Poor service

Subject: Formal Complaint Regarding Double Billing and Poor Service Dear Mweb Customer Service, I am writing to formally lodge a complaint regarding the recent change in my internet service from Vuma Reach to OpenServe, which took place in July 2024. Upon receiving an email from Mweb, I was informed that Vuma Reach requires a 30-day notice period for cancellation, resulting in a termination date of July 31st, 2024, since the month is paid for. However, I have also been billed by OpenServe for the same month. This effectively means I am being charged for two services concurrently, which is both unreasonable and financially burdensome.

My concerns are as follows:

1. Lack of Customer Interest: The Mweb sales representative did not act in my best interest by failing to clearly communicate the 30-day notice requirement for Vuma Reach. This has resulted in an overlap and double billing, which I find unacceptable. 2. Hidden Cancellation Policy: The cancellation policy within Mweb appears to be obscure, leading to confusion and unnecessary penalties for customers. As a customer, I should not be penalized due to a lack of transparency in Mweb's internal processes. 3. Penalty for Cancellation: I have been informed that I will face a penalty of R2800 should I wish to cancel the OpenServe line. This penalty is unjust, given the circumstances and the lack of clear communication from Mweb's side. In light of these issues, I request the following actions: 1. Immediate Review and Adjustment: Review my account and adjust the billing to ensure that I am not charged for both Vuma Reach and OpenServe for the month of July 2024. I should only be responsible for the service I am actively using. 2. Waiver of Penalty: Waive the R2800 penalty for cancelling the OpenServe line due to the miscommunication and inadequate service provided by Mweb. 3. Improved Communication: Implement better communication strategies to ensure customers are fully informed about cancellation policies and any potential overlaps in billing. I trust that Mweb values its customers and will address this issue promptly. I look forward to a swift resolution and a positive response. Thank you for your attention to this matter. Sincerely, Cell: *** Account number: ***7