RvdM
Rachelle van der Merwe
1 reviews | Active since Oct 2020
16 Mar 2026, 10:11
Requested to cancel MWEB subsciption, but not receiving cancellation confirmation email
Last week Wednesday MWEB cut us off because we owed them the R200 increase in monthly fees that they never communicated to us. After holding for more than 5 hours (cut off multiple twice when my mobile credit ran out), I told Warda from Billing on Thursday that I want to cancel my subscription. She gave me reference number MWB***4 and said Cancellations will email me the confirmation of cancellation. It is now Monday and I still have not received the Cancellation confirmation. I also asked the chatbot on the website to send me cancellation email, but the agent left the conversation without answering. I see that other customers have complained on Hellopeter that they struggle to get their subscriptions cancelled with MWEB. I therefore want the cancellation email asap because I already have another provider lines up. Since Hellopeter is the only place when MWEB answers, I am asking you here. Please send me the email confirming the cancellation of my service.
Helpful (0)
Replies (5)0
Replies (5)
Mweb's replyOfficial
16 Mar 2026, 10:33Hello Rachelle. We truly understand how frustrating this experience has been, especially with the long wait and uncer*****y around your cancellation. Please know that your concerns are being prioritised.
Our Retentions team has been alerted and will review your profile carefully, reaching out to you directly to provide confirmation and guide you through the next steps as quickly as possible.
Kind regards,
The Mweb Team
Our Retentions team has been alerted and will review your profile carefully, reaching out to you directly to provide confirmation and guide you through the next steps as quickly as possible.
Kind regards,
The Mweb Team
Mweb's reply16 Mar 2026, 10:33
Official
Hello Rachelle. We truly understand how frustrating this experience has been, especially with the long wait and uncer*****y around your cancellation. Please know that your concerns are being prioritised.
Our Retentions team has been alerted and will review your profile carefully, reaching out to you directly to provide confirmation and guide you through the next steps as quickly as possible.
Kind regards,
The Mweb Team
Our Retentions team has been alerted and will review your profile carefully, reaching out to you directly to provide confirmation and guide you through the next steps as quickly as possible.
Kind regards,
The Mweb Team
RvdM
Rachelle van der Merwe's updateReviewer Update
28 Apr 2026, 17:00 Good afternoon, we are supposed to join RSAWeb in 3 days' time, but it is on hold because we still have not received the cancellation confirmation email from you. I requested the cancellation 6 weeks ago and have rung 5 times to request the cancellation email. Five times you have promised to email the cancellation confirmation, but we still have not received it. This morning agent Lee promised her manager will send it within an hour, but nothing was sent. The reference number is mwb**********4.
Please note the cancellation is for the broadband. As requested 6 weeks ago and 5 times in between, we want to keep the email until we can change our address everywhere.
I am currently on hold waiting for Cancellations team - again. Can you please email the confirmation of cancellation immediately.
Please note the cancellation is for the broadband. As requested 6 weeks ago and 5 times in between, we want to keep the email until we can change our address everywhere.
I am currently on hold waiting for Cancellations team - again. Can you please email the confirmation of cancellation immediately.
RvdM
Rachelle van der Merwe's update28 Apr 2026, 17:00
Reviewer Update
Good afternoon, we are supposed to join RSAWeb in 3 days' time, but it is on hold because we still have not received the cancellation confirmation email from you. I requested the cancellation 6 weeks ago and have rung 5 times to request the cancellation email. Five times you have promised to email the cancellation confirmation, but we still have not received it. This morning agent Lee promised her manager will send it within an hour, but nothing was sent. The reference number is mwb**********4.
Please note the cancellation is for the broadband. As requested 6 weeks ago and 5 times in between, we want to keep the email until we can change our address everywhere.
I am currently on hold waiting for Cancellations team - again. Can you please email the confirmation of cancellation immediately.
Please note the cancellation is for the broadband. As requested 6 weeks ago and 5 times in between, we want to keep the email until we can change our address everywhere.
I am currently on hold waiting for Cancellations team - again. Can you please email the confirmation of cancellation immediately.
RvdM
Rachelle van der Merwe's updateReviewer Update
28 Apr 2026, 17:01 The reference number is mwb***4
RvdM
Rachelle van der Merwe's update28 Apr 2026, 17:01
Reviewer Update
The reference number is mwb***4
RvdM
Rachelle van der Merwe's updateReviewer Update
28 Apr 2026, 17:09I've been first in line for 30 minutes - giving up ... please email the promised confirmation of cancellation.
RvdM
Rachelle van der Merwe's update28 Apr 2026, 17:09
Reviewer Update
I've been first in line for 30 minutes - giving up ... please email the promised confirmation of cancellation.
Mweb's replyOfficial
29 Apr 2026, 09:24Hi Rachelle, thank you for letting us know, we can see how frustrating it is to wait that long without getting through, especially when you just need confirmation of your cancellation. We also note that you’ve already spoken with the retentions team and were assisted, so the cancellation process has been captured on our side. The confirmation should be sent through as part of that interaction. If there’s anything else you need in the meantime, we’re here to help. Kind regards,
The Mweb Team
The Mweb Team
Mweb's reply29 Apr 2026, 09:24
Official
Hi Rachelle, thank you for letting us know, we can see how frustrating it is to wait that long without getting through, especially when you just need confirmation of your cancellation. We also note that you’ve already spoken with the retentions team and were assisted, so the cancellation process has been captured on our side. The confirmation should be sent through as part of that interaction. If there’s anything else you need in the meantime, we’re here to help. Kind regards,
The Mweb Team
The Mweb Team