Poor Service

Hello Peter I would like to lodge a formal complaint against MWeb regarding ongoing service and billing problems related to my fibre internet contract. I have had a WiFi fibre connection for several years. The fibre infrastructure provided through Octotel Fibre has been functioning well; however, my concern relates specifically to the service received from MWeb. My complaints are as follows: 1. Unilateral Change of Debit Order Date MWeb has been deducting payments from my account via debit order for years without any issues. However, they suddenly changed my debit order date without consulting or informing me beforehand. I attempted several times to contact MWeb via telephone and email to understand the reason for this change but received no response. When I eventually managed to reach a consultant, I was informed that only specific debit order dates were available and that alternative dates could not be accommodated. Due to this inconvenience, I was forced to cancel the debit order arrangement and instead began making manual payments every month on the 15th, which is my salary payment date. 2. Threatening Payment Notice Yesterday I received a threatening message stating that my account was unpaid and that my service would be terminated. This was distressing because I have consistently paid the same monthly amount. I again attempted to contact MWeb via telephone without success. When I contacted them through WhatsApp, I was informed that my account supposedly had an outstanding balance of R100. No clear explanation was provided regarding how this amount arose. The poor communication, unexplained billing adjustments, and threatening messages are causing unnecessary financial stress and disruption to my planning. I believe this conduct is unfair to customers who consistently honour their contractual obligations.