NN
Nkululeko N
1 reviews | Active since Oct 2014
24 Mar 2026, 11:26
Terrible Service and misleading clients
You may be a huge company with providing internet connection but your service level is beyond pathetic. It is so really disheartening that one would request to downgrade and a month has passed by and no one has done a thing about it. Every time I call you advise that it is done by retention. When I spoke to retention team, they confirmed it is done and until now nothing as billing confirms there is nothing on their end and retention has not submitted the downgrade. I requested the downgrade on the 27 February 2026. Today it is the 24 March 2026. On the 16 March I called again and the retention agent advised the billing will be updated on the 22 March and still nothing. Today the 24 March billing team confirms nothing has been done all they can see is a request for the downgrade which the ticket is open and nothing on their end. They cannot adjust the bill until retention changes the package to the requested package. Your hiring of your staff is really pathetic. You guys need to start sourcing people who are eager to work to uphold your company name. All your cancellations are due to your service agents which your Quality assurers you have are not doing their jobs.
Helpful (0)
Replies (5)0
Replies (5)
Mweb's replyOfficial
24 Mar 2026, 11:43Hi Nkululeko,
We understand how frustrating and disappointing this experience must be. Waiting an entire month for a requested downgrade, receiving conflicting information from different teams, and seeing no update on your billing is completely understandable as a source of stress and frustration. It’s clear that this situation has caused significant inconvenience, and your feedback highlights areas where we need to improve our processes and communication.
We’ve located your account and can see that the Retentions Team has been in contact regarding your downgrade. If you still require any further assistance, please feel free to send us a direct message on Hello Peter, and the team will provide personalised support to help resolve the matter.
Thank you for bringing this to our attention. Your feedback is valuable and helps us improve the service experience for all customers.
Kind regards,
Mweb Team
We understand how frustrating and disappointing this experience must be. Waiting an entire month for a requested downgrade, receiving conflicting information from different teams, and seeing no update on your billing is completely understandable as a source of stress and frustration. It’s clear that this situation has caused significant inconvenience, and your feedback highlights areas where we need to improve our processes and communication.
We’ve located your account and can see that the Retentions Team has been in contact regarding your downgrade. If you still require any further assistance, please feel free to send us a direct message on Hello Peter, and the team will provide personalised support to help resolve the matter.
Thank you for bringing this to our attention. Your feedback is valuable and helps us improve the service experience for all customers.
Kind regards,
Mweb Team
Mweb's reply24 Mar 2026, 11:43
Official
Hi Nkululeko,
We understand how frustrating and disappointing this experience must be. Waiting an entire month for a requested downgrade, receiving conflicting information from different teams, and seeing no update on your billing is completely understandable as a source of stress and frustration. It’s clear that this situation has caused significant inconvenience, and your feedback highlights areas where we need to improve our processes and communication.
We’ve located your account and can see that the Retentions Team has been in contact regarding your downgrade. If you still require any further assistance, please feel free to send us a direct message on Hello Peter, and the team will provide personalised support to help resolve the matter.
Thank you for bringing this to our attention. Your feedback is valuable and helps us improve the service experience for all customers.
Kind regards,
Mweb Team
We understand how frustrating and disappointing this experience must be. Waiting an entire month for a requested downgrade, receiving conflicting information from different teams, and seeing no update on your billing is completely understandable as a source of stress and frustration. It’s clear that this situation has caused significant inconvenience, and your feedback highlights areas where we need to improve our processes and communication.
We’ve located your account and can see that the Retentions Team has been in contact regarding your downgrade. If you still require any further assistance, please feel free to send us a direct message on Hello Peter, and the team will provide personalised support to help resolve the matter.
Thank you for bringing this to our attention. Your feedback is valuable and helps us improve the service experience for all customers.
Kind regards,
Mweb Team
NN
Nkululeko N's updateReviewer Update
01 Apr 2026, 16:54Good day
I trust you are well.
I am responding in connection to the above as you have advised me to contact you for further assistance. It is now the 1st of April and my account is still not downgraded to what I have requested for. This is a **** from MWeb such a well known brand to have agents telling you that it will be done and yet nothing. They told me all will be handled so that on the 1 April it will be reflecting the downgrade request that I made in February and still nothing. I have been deceived by your retention agent and it is so frustrating to take over 40 minutes waiting to be assisted and the once you are through you are not assisted after spending so much money to call them and there is no direct line to their retention team. This is really pathetic service to have to go to such length to get real assistance. It is the second review I write which they told me to respond here for further assistance regarding this matter. I don't understand what kind of a team/company would want such reviews. I want to be refunded the money that was promised will be refunded after the downgrade takes place. They told me to pay the amount showing and it will be credited onto my account of MWeb and nothing has happened yet. This happened on the 25 March if not the 26 March. You are really disappointing MWeb. You are not at the level you used to be. Honestly people just use MWeb because of trust of the company being one of the longest serving companies to people and that we are fond of. Your downfall will be your agents and reliability.
How long until such a simple request is initiated. What do I have to do to get service as calling and complaining is not helping at all. The billing team is great but your retention is the issue in my regard. I wonder how many people have the same issue which is really wrong of you to mislead clients just to have them hangup the call and not even providing reference numbers. This is really time consuming going back and forth as if it's a favour you are doing for me providing the service where as I am paying for this service and it is not free. Understanding my frustration is not a statement or response I am looking from you. I need action because I'm not the one to complain but now you guys are really taking me for a fool knowing that I need the service to be connected to the internet.
I trust you are well.
I am responding in connection to the above as you have advised me to contact you for further assistance. It is now the 1st of April and my account is still not downgraded to what I have requested for. This is a **** from MWeb such a well known brand to have agents telling you that it will be done and yet nothing. They told me all will be handled so that on the 1 April it will be reflecting the downgrade request that I made in February and still nothing. I have been deceived by your retention agent and it is so frustrating to take over 40 minutes waiting to be assisted and the once you are through you are not assisted after spending so much money to call them and there is no direct line to their retention team. This is really pathetic service to have to go to such length to get real assistance. It is the second review I write which they told me to respond here for further assistance regarding this matter. I don't understand what kind of a team/company would want such reviews. I want to be refunded the money that was promised will be refunded after the downgrade takes place. They told me to pay the amount showing and it will be credited onto my account of MWeb and nothing has happened yet. This happened on the 25 March if not the 26 March. You are really disappointing MWeb. You are not at the level you used to be. Honestly people just use MWeb because of trust of the company being one of the longest serving companies to people and that we are fond of. Your downfall will be your agents and reliability.
How long until such a simple request is initiated. What do I have to do to get service as calling and complaining is not helping at all. The billing team is great but your retention is the issue in my regard. I wonder how many people have the same issue which is really wrong of you to mislead clients just to have them hangup the call and not even providing reference numbers. This is really time consuming going back and forth as if it's a favour you are doing for me providing the service where as I am paying for this service and it is not free. Understanding my frustration is not a statement or response I am looking from you. I need action because I'm not the one to complain but now you guys are really taking me for a fool knowing that I need the service to be connected to the internet.
NN
Nkululeko N's update01 Apr 2026, 16:54
Reviewer Update
Good day
I trust you are well.
I am responding in connection to the above as you have advised me to contact you for further assistance. It is now the 1st of April and my account is still not downgraded to what I have requested for. This is a **** from MWeb such a well known brand to have agents telling you that it will be done and yet nothing. They told me all will be handled so that on the 1 April it will be reflecting the downgrade request that I made in February and still nothing. I have been deceived by your retention agent and it is so frustrating to take over 40 minutes waiting to be assisted and the once you are through you are not assisted after spending so much money to call them and there is no direct line to their retention team. This is really pathetic service to have to go to such length to get real assistance. It is the second review I write which they told me to respond here for further assistance regarding this matter. I don't understand what kind of a team/company would want such reviews. I want to be refunded the money that was promised will be refunded after the downgrade takes place. They told me to pay the amount showing and it will be credited onto my account of MWeb and nothing has happened yet. This happened on the 25 March if not the 26 March. You are really disappointing MWeb. You are not at the level you used to be. Honestly people just use MWeb because of trust of the company being one of the longest serving companies to people and that we are fond of. Your downfall will be your agents and reliability.
How long until such a simple request is initiated. What do I have to do to get service as calling and complaining is not helping at all. The billing team is great but your retention is the issue in my regard. I wonder how many people have the same issue which is really wrong of you to mislead clients just to have them hangup the call and not even providing reference numbers. This is really time consuming going back and forth as if it's a favour you are doing for me providing the service where as I am paying for this service and it is not free. Understanding my frustration is not a statement or response I am looking from you. I need action because I'm not the one to complain but now you guys are really taking me for a fool knowing that I need the service to be connected to the internet.
I trust you are well.
I am responding in connection to the above as you have advised me to contact you for further assistance. It is now the 1st of April and my account is still not downgraded to what I have requested for. This is a **** from MWeb such a well known brand to have agents telling you that it will be done and yet nothing. They told me all will be handled so that on the 1 April it will be reflecting the downgrade request that I made in February and still nothing. I have been deceived by your retention agent and it is so frustrating to take over 40 minutes waiting to be assisted and the once you are through you are not assisted after spending so much money to call them and there is no direct line to their retention team. This is really pathetic service to have to go to such length to get real assistance. It is the second review I write which they told me to respond here for further assistance regarding this matter. I don't understand what kind of a team/company would want such reviews. I want to be refunded the money that was promised will be refunded after the downgrade takes place. They told me to pay the amount showing and it will be credited onto my account of MWeb and nothing has happened yet. This happened on the 25 March if not the 26 March. You are really disappointing MWeb. You are not at the level you used to be. Honestly people just use MWeb because of trust of the company being one of the longest serving companies to people and that we are fond of. Your downfall will be your agents and reliability.
How long until such a simple request is initiated. What do I have to do to get service as calling and complaining is not helping at all. The billing team is great but your retention is the issue in my regard. I wonder how many people have the same issue which is really wrong of you to mislead clients just to have them hangup the call and not even providing reference numbers. This is really time consuming going back and forth as if it's a favour you are doing for me providing the service where as I am paying for this service and it is not free. Understanding my frustration is not a statement or response I am looking from you. I need action because I'm not the one to complain but now you guys are really taking me for a fool knowing that I need the service to be connected to the internet.
Mweb's replyOfficial
01 Apr 2026, 17:11Hi Nkululeko,
We completely understand how frustrating and disappointing this experience has been, especially after repeated attempts to have your downgrade request processed and the delays you’ve encountered with the Retention Team. Your time, effort, and the financial impact you’ve faced are sincerely acknowledged.
The Retention Team has been notified of the urgency of your request and will be reaching out to you directly as soon as possible to resolve the matter and provide the necessary assistance, including any applicable credits. Your patience while the team works on this is greatly appreciated.
If you require any further support, please feel free to send us a direct message on Hello Peter so we can ensure your concerns are addressed promptly.
Kind regards,
The Mweb Team
Mweb's reply01 Apr 2026, 17:11
Official
Hi Nkululeko,
We completely understand how frustrating and disappointing this experience has been, especially after repeated attempts to have your downgrade request processed and the delays you’ve encountered with the Retention Team. Your time, effort, and the financial impact you’ve faced are sincerely acknowledged.
The Retention Team has been notified of the urgency of your request and will be reaching out to you directly as soon as possible to resolve the matter and provide the necessary assistance, including any applicable credits. Your patience while the team works on this is greatly appreciated.
If you require any further support, please feel free to send us a direct message on Hello Peter so we can ensure your concerns are addressed promptly.
Kind regards,
The Mweb Team
NN
Nkululeko N's updateReviewer Update
01 Apr 2026, 17:19Whichever person, manager came up with this response for agents to copy and paste needs to start sitting with the lower level agents as they refer to them and understand what these agents are going through because of decisions they make and they say it is company request. This is the same thing I have been getting since my request. Now you want me to wait for you to escalate the hello peter response and then the complaints team to investigate who from retention is supposed to action this and once they found out who handled the request to then work with billing to make the adjustment as requested. Do you see how long it takes to have this resolved where as I've already waiting for over a month and you want me to be calm and understanding of your process.
NN
Nkululeko N's update01 Apr 2026, 17:19
Reviewer Update
Whichever person, manager came up with this response for agents to copy and paste needs to start sitting with the lower level agents as they refer to them and understand what these agents are going through because of decisions they make and they say it is company request. This is the same thing I have been getting since my request. Now you want me to wait for you to escalate the hello peter response and then the complaints team to investigate who from retention is supposed to action this and once they found out who handled the request to then work with billing to make the adjustment as requested. Do you see how long it takes to have this resolved where as I've already waiting for over a month and you want me to be calm and understanding of your process.
Mweb's replyOfficial
02 Apr 2026, 08:19Hi Nkululeko, we completely understand how frustrating and exhausting this situation has been, especially after waiting for over a month and having to go through multiple processes without a clear resolution. I’m really sorry for the inconvenience and the back-and-forth you’ve experienced.
Please be assured that your request is currently with our Retentions team, who are actively working on it. They are reviewing the matter and coordinating with the relevant departments to ensure the necessary adjustments are made as requested.
We know this has taken longer than it should, and your experience is not the standard we aim to provide. The team will provide you with an update as soon as there is progress, and we appreciate your continued patience while this is being finalised.
Kind regards,
The Mweb Team
Please be assured that your request is currently with our Retentions team, who are actively working on it. They are reviewing the matter and coordinating with the relevant departments to ensure the necessary adjustments are made as requested.
We know this has taken longer than it should, and your experience is not the standard we aim to provide. The team will provide you with an update as soon as there is progress, and we appreciate your continued patience while this is being finalised.
Kind regards,
The Mweb Team
Mweb's reply02 Apr 2026, 08:19
Official
Hi Nkululeko, we completely understand how frustrating and exhausting this situation has been, especially after waiting for over a month and having to go through multiple processes without a clear resolution. I’m really sorry for the inconvenience and the back-and-forth you’ve experienced.
Please be assured that your request is currently with our Retentions team, who are actively working on it. They are reviewing the matter and coordinating with the relevant departments to ensure the necessary adjustments are made as requested.
We know this has taken longer than it should, and your experience is not the standard we aim to provide. The team will provide you with an update as soon as there is progress, and we appreciate your continued patience while this is being finalised.
Kind regards,
The Mweb Team
Please be assured that your request is currently with our Retentions team, who are actively working on it. They are reviewing the matter and coordinating with the relevant departments to ensure the necessary adjustments are made as requested.
We know this has taken longer than it should, and your experience is not the standard we aim to provide. The team will provide you with an update as soon as there is progress, and we appreciate your continued patience while this is being finalised.
Kind regards,
The Mweb Team