NS
Nicole S
1 reviews | Active since Oct 2024
22 May 2026, 13:52
Slow, useless, don't use
When you add your details for a new order, suddenly you get 20 calls a day. Very quick to get the order in… but after that? Nothing.
You call and call and call. You wait until you’re first in line, then the call gets cut. You call again, wait again, and get cut off again. The mobile app chat is no better, you wait forever, the app doesn’t notify you when someone finally responds, the session closes, and you have to start all over again.
They deducted payment from my account twice over 2 weeks ago. One representative says the refund/payment reversal has been approved, the next says it hasn’t. Meanwhile, all I get are SMSs saying my line is “on hold.”
Getting through to sales? Easy. Trying to cancel your order? Apparently impossible.
Slow. Or maybe just useless.
Helpful (0)
Replies (5)0
Replies (5)
Mweb's replyOfficial
22 May 2026, 13:58Hi Nicole, Thank you for sharing your feedback. We understand your dissatisfaction regarding the experience you had after placing your order, particularly around communication, support availability, and the confusion relating to the payment deductions and refund process. We can confirm that you have since been in contact with our support team and that the order has been cancelled as requested. Your feedback regarding the call experience, app chat functionality, and inconsistent communication around the refund process has been noted, as we understand how this contributed to an overall poor experience during the cancellation process. We appreciate you taking the time to share your experience with us. Kind regards,
The Mweb Team
The Mweb Team
Best regards,
Mweb's reply22 May 2026, 13:58
Official
Hi Nicole, Thank you for sharing your feedback. We understand your dissatisfaction regarding the experience you had after placing your order, particularly around communication, support availability, and the confusion relating to the payment deductions and refund process. We can confirm that you have since been in contact with our support team and that the order has been cancelled as requested. Your feedback regarding the call experience, app chat functionality, and inconsistent communication around the refund process has been noted, as we understand how this contributed to an overall poor experience during the cancellation process. We appreciate you taking the time to share your experience with us. Kind regards,
The Mweb Team
The Mweb Team
Best regards,
NS
Nicole S's updateReviewer Update
22 May 2026, 14:18No confusion, just bad service until you leave a review.
I don't see any cancellations on my side so please forward the proof of cancellation and proof of repayment of both payments to my email linked to my account.
Please put the refund as URGENT. As you mentioned my "confusion" of this process. 2+ weeks is not confusion. It's bad service! And dishonesty.
I don't see any cancellations on my side so please forward the proof of cancellation and proof of repayment of both payments to my email linked to my account.
Please put the refund as URGENT. As you mentioned my "confusion" of this process. 2+ weeks is not confusion. It's bad service! And dishonesty.
NS
Nicole S's update22 May 2026, 14:18
Reviewer Update
No confusion, just bad service until you leave a review.
I don't see any cancellations on my side so please forward the proof of cancellation and proof of repayment of both payments to my email linked to my account.
Please put the refund as URGENT. As you mentioned my "confusion" of this process. 2+ weeks is not confusion. It's bad service! And dishonesty.
I don't see any cancellations on my side so please forward the proof of cancellation and proof of repayment of both payments to my email linked to my account.
Please put the refund as URGENT. As you mentioned my "confusion" of this process. 2+ weeks is not confusion. It's bad service! And dishonesty.
Mweb's replyOfficial
22 May 2026, 14:45Hi Nicole,
Thank you for your message. We understand your concerns regarding the cancellation and refund process, especially given the time that has passed without the clarity you expected.Please send us your order details via private message so we can review the cancellation status and check the refund records linked to your account. This will allow us to verify the current progress and assist you further.Kind regards,
The Mweb Team
Thank you for your message. We understand your concerns regarding the cancellation and refund process, especially given the time that has passed without the clarity you expected.Please send us your order details via private message so we can review the cancellation status and check the refund records linked to your account. This will allow us to verify the current progress and assist you further.Kind regards,
The Mweb Team
Best regards,
Mweb's reply22 May 2026, 14:45
Official
Hi Nicole,
Thank you for your message. We understand your concerns regarding the cancellation and refund process, especially given the time that has passed without the clarity you expected.Please send us your order details via private message so we can review the cancellation status and check the refund records linked to your account. This will allow us to verify the current progress and assist you further.Kind regards,
The Mweb Team
Thank you for your message. We understand your concerns regarding the cancellation and refund process, especially given the time that has passed without the clarity you expected.Please send us your order details via private message so we can review the cancellation status and check the refund records linked to your account. This will allow us to verify the current progress and assist you further.Kind regards,
The Mweb Team
Best regards,
NS
Nicole S's updateReviewer Update
22 May 2026, 14:53In your first reply you mentioned you have confirmed and been in contact with your support team and that the order was cancelled, but now you ask for my order details?
Hmmm...
Order details:
Order Number: X***5
Product: Uncapped 100/100Mbps Fibre Line - MFN
My account number: ***9
Please get this order cancelled asap and also the refund processed asap. Don't come to me with another 2-14 days waiting period. And send proof of cancellation and refund to my email: ***
Hmmm...
Order details:
Order Number: X***5
Product: Uncapped 100/100Mbps Fibre Line - MFN
My account number: ***9
Please get this order cancelled asap and also the refund processed asap. Don't come to me with another 2-14 days waiting period. And send proof of cancellation and refund to my email: ***
NS
Nicole S's update22 May 2026, 14:53
Reviewer Update
In your first reply you mentioned you have confirmed and been in contact with your support team and that the order was cancelled, but now you ask for my order details?
Hmmm...
Order details:
Order Number: X***5
Product: Uncapped 100/100Mbps Fibre Line - MFN
My account number: ***9
Please get this order cancelled asap and also the refund processed asap. Don't come to me with another 2-14 days waiting period. And send proof of cancellation and refund to my email: ***
Hmmm...
Order details:
Order Number: X***5
Product: Uncapped 100/100Mbps Fibre Line - MFN
My account number: ***9
Please get this order cancelled asap and also the refund processed asap. Don't come to me with another 2-14 days waiting period. And send proof of cancellation and refund to my email: ***
Mweb's replyOfficial
22 May 2026, 15:34Hello Nicole
We have logged a request to the Metrofibre activations teams to take action as per your instructions and email you with an update on the order and refund status ASAP.
Kind regards,
The Mweb Team
We have logged a request to the Metrofibre activations teams to take action as per your instructions and email you with an update on the order and refund status ASAP.
Kind regards,
The Mweb Team
Best regards,
Mweb's reply22 May 2026, 15:34
Official
Hello Nicole
We have logged a request to the Metrofibre activations teams to take action as per your instructions and email you with an update on the order and refund status ASAP.
Kind regards,
The Mweb Team
We have logged a request to the Metrofibre activations teams to take action as per your instructions and email you with an update on the order and refund status ASAP.
Kind regards,
The Mweb Team
Best regards,