Terrible customer service

Trying to cancel my fibre service with has been an absolute nightmare. My cancellation reference is MWB***4.

The issue is simple: MWEB does not offer the 15th as a billing date, which causes my internet to be suspended every month even though I work from home. I requested that my line be released so I can move to another ISP.

I was first assisted by Aiasha, whom I told that the Retentions department number ***) that does not go through. There is no working call centre, no proper ticketing system, and no dedicated email address for cancellations.

I was then transferred to Sibulele, who did not understand my request and kept discussing payment dates instead of processing my cancellation. After I repeatedly explained that I simply wanted my fibre line released, my messages were ignored.

How are customers supposed to get assistance? This has been one of the most frustrating customer service experiences I have had.