Struggling to cancel month-to-month Telkom account

I am extremely disappointed with the way Mweb has handled our cancellation request and continued billing.

The issue began in April when we first contacted Mweb through their online chat support to cancel our Telkom 2TB LTE month-to-month service due to poor and at times an unusable signal in our area.

During that first conversation, the consultant suggested that MTN LTE might provide better coverage. However, before we could continue discussing or agreeing to anything regarding MTN, the chat support session stopped responding. Despite this interruption, we had already clearly requested cancellation of the existing Telkom LTE service.

When the Telkom service was still not cancelled, we contacted Mweb again during May. At that point, we were informed that the cancellation had apparently not proceeded because of the incomplete MTN process. This made no sense to us, as no MTN agreement had been finalised, no RICA process had been completed, and we had already made it clear that we wanted the Telkom service cancelled regardless of whether we continued with MTN or not.

During this second attempt to resolve the issue, I spent approximately 14 hours over two days trying to get assistance through Mweb’s online chat support. Responses were extremely slow, and in many cases there were long periods with no communication at all. On several occasions I finally reached an agent, only to be transferred to the cancellations department where no further assistance ever arrived.

After being unable to resolve the matter through chat support, we sent a formal complaint email to Mweb’s complaints department and received reference number MWB***2 on 13 May. Despite receiving the reference number, nobody contacted us to resolve the matter. We then sent a further follow-up email, but again received no meaningful assistance.

Despite multiple cancellation requests through chat and email, Mweb has continued deducting money from the account. Even more concerning is that the latest deduction was significantly higher than the expected monthly fee of approximately R744, yet no proper explanation or billing breakdown has been provided.

At this point, it is becoming extremely difficult to understand how repeated cancellation requests, formal complaints, and unresolved billing issues can continue for this long without resolution.

The lack of communication, excessive support wait times, repeated transfers without assistance, and continued deductions after multiple cancellation requests have created the impression that customers are being trapped in a billing cycle without proper support or timely assistance.

I understand that administrative issues can happen, but after months of trying to resolve this through the proper channels, confidence in the process has been severely damaged.

At this stage, we have repeatedly requested:

* Immediate cancellation of the Telkom LTE service * Clarification regarding the excessive deductions * Reimbur*****t of disputed charges taken after cancellation requests * Proper written confirmation that the service has been terminated

If this matter is not resolved promptly, we will continue escalating it through our bank, the Consumer Goods and Services Ombud, and the National Consumer Commission under the Consumer Protection Act.

We simply want the cancelled service terminated properly and the disputed billing resolved fairly.