Still No Response From MWEB Retentions As Promised by MWEB
2 Weeks Later & MWEB Retentions Department Has Still Not Responded
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Replies (3)
Mweb's replyOfficial
18 May 2026, 08:48Hello Sharon. We understand how concerning it is not to receive feedback after this amount of time, especially when your request is still pending.We have reached out to our cancellation team to prioritise your case, and they will be in touch to address your concerns and assist you directly as soon as possible. We are committed to ensuring this is handled with the attention it deserves.v
Kind regards,
The Mweb Team
Kind regards,
The Mweb Team
Mweb's reply18 May 2026, 08:48
Official
Hello Sharon. We understand how concerning it is not to receive feedback after this amount of time, especially when your request is still pending.We have reached out to our cancellation team to prioritise your case, and they will be in touch to address your concerns and assist you directly as soon as possible. We are committed to ensuring this is handled with the attention it deserves.v
Kind regards,
The Mweb Team
Kind regards,
The Mweb Team
's updateReviewer Update
18 May 2026, 13:14Dear MWEB. I just got a text saying that you tried contacting me for a cancellation because you require verification. But according to the text, I didn't answer and I must call back. Here's the problem:
1) My complaint was around the RETENTIONS DEPARTMENT's lack of response and non-assistance regarding my query of over 2 months now - after many calls. I NEVER SAID I WANTED CANCELLATION. PLEASE RE-READ MY MESSAGE!
2) I didn't actually get a call. I checked my phone.
3) When I called back, I got passed from pillar to post. No one ever calls back from Retentions. PLEASE MAY SOMEONE CALL ME BACK? ALL I NEED URGENTLY IS FOR MY ROUTER TO BE UPGRADED. I am having serious problems with the current one, which is old.
4) It's costing me a great amount of money calling MWEB - no one seems to be able to help me and I am now really frustrated.
1) My complaint was around the RETENTIONS DEPARTMENT's lack of response and non-assistance regarding my query of over 2 months now - after many calls. I NEVER SAID I WANTED CANCELLATION. PLEASE RE-READ MY MESSAGE!
2) I didn't actually get a call. I checked my phone.
3) When I called back, I got passed from pillar to post. No one ever calls back from Retentions. PLEASE MAY SOMEONE CALL ME BACK? ALL I NEED URGENTLY IS FOR MY ROUTER TO BE UPGRADED. I am having serious problems with the current one, which is old.
4) It's costing me a great amount of money calling MWEB - no one seems to be able to help me and I am now really frustrated.
's update18 May 2026, 13:14
Reviewer Update
Dear MWEB. I just got a text saying that you tried contacting me for a cancellation because you require verification. But according to the text, I didn't answer and I must call back. Here's the problem:
1) My complaint was around the RETENTIONS DEPARTMENT's lack of response and non-assistance regarding my query of over 2 months now - after many calls. I NEVER SAID I WANTED CANCELLATION. PLEASE RE-READ MY MESSAGE!
2) I didn't actually get a call. I checked my phone.
3) When I called back, I got passed from pillar to post. No one ever calls back from Retentions. PLEASE MAY SOMEONE CALL ME BACK? ALL I NEED URGENTLY IS FOR MY ROUTER TO BE UPGRADED. I am having serious problems with the current one, which is old.
4) It's costing me a great amount of money calling MWEB - no one seems to be able to help me and I am now really frustrated.
1) My complaint was around the RETENTIONS DEPARTMENT's lack of response and non-assistance regarding my query of over 2 months now - after many calls. I NEVER SAID I WANTED CANCELLATION. PLEASE RE-READ MY MESSAGE!
2) I didn't actually get a call. I checked my phone.
3) When I called back, I got passed from pillar to post. No one ever calls back from Retentions. PLEASE MAY SOMEONE CALL ME BACK? ALL I NEED URGENTLY IS FOR MY ROUTER TO BE UPGRADED. I am having serious problems with the current one, which is old.
4) It's costing me a great amount of money calling MWEB - no one seems to be able to help me and I am now really frustrated.
Mweb's replyOfficial
18 May 2026, 13:21Hi Sharon, Thank you for your message, and we understand your frustration, particularly after trying for an extended period to get assistance with your router upgrade request and then receiving communication relating to cancellation instead. We acknowledge your clarification that your original query was not a cancellation request, but rather a concern regarding the lack of response and assistance received from the Retentions Department over the past two months. We can confirm that this matter has now been logged with our Retentions team for review and follow-up regarding the router upgrade query and the communication concerns you’ve raised. We also note your feedback regarding the missed callback, repeated transfers, and the cost and inconvenience caused by having to continuously follow up. The team will need to review the current router status on the account, as well as the available upgrade options linked to your service, before advising further. Kind regards,
The Mweb Team
The Mweb Team
Mweb's reply18 May 2026, 13:21
Official
Hi Sharon, Thank you for your message, and we understand your frustration, particularly after trying for an extended period to get assistance with your router upgrade request and then receiving communication relating to cancellation instead. We acknowledge your clarification that your original query was not a cancellation request, but rather a concern regarding the lack of response and assistance received from the Retentions Department over the past two months. We can confirm that this matter has now been logged with our Retentions team for review and follow-up regarding the router upgrade query and the communication concerns you’ve raised. We also note your feedback regarding the missed callback, repeated transfers, and the cost and inconvenience caused by having to continuously follow up. The team will need to review the current router status on the account, as well as the available upgrade options linked to your service, before advising further. Kind regards,
The Mweb Team
The Mweb Team