Promises full of emptiness

This review is not to get a reaction or reply from Mweb, it is to warn customers about promises made to them.

I had an ADSL line for almost a year and after months of promises that it will be fixed, Mweb blaming Telkom and Telkom blaming Mweb, I gave up and was ready to cancel my contract with Mweb to get LTE elsewhere. The guy in the retentions department at Mweb convinced me that I should stay and get LTE from Mweb and that he will do me a favor by throwing in a free router (which was free to all within the next few days).

A day or two before the delivery date (you have to wait up to 10 days), I have heard nothing from the delivery company and I phoned Mweb. I was informed that there was no record of the upgrade and they would have to start the order and delivery process from the beginning. With this last call, I was promised a free month on the new LTE contract to make up for all this frustration. As with the free router, this was also available to all a few weeks later.

The upgrade was done by the end of October and when the debit order went off for October, I did not think that anything was wrong, because I still had to pay for the ADSL that I had for most of October and the pro-rata bit of LTE. But, sadly the same happened in November and when I called today to find out what's going on I was informed that there is no record of this promise on the system. Needless to say, I'm not a happy camper. Luckily this is only a 12-month contract, and it's things like this that will make my choice so much easier when comparing other deals 12 months from now.

As I said in the first paragraph, I'm not writing this to get anything from it, as I was already told that there is nothing that can be done and that I will only get feedback in next week. I'm writing this as word of advice to customers doing upgrades or new customers - this is a company who needs repeated follow-ups from customers' side, as it is clear that we cannot leave it to them to process our orders and their own promises on their own.