NS
Nicholas S
1 reviews | Active since Jun 2026
02 Jun 2026, 15:15
Terrible service
I downgraded my fibre package on 4 May. The order has been implemented but I am still being charged at the previous rate. I have tried following this up but live AI chat doesn't work. I have tried several times. I also tried calling and waited 40 minutes on the phone to speak to a customer service agent and when I was answered, and outlined my issue, I was transferred back to the queue. It seems nobody is able, or wishes to take responsibility
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Mweb's replyOfficial
02 Jun 2026, 15:54 Hello Nicholas Thank you for bringing this to our attention. We understand how important it is for billing to accurately reflect changes made to your service, and the experience you’ve described around trying to get assistance has not met that expectation.We can see that our support team connected with you under reference MWB***4 less than an hour ago to address your billing query. As part of this, the team will be reviewing the downgrade implementation date against your billing cycle to ensure that the correct package rate is app**** and that any discrepancies are properly corrected.In some cases, timing between a package change and the billing cycle can result in charges reflecting the previous rate, with adjustments app**** thereafter. That said, this should always be clearly explained and aligned to your account activity.Your feedback regarding the difficulty in reaching support and being transferred without resolution is being taken seriously, as accountability and seamless assistance are key to the experience we aim to provide.The team currently handling your query will continue working on this and ensure you receive clear confirmation of the outcome and any adjustments made. We will also keep a close eye on the progress to ensure this is resolved efficiently and transparently.
Kind regards,
The Mweb Team
Kind regards,
The Mweb Team
Mweb's reply02 Jun 2026, 15:54
Official
Hello Nicholas Thank you for bringing this to our attention. We understand how important it is for billing to accurately reflect changes made to your service, and the experience you’ve described around trying to get assistance has not met that expectation.We can see that our support team connected with you under reference MWB***4 less than an hour ago to address your billing query. As part of this, the team will be reviewing the downgrade implementation date against your billing cycle to ensure that the correct package rate is app**** and that any discrepancies are properly corrected.In some cases, timing between a package change and the billing cycle can result in charges reflecting the previous rate, with adjustments app**** thereafter. That said, this should always be clearly explained and aligned to your account activity.Your feedback regarding the difficulty in reaching support and being transferred without resolution is being taken seriously, as accountability and seamless assistance are key to the experience we aim to provide.The team currently handling your query will continue working on this and ensure you receive clear confirmation of the outcome and any adjustments made. We will also keep a close eye on the progress to ensure this is resolved efficiently and transparently.
Kind regards,
The Mweb Team
Kind regards,
The Mweb Team