Still No Refund From Mweb

I ordered a fibre installation through Mweb (Vumatel network) in September. When I noticed that the address was incorrect, I contacted Mweb immediately. The agent insisted there was no issue, but on installation day, the technician called to say the address was indeed wrong. This delayed the entire process and a new order had to be created, which meant I had to make a second payment.

Since I paid twice, there should have been a credit on my account. However, instead of applying the credit to my next bill, Mweb attempted to debit my account again. When I queried this, I was told that the first payment was being processed as a refund and would take up to 15 business days.

I accepted that and paid again using their bank details, only to be told later that I had used the wrong method and should have used a payment link, which I never received. I then had to request the link and pay again, meaning I am now owed two refunds.

It is now 21 October, well past the 15 business days, and I still have not received a single refund. Every time I follow up, I’m told it’s being escalated and to wait again. This is unacceptable.

I had to pay multiple times just to have working internet for my job, and Mweb’s lack of communication and accountability is extremely frustrating. If I didn’t keep following up, I doubt I would ever see my money back.

All I want is for my refunds to be processed immediately and for Mweb to improve their customer communication when dealing with billing and refund issues.