Pure incompetence, no sense of urgency. Absolutely poor sevice!

Pure incompetence, no sense of urgency. Absolutely poor sevice!

30 June 2025: I signed up for a month-to-month contract and was told a router would be delivered within 72 working hours since I already have the MetroFibre line installed at the house. I was also debited R250 in admin fees that same day.

4 July 2025: I received a message that my address may be incorrect. I immediately sent proof of address as requested.

7 July 2025: I followed up after no feedback, and received no feedback.

8 July 2025: I followed up again and was told the information was sent to MetroFibre.

10 July 2025: A MetroFibre agent contacted me and we discovered that the address they received from Mweb was incorrect, even though my profile on the Mweb portal has the correct details. I sent a screenshot directly from the portal to assist.

11 July 2025: I requested to cancel the contract as I was told there will be further delays because Mweb needs to correct the address on their side and resubmit the order to MetroFibre. The order was cancelled and I was told the refund will be processed within 3 working days.

24 July 2025: I received an email that the application for my order was submitted and is pendng. Please note that no application was submitted on my end.

25 July 2025: I received an email that m application was submitted and Mweb will keep in touch to arrange delivery. Again, I did not place any order. I accessed their Live Chat and requested that application be cancelled and my refund processed. I was told the refund will clear within 10 business days.

14 August 2025: I contacted the Live Chat to enquire about my refund and was told to send proof of payment and proof of bank account for my refund to be processed, which I did. I was told that refund will be processed within 3 business days.

2 September 2025 and I still have not gotten any refund and have been waiting to speak to one of their concultants via the Live Chat for 15 minutes now with no success.

This level of service is appalling, to say the least.

The sheer le