SIMSWAP/SIM REPLACEMENT

Mweb Team..

Your response is still not giving me a way forward, Yes you see the sim replacement is captured however what about the fact that I Rica'd 2 times already and was advised feedback within 24 hours for dispatch which will take 2-5 business days, It is week 2 of that now and over the business days. I am working from home and now having to travel to work due to no resolution till now is unacceptable yet I am charged and will be charged a crazy amount just for a sim replacement. I NEED THE SIMSWAP ASAP PLEASE!!!! For a big business I just fail to understand why can't my simple issue/query be done and the more no one is actioning or it being done the more delay it gets for the courier to deliver. CAN I PLEASE GET AN ABSOLUTE RESOLUTION in this!!

Mweb team,

At least you responding here, I've been calling your offices about 2 to 4 times a day and being sent north to wets! I can't seen to get hold of the technical team which was advise are the ones to provide straight answers and not so long ago I got off the line with a nice lady you attempted at least to assist me and she advised she sees I've Rica'd and submitted my documents however it has not been verified or approved to allow sim release BATHONG ba Modimo Mweb wee!!!! Do you understand I need this simcard for working from home and having to travel to the office is MESSED UP! It's my AIRTIME I AM CALLING YOU WITH THAT I MA BEING TRANSFERRED 10 TIMES BEFORE ANY UPDATE OR ANYTHING, IT'S MY PETROL TO BE TRAVELING TO THE OFFICE WHICH HONESTLY I AM NOT EVEN SUPPOSED TOO AND HAVING TO MAKE ARRANGEMENT FOR HOME while I am at the office. YOUR STANDARD OF SERVICE IS TRULY INCONVINIENCING ME YET I AM STILL CHARGED FOR ALL THESE DAYS AND THE REPLACEMENT SIMCARD AS WELL YET I CAN'T USE THE SERVICES. This times of economy every cent counts and for a big Company such as yours YOU ARE FAILING ME a mere simswap???????? REALLY?????

I HAVE NEVER IN MY LIFE EXPERIENCED SUCH POOR AND DISGUSTING SERVICE!!! IN MY ENTIRE LIFE!! TOOK OVER 2 WEEKS TO RECEIVE MY SIM REPLACEMENT FINE, I RECEIVED IT YESTERDAY AFTERNOON AND I CALLED MWEB TO ADVISE AND IF THERE IS ANYTHING THAT NEEDS TO BE DONE AND WAS ADVISED WHEN I GET HOME TO INSERT MY SIMCARD AND WILL AUTOMATICALLY WORK JUST FINE SURPISE ****** SURPRISE.. IT IS NOT CONNECTED IT SHOWS RED LIGHT. I HAVE BEEN ON CALLS AND CHATS TODAY SINCE 8AM TODAY STILL NOT SORTED YOUR USELESS AGENTS END CHATS WITHOUT ADVSING OR ANYTHING OR THEY WILL TOY WITH ME BY TRANSFERRING ME TO WEST THEN NORTH AND SOUTH. CAN I PLEASE HAVE MY SIM/WIFI WORKING IT'S URGENT I GOT AN EXAM EVEN WORSE COMING UP WEDNESDAY AND YOUR DELAY AND POOR SERVICE IS COSTING ME A LOOT. WHAT IS WRONG WITH YOU????? AND DON'T GIVE ME YOUR STANDARD RESPONSE I NEED MY WIFI WORKING ASAP

To Mweb Management,I explicitly told your team NOT to send me a standard, automated copy-paste script, yet you completely ignored me. This is exactly the type of disgusting service I am talking about.Let’s be crystal clear: Angibhenywa mina. You do not get to treat paying customers like a joke, sabotage their internet access, and then expect them to wait quietly in line.

• My router is still sitting on a solid red light.
• Your backend team has clearly failed to provision this SIM card.
• I am not playing games with your useless chat agents anymore.

I have an exam on Wednesday. Every hour you delay is actively ruining my preparation. If a senior network engineer does not manually activate my line within the next 60 minutes, I want my account canceled immediately, a full refund for this month, and I will be taking this straight to ICASA and The Consumer Goods and Services Ombud (CGSO).Fix my line now.

I am giving Mweb one final opportunity to resolve this internally before I take legal and regulatory action. I require a phone call from a senior manager or network operations supervisor by tomorrow to confirm my SIM has been provisioned on the network.If this is not done, I will immediately register a formal case with ICASA and upload a full transcript of today’s chats to every major consumer review platform in South Africa.

Mweb team!!

WHAT IS IT WITH YOUR TERRIBLE POOR SERVICE?? OR I SHOULD JUST CANCEL MY SERVICES WITH YOU?
YOU HAVE BEEN A PAIN HONESTLY, I AM EVEN STARTING TO HATE MWEB CAUSE YOU KEEP FAILING ME.
MY SIM REPLACEMENT IS STILL NOT ACTIVE/WORKING AND YESTERFAY I WAS PROMISED THAT IT WILL BE ACTIVE WORK WITHIN 24-48 HOURS
YOUR AGENT DOMINIQUE JUST TRANSFERRED ME TO SALES FOR ****EN MORE OPTIONS??? I DO NOT NEED MORE OPTIONS I NEED MY SIMSWAP WORKING ASAP!! YOU HAVE INCONVENIENCED ME WAY TO LONG
GOING TO ALMOST A MONTH FOR A MERE ****** SIM CARD AND PLEASE DO NOT **** ME OFF FURTHER WITH YOUR STANDARD RESPONSES.
YOULL BE HEARING FROM ICASA AND CGSO CAUSE YOUR POOR SERVICES AND DELAY HAVE COST ME SO MU H AS I AM WORKING FROM HIME AND BUSY WITH EXAMS TOO
I AM PAYING FOR THESE SERVICES YOU KEEP FAILING TO FIX!
TODAY YOUR AFENT FORWARDED ME A MESSAGE FOR TELKOM THAT THEY DO NOT HAVR ACCESS TO PROVISION A SWOP
NOW WHAT I WOULD LIKE TO UNDERSTAND IS WHETE THE HELL DO I ENTER? I AM IN AGREEMENT WITH MWEB NOT TELKOM
I AM PAYING SERVICES WITH MWEB!!!!

MWEB weee

Your chat agent tells me about stock is awaiting delivery where else I received my sim replacement/swap last week Wednesday or Thursday after waiting for over 2 weeks for delivery. Which one is which really???

I have been hearing the same thing over 4 weeks now, Can you advise what can be done in the meantime to connect as I need to be connected for work and school purposes? So I must wait yet again this week and probably an other week, going for over month without connection???? How am I supposed to work? How am I supposed to attend my class and write my exam??? You really do not get how unpleasant you have been to me and issue truly have failed me over and over and over again!

I need these to be resolved not later than Friday really It's been way to long and I am unable to function now well via work and school and the cost of driving to the office is now depleted.

MWEB

I AM STILL NOT CONNECTED!!!! I starting to feel like you taking me for a ride now cause there is no way it would take 2 weeks to activate a sim after it took 3 weeks to deliver!!
You really stressing me out for services I paid/paying for! And I need connecting to work and my studies.

Activate my services TODAY!? Really what is the hold up? issue cause you have made my weeks miserable and costly. You still are not getting me an alternative connection in the mean time. YOUR SERVICES IS TRULLY BAD

Mweb

I am still not connected!! I've honestly lost faith in Mweb and considering to cancel as this is ridiculous now and I was blocked on Twitter DM's

Please advise the process of cancelling.

Thank you.

It is completely ridiculous and unprofessional that a loyal customer of 7 to 8 years is sitting completely disconnected, only for your team to try and process a cancellation as an easy way out instead of doing your jobs. To make matters worse, blocking me on Twitter DMs for asking for help is ***ardly and hostile customer service.Stop trying to push me out. Fix the actual technical issue and restore my connection today. I expect my services to be fully online and working within 24 hours, and I will be demanding a full pro-rata credit for every single day I have been left offline without service.My complaint logged with ICASA remains active and will be updated with this continued failure to provide basic service. Fix the connection.

Mweb

Thank you for the confirmation that the unwanted cancellation request has been stopped and that this is finally being treated as an urgent activation failure still since 5 weeks ago lol ai However, an escalation is just words until my line is working. I am still completely offline I AM WORKING FROM HOME Goddeness dake! And got school to tacked too, and I have still not received an explanation or a formal apology for why your social media team blocked a paying customer on Twitter DMs.I expect a direct update from the technical/activation manager today with a specific time for when my line will be active. My 24-hour deadline stands, and the pro-rata credit calculation for my downtime must be app****.

IT'S WILD HOW I MENTIONED CONSIDERING TO CANCEL AND YOU CALL ME ONLY TO HANG UP YET YOU NEVER CALLED ME ONCE OVER THE 5-6 WEEKS OF ME WRITING TO YOU OR CALLING AND BEING PUT ON HOLD FOR OVER 30 MINUTES TO BE TRANSFERED TO POST TO POST!!!!!!!

MWEB

Let me make this perfectly clear: I stated that I was considering to cancel and asked about the process because you are failing to do right by me. I did not submit an actual request to cancel. The fact that your team is so quick to jump straight to processing a cancellation to even call me and hang up when I answer instead of resolving a simple technical issue shows a complete lack of care for customer retention.

Furthermore, blaming X's automated spam algorithms is a weak excuse for the fact that a paying customer was blocked while trying to get updates on a three-week-old technical failure. If your team cannot handle simple, urgent client inquiries without the channel breaking, that points to an internal failure in your customer management.Saying you are 'unable to provide an exact timeframe' is completely unacceptable at this stage AFTER 3 week of having challanges to deliver a simple simcard and now on week 3 for activation, receiving a sim that is not working!

I have already received a replacement SIM, meaning the physical setup is complete. This is entirely an administrative and activation delay on your backend with Telkom.

I expect a supervisor or the activation team leader to contact me directly with a definitive status update not later than Friday the 18th of September 2026.

I will not accept vague assurances while my billing remains active. As a reminder, my ICASA case remains wide open, and I am documenting this continued lack of a resolution window.