Tech "lack of" support complaint

27 February 2023

MWEB Customer Service Department P.O. Box 3889 Tygervalley 7536 South Africa

Dear Sir/Madam,

Re: Complaint about my experience with MWEB tech support

I am writing to express my extreme dissatisfaction with the service I received from MWEB tech support on 27 February 2023. I was on hold for 30 minutes before my call was finally answered, and then mid-way through troubleshooting my issue, the line was abruptly cut off. No one called me back to continue the support session or to apologize for the disruption.

As a result of this poor service, I had to call back and spend another significant amount of time on hold before I could speak to a technician again. This experience was frustrating and caused me significant inconvenience.

Furthermore, I had spent ZAR 100 on airtime during my initial call, which was not refunded or credited back to my account despite the fact that the call was abruptly cut off by MWEB. I find this to be an unacceptable practice, and I demand a refund of the airtime that I spent during the disrupted call.

Overall, I am disappointed with the level of service I have received from MWEB tech support. I believe that the company should be held accountable for its poor service, and I request that you take immediate action to address my concerns.

Specifically, I request the following:

1. An apology from MWEB for the inconvenience caused by the disrupted call and the wasted airtime. 2. A full refund of the ZAR 100 airtime that I spent during the disrupted call. 3. An assurance that this issue will not occur again in the future. 4. A compensation for my wasted time and frustration caused by the service disruption. 5. My issue resolved with immediate effect, listen to the call recordings and action accordingly.

I look forward to a prompt response from you, and I hope that you will take immediate action to address my concerns. Thank you for your attention to this matter.

Sincerely, Colin Logie