Pathetic service by individual

Been with this company since it was Worldonline. Always received relatively good service. The cell signaI at my home is relatively poor, so I use the mweb/Telkom ADSL service for ALL my online banking as well as security.

By Sunday, March 1 my internet had been off since morning of Feb 29. Called mweb at 18H09 and was told by the agent that Telkom informed them the fault was at Telkom's side. I specifically asked him why my ADSL led was active. He assured me again it was Telkom's fault and they would inform users by SMS once fixed.

I queried our town's Q & A Whatsapp group and was informed that the Telkom fault had been restored the previous day 29 Feb at 17H00. Being month end, I needed to do payments and my security was compromised for more than 36 hours by now.

Long sad story shortened... at approx 19H26 on March 1 I called and as a result of poor signal (have all the proof on SMS) I had to be verified by agent Zuhar. He alleged that details I provided was incorrect but would not allow me to repeat. I am Afrikaans speaking and could have slipped. He could have heard incorrectly... He refused to give further assistance and the call centre would have closed within the next 30 minutes. It became so frustrating that i eventually just put the phone down. After a few minutes I called again, again I was number 1 in line and as the previous call. I was connected with Zuhar almost immediately. When I asked who I was speaking with, he pretended not to hear me. Called once more, (desperate to be able to make on-line banking payments before month end) same story. Yet when I called my cell (that has poor signal) I could clearly hear.

Was wondering... quiet call centre, Sunday evening 30 minutes before knock off...

Come on mweb, if customer satisfaction is sincerely part of your business values... make a copy of my calls on March 1 at 18H09 and 3 calls to zuhar on March 1 at 19H26 available to me.

Had my internet sorted out with this morning by another helpful mweb agent. Relatively good service marred by two individuals caused me to not not to be able do do (critical to me) online banking and placed my security at risk.