Pathetic Treatment of a Loyal Customer

Subject: Urgent: Unauthorised Debit Order Despite Cancellation – Immediate Resolution Required

Dear Mweb

I am writing to formally escalate an ongoing and deeply frustrating issue regarding unauthorized debit orders from my bank account, despite my confirmed cancellation with MWEB at the end of January.

Last month, I spent approximately R300 on airtime and over 5–6 hours on calls with your support team, repeatedly following up on my refund. After much effort, I was refunded approximately nine days after my initial query. I was also explicitly assured by a Billing Manager that my payment details had been removed from your system, and that no further deductions would occur.

However, today, for the second consecutive month, my account has been debited again. This is completely unacceptable. Not only has MWEB failed to honor my cancellation request, but I am once again forced to go through this exhausting and unnecessary process of securing a refund.

To make matters worse, I work night shifts, which means I must sacrifice my much-needed rest to contact MWEB during business hours. This ongoing stress has severely impacted my well-being, my family, and my daily life. My anxiety is through the roof, and this level of service is simply unacceptable for a company of MWEB’s stature.

I demand the following immediate actions:

1. A full and immediate refund of the unauthorized debit.

2. Written confirmation that my payment details have been permanently removed from your system.

3. An explanation as to why my cancellation request has been ignored.

4. Compensation for the time, effort, and financial loss I have suffered due to MWEB’s repeated negligence.

I expect a prompt response and resolution to this matter. Failure to act swiftly will leave me with no choice but to escalate this further with the relevant regulatory authorities, including the Banking Ombudsman and the National Consumer Commission.

I trust that you will take my concerns seriously and ensure that this issue is permanently resolved.

Sincerely, Craig Abroue *** MWEB Account number ***2