Poor service quality

I am writing to formally raise a complaint regarding ongoing billing and service issues I have been experiencing with my Mweb account.

In August, my account was double debited, and despite my immediate inquiry on the matter, I received no satisfactory explanation or reversal. When I followed up on your chat platform regarding the September debit order, I was specifically informed that no debit would be processed for that month as the August double charge had already covered it.

To my surprise, the September debit order still went off, contrary to what I was told. This unexpected deduction caused my account to incur a transaction fee of R115, as I had not budgeted for another payment to Mweb based on the information provided by your support team.

In addition to these billing discrepancies, I have noticed that each month my debit order amount appears higher than the originally agreed-upon fee, with no clear explanation or communication from Mweb regarding these increases.

To make matters worse, the network quality has deteriorated significantly. I am unable to work seamlessly from home due to constant disconnections, buffering, and videos getting stuck. This has made remote work extremely frustrating and unreliable.

Given these ongoing issues — incorrect debits, unexplained fees, and poor service quality — I kindly request: 1. A full investigation into the August and September debit errors. 2. A clarification and correction of my monthly billing to reflect the original agreed amount. 3. An urgent review of the service quality in my area to ensure stable connectivity. 4. If the connection issues are due to MTN signal instability, I would like to be migrated to a more reliable network provider under the same plan.

I trust Mweb will treat this matter with the urgency and professionalism it deserves. Please acknowledge receipt of this complaint and advise on the next steps to resolve it.