partner, and they weren’t responsible.

I was informed that the account I paid into, despite being listed on their bill, was a third-party account. I had to provide proof of payment, banking details, and ID for a refund, which would take another 3-5 working days. Desperate, as I work from home and my livelihood depends on it, I paid another R350 on November 8th to get my service reconnected.

I am still waiting for my refund. I am completely disgusted with Mweb’s lack of SLA, communication, and accountability. As a consumer, I feel penalized for their mistakes. I recommend this service to no one and will be canceling it as soon as I find a better option. Any good recommendations around the Phoenix Durban area would be highly appreciated!