1 reviews | Active since Jun 2021
Takes ages to assist with downgrade
I've been on hold for 24 minutes trying to downgrade my current line speed. First I was transferred to one representative who asked me for my personal details and only after doing that he said he needs to transfer me to the downgrade department - this after the original person I spoke with already knew I want to downgrade and apparently transferred me to the incorrect department. I then proceeded to start a chat on MWEB in the hopes that I can get it sorted out there. First I was given an Amanda asking if she/it can assist. I made my request and then I got the same message but from a Wayne who never rep****. I've been number 1 and then number 2 in line now for ages - it's starting to look like downgrades are purposefully held online for long periods in the hopes that the client will run out of patience or airtime before being assisted and then wind up staying on the current package for another month.
We completely understand how frustrating and exhausting this experience must be. Being on hold for so long, transferred between representatives, and not receiving timely assistance can be extremely discouraging. Your time and patience are valuable, and it’s clear that this process has caused unnecessary stress.
The team that handles downgrades has been notified and will contact you directly as soon as possible to assist with your line change. If you need any further help, please send us a direct message on Hello Peter, and the team will provide personalised support.
Thank you for bringing this to our attention. Your feedback helps us improve the experience for all customers, and we appreciate your patience while the team works to resolve this.
Kind regards,
Mweb Team
We completely understand how frustrating and exhausting this experience must be. Being on hold for so long, transferred between representatives, and not receiving timely assistance can be extremely discouraging. Your time and patience are valuable, and it’s clear that this process has caused unnecessary stress.
The team that handles downgrades has been notified and will contact you directly as soon as possible to assist with your line change. If you need any further help, please send us a direct message on Hello Peter, and the team will provide personalised support.
Thank you for bringing this to our attention. Your feedback helps us improve the experience for all customers, and we appreciate your patience while the team works to resolve this.
Kind regards,
Mweb Team