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SJ
Sammy J

1 reviews | Active since Nov 2022

24 Apr 2026, 09:36

Refund

I am writing to escalate my complaint regarding the ongoing delay and completely inconsistent communication around my refund.

The refund was supposedly processed on the 15th, and as of today, I still have not received it. I have done everything required on my end, yet I am the one left waiting with no clear answers. What is most unacceptable is that every time I contact your agents, I receive a different story. This strongly suggests that agents are either not verifying the actual status of the refund or are providing misleading information just to close the conversation.

I was initially told the refund would take 3–5 working days, and now I am being told 5–7 working days. This constant change in timelines, without any proper explanation, is unprofessional and erodes any trust I have in your service.

I have been more than patient, but this situation has now gone beyond reasonable delays. I expect a clear, accurate update on whether the refund has actually been processed, what the exact hold-up is, and when the funds will reflect in my account.

If this is not resolved urgently, I will have no choice but to escalate this matter further.

I expect a prompt and honest response.

0
Replies (4)
Mweb
Mweb's reply24 Apr 2026, 09:47
Official
Hi Sammy, we understand your frustration, especially with the delays, changing timelines, and inconsistent feedback you’ve received. That’s not the level of clarity or service you should expect from us, and we can see why this has become so frustrating. We can confirm that your refund has been logged and is currently pending final approval with our Finance Team. This is the final stage before the funds are released and processed into your account. We’re actively following this up to ensure it is finalised without further delay, and we’re also addressing the communication gaps you experienced so you receive clear and accurate updates going forward. As soon as Finance completes the approval, you’ll be updated immediately with confirmation of the refund release. Kind regards,
The Mweb Team 

Best regards,

SJ
Sammy J's update24 Apr 2026, 10:03
Reviewer Update
No feedback?

SJ
Sammy J's update24 Apr 2026, 10:07
Reviewer Update
 I’m concerned about the inconsistent updates I’ve been receiving regarding my refund.Initially, I was told the delay was due to the bank. After that, I was informed the refund had been approved and that the turnaround time would be 3–5 days after submitting the required documents. Now I’m being told the refund is still in the final stage awaiting finance approval, despite previously being told that finance had already approved it.This back-and-forth is frustrating because I’m getting different information each time, which makes it difficult to understand the actual status of my refund.If I had been informed from the beginning that the process could take up to a month, I would have understood and waited accordingly. I’m simply asking for clear, accurate communication.Please can you confirm the exact current status of my refund and provide a realistic timeline for when I should expect it to be completed?Thank you. 
Mweb
Mweb's reply24 Apr 2026, 10:10
Official
Hi Sammy, we understand your frustration, especially as you’re still waiting for a clear update after the previous timelines provided. That lack of clarity is not the experience we want you to have.Our team is currently working on this, and the refund is still with Finance for final approval before it can be released. We are actively following up to ensure this is processed as quickly as possible and not left pending longer than necessary.We will come back to you as soon as we receive confirmed feedback from Finance.Kind regards,
 The Mweb Team

Best regards,