Poor customer service and miss leading information

Good day

I am logging a complaint and a query

as an Mweb user for a number of years, I am feeling very unhappy with the customer service that I get from you call center agents.

Last year when I call Mweb to have my line moved, as I was moving temporarily in by my mother until I find the new premises that I will be staying in I, I was told that my mothers premisses do not support open serve which was the prover that I was using and that I would need to move over to Vumetal.

In the process of consulting with the Mweb call center agent on the phone, I advised the agent that I am moving into these premises temporarily and that I would be moving in a couple of months again.

The agent had advised me that I will be signing up with a new 12-month lease as I was moving over to Vumetal and away from OpenServer.

Which I was fine with, upon the agents statement I had asked the agent if can I move the line over to the new premises when I find the new premises and he advised me, yes I can, I had also asked whether there would be a penalty fee for moving the lone and the agent advised no there won't be.

.....

Now last week, when I phoned I initially wanted to cancel my line after consulting with one of your sales consultants she advised me that I would pay a penalty for canceling my lien as my line has not finished the 12-month cycle, I then asked her if I move my line will penalty charge, which she responded no there won't be as I am still staying with Mweb and not canceling.

She then advised that I need to speak to the moving team to have the line moved. she then transferred me through to them which was unsuccessful as the line dropped after waiting altogether on the line almost 25min.

I then called in the next day and spoke to a guy named Eugene, ran through the discussion with him and he also advised that I will need to speak to the moving team to have the line moved, Eugene also stated that there will be no penalty fee charged for moving the line.

Eugene gave the number of the moving team and proceeded to transfer me through to the moving team, which was once again unsuccessful as the line dropped while waiting for the consultant to answer ( I was on the line over 20min)

The *** number that Eugene gave me also does not go through to an agent within the moving team.

I then called again on Monday or Tuesday (1314 January 2020) and one of the sales consultants again tried putting me through to the moving team which was finally successful.

I then spoke to a lady call Yoliswa and advised that I would like my line to be moved to my new upcoming premises which support vumetal.

Yoliswa then gave the news that I will be charged a penalty (claw back) of +-R2500.00 for wanting to move my line with the12 Month period which I was shocked to hear about as 3 of your agent had never mentioned this.

I advised her that this was never liaised to me over the phone when I did the initial move in October 2019, I was advised there will only be charged a cancelation penalty fee if I cancel my line, not if I move it. and the story was told by Eugene and the other agent I spoke to a week back.

If this was advised to me in October I would never have approved the new contract over the phone with the agent back then.

After analyzing this I called decided to call back and speak to a managed as this is the second time were MWEB agent is selling things that are not in line with the Mweb policies over the phone.

I then got through to a lady called Rafiqua and she advised that there is no manager available but she will log my complaint and investigate it and she will try to get the calls pulled up from the times that I spoke to the agents in October and earlier in January 2020.

After login my query she had given me a reference number (MWB***3) and advised me that she will call me back on Thursday morning with feedback about my complaintquery.

Thursday came no call I had then called Mwebagain for the 4th time this year and spoke to a lady called Jerelynn (@about 1300) and advised her that I am following up on a querycomplaint that I made with Rafique and that she was supposed to call me back on Thursday morning with feedback on the recording and with feedback from her manager about the issue.

Jerelynn said that Rafiqua is not at her desk and that she ask her to call me back urgently, I then requested to speak to a manager and Jerelynn advised that she will get Rafiqua to call my back on Thursday still and that I must not worry.

Wednesday (17.01.2020) came and still no call, I then decided to call in again, I got through to a lady called Rushaan and gave a break down once again about my issue and that I am still waiting on feedback which was promised for Thursday (16.01.2020) , She asked me to hold and went to follow up on my query.

After coming back from following up on my query she advises that she will get Rafiqua to call me back, I then asked again to speak to a manager and was told once again that the manager is unavailable.

She advises that She will definitely get Rafiqua to call me back and now I'm waiting again.

This type of service is unacceptable as I am a loyal customer who has never been in the arrears but yet im treat with very bad service.

After over 5 calls to your call center and , more than 2 hours on the phone, I still can't get my issue resolve or speak to a manager.

This wouldn't be so bad if this was the first time, but this is a reminder of last years issue I had with Mweb.

same bad communication same miss leading information from the sales agent over the phone. same issue where a manager is never available Same issue where I have to call in the whole time (wasting my airtime and time) just to get no were.

I would like a manager to call me back by no later than 1100 on the 18th January 2020

If I don't get a call back from a manager by that time and date

I will no longer pay my Mweb account and accept that you guys are fine with it as you failing to solve my query and my issue. I will no longer phone in and waist my air time. If you stop the service of my line as I failed to pay I will be fine with that as I would like to no longer be associated with a provider that does not care about there clients. If you carry on billing me for the line going forward from the 19th of January 2020. I will not pay for the line as I will be unplugging my line and not using it from 1159 on the 18th of January 2020. as I am presuming Mweb is fine with me no longer being a client of Mweb due to the result that they did not bother calling me back to resolve my query as per the above mention date (18th January 2020 @ 1100)

Kind regards

Jason de ridder (Primary number) ***