Terrible service

About a month ago I called Mweb to arrange my home move.

I wanted to cancel my OpenServe Fibre on the 24th March and change to Mtn LTE 40/40 for R199 per month.

I spoke to Brenda and arranged everything. She explained that the router would be free subject to a 12 month contract and would be delivered to my current address on the 20th March and I would be contacted before then.

About two weeks ago I called Mweb and it was confirmed that this was in the system and all in order. M6 order didn't show under orders online so I couldn't trace it that way.

On Monday the 20th I called and eventually spoke to Vuyo who said ithe order needed to be released and someone would phone me back. This was a 30 minute call. Nobody called me back. I called again in the afternoon, a further 30 minutes of holding on. Spoke to a man and he assured me someone would call me back that day. Nobody did.

I called again this morning as time is running out as my move is on Friday. I was informed that Brenda had forgotten to place my order. Why was this not picked up with my previous calls?. First delivery would be Friday. This is No good as I'm moving on Firday and apparently they can't ask the courier to call when en route to see which address to deliver to.

I was then informed that I would now have to buy a router for R1999 as that promotion is over ....really? She forgot to place the order so I must pay for a router?

I told Brenda she can cancel everything EXCEPT my email address and I will continue to pay for that. I asked her to please confirm this by email that my email address will remain. This was a 50 minute phone call.No email confirmation from anyone as yet.

So after 23 years of being a customer I am so disappointed in the change and decline in the service that used to be amazing.

2 hours of airtime wasted not to mention the frustration and lack of service delivered.

I got no apology nor were any steps offered to remedy the situation.