Refuse to refund after incorrect billing for ADSL (after Fibre refund).

<p>I have been communicating with the Sales Complaints department. Ref: ********** 5.</p> <p>Very annoyed at being told that MWeb will not refund me for their incorrect billing (over the last few months) for ADSL services after my upgrade to Fibre.</p> <p> </p> <p>I have been told that MWeb needed me to explicitly call them to disconnect ADSL.</p> <p>It was an UPGRADE! ... and MWeb knew exaclty when to START billing me for Fibre... but they did not know when to stop billing me for ADSL?!</p> <p> </p> <p>I am sure that I remember the conversation with the agent during my upgrade from ADSL to Fibre.</p> <p>The agent told me that he will not enter a cancellation of ADSL into the system now because there is a chance of ADSL being disconnected before Fibre is active.</p> <p>His main emphasis was on my CONNECTIVITY and not wanting to disrupt it by mistake.</p> <p>He did not mention anything about BILLING or double-billing.</p> <p><br />I am sure MWeb will be able to confirm the conversation since they have reviewed the calls.</p> <p>At no point was I informed that MWeb will keep billing me for both services to the same line/home if I do not phone to cancel my ADSL.</p> <p> </p> <p>MWeb is more than welcome to forward me the audio from the call, if I am not correct.<br />Considering that my service was not interrupted, I did not see the need to phone.</p> <p><br />I made a call to MWeb a few days after my Fibre was installed to check/confirm line speeds.</p> <p>Are you telling me that, even after someone helped me with my Fibre line speeds, that MWeb was still not aware of my Fibre installation?</p> <p> </p> <p>How about the accounting department?</p> <p>Were they also not aware of my Fibre upgrade when they included billing for Fibre on my account?</p> <p> </p> <p>I am NOT responsible for MWeb's department communication failures.</p> <p>MWeb cannot make its customer responsible for its own "manual processes".</p> <p> </p> <p>Also...</p> <p>I have just received an email congratulating me on my Fibre upgrade from 8mbps to 10mbps.</p> <p>That's quite useless since we requested an upgrade to TWENTY mbps, not TEN.</p> <p>Please can someone fix that.</p> <p>Or... Let me know which departments I need to call individually/separately.</p> <p>It seems there has been another communication failure within MWeb.</p> <p> </p> <p>Regards,</p> <p>Joanna Berry</p> <p>MWeb Ref: ********** 5</p>