RT
Rethabile T
1 reviews | Active since Feb 2015
01 Mar 2026, 08:25
Terrible Service from Mweb – Extremely Disappointed
I signed up for internet with Mweb in February. On the 18th, I made a payment using the official payment link that was sent to me. Shortly after, I noticed on my statement that I was being charged R2700 for an “early termination fee” — which made absolutely no sense because I never cancelled anything. I immediately called Mweb and spoke to an agent who reassured me that it was an error on their side and that once the online payment reflected, the incorrect amount would be removed and rectified. To my surprise, on the 28th I was charged R2800. Since then, I have been trying to get assistance. I have spent approximately 2 hours on calls, repeatedly being cut off and having to start over in the queue. When I eventually managed to speak to someone, I was told again that it is an error on their side — yet nothing has been resolved and there has been no proper feedback. Now, on the 1st, my internet has been cut off completely, and I’m being told I can only be assisted on the 2nd. This entire experience has been ********** — from incorrect billing, poor communication, endless waiting times, and now being left without internet despite paying. All I want is: My money refunded My internet restored Proper communication and accountability This level of service is unacceptable. The calls have no reference numbers to make things worse.
Helpful (0)
Replies (11)0
Replies (11)
Mweb's replyOfficial
02 Mar 2026, 11:17Good day, Rethabile,Thank you for reaching out and giving us the opportunity to assist. We completely understand how frustrating it must be to be charged the early termination fee despite your efforts to get help, and having your connection interrupted adds even more stress. This is not the level of service we aim to provide at Mweb.
We’ve escalated your case under ticket reference MWB***4 to our Provisioning Team to urgently assist with reactivating your service and provide you with feedback. Once your service is active, the credit for the incorrect fee will be app****.
We truly appreciate your patience, and we’re committed to resolving this fully and restoring your connection without further delay.
We’ve escalated your case under ticket reference MWB***4 to our Provisioning Team to urgently assist with reactivating your service and provide you with feedback. Once your service is active, the credit for the incorrect fee will be app****.
We truly appreciate your patience, and we’re committed to resolving this fully and restoring your connection without further delay.
Mweb's reply02 Mar 2026, 11:17
Official
Good day, Rethabile,Thank you for reaching out and giving us the opportunity to assist. We completely understand how frustrating it must be to be charged the early termination fee despite your efforts to get help, and having your connection interrupted adds even more stress. This is not the level of service we aim to provide at Mweb.
We’ve escalated your case under ticket reference MWB***4 to our Provisioning Team to urgently assist with reactivating your service and provide you with feedback. Once your service is active, the credit for the incorrect fee will be app****.
We truly appreciate your patience, and we’re committed to resolving this fully and restoring your connection without further delay.
We’ve escalated your case under ticket reference MWB***4 to our Provisioning Team to urgently assist with reactivating your service and provide you with feedback. Once your service is active, the credit for the incorrect fee will be app****.
We truly appreciate your patience, and we’re committed to resolving this fully and restoring your connection without further delay.
RT
Rethabile T's updateReviewer Update
02 Mar 2026, 12:18I was told I need to wait for 48hours what a joke from you as a provider especially for a new customer. Why AM I BEING TOLD IT WILL TAKE 48HOURS???? from a mistake you made not me? I need to work
RT
Rethabile T's update02 Mar 2026, 12:18
Reviewer Update
I was told I need to wait for 48hours what a joke from you as a provider especially for a new customer. Why AM I BEING TOLD IT WILL TAKE 48HOURS???? from a mistake you made not me? I need to work
Mweb's replyOfficial
02 Mar 2026, 12:25Hi Rethabile, We completely understand how frustrating it is to experience delays, especially as a new customer trying to get your service up and running. Your concern is valid, and we appreciate you sharing your experience. Please be assured that your case has been escalated to the relevant team for follow-up, and they are actively reviewing the situation. They will reach out to you directly with updates and guidance to ensure your service is resolved as quickly as possible. We appreciate your patience while the team completes their review and are committed to ensuring that your service is restored efficiently so you can get back to work without further disruption.
Mweb's reply02 Mar 2026, 12:25
Official
Hi Rethabile, We completely understand how frustrating it is to experience delays, especially as a new customer trying to get your service up and running. Your concern is valid, and we appreciate you sharing your experience. Please be assured that your case has been escalated to the relevant team for follow-up, and they are actively reviewing the situation. They will reach out to you directly with updates and guidance to ensure your service is resolved as quickly as possible. We appreciate your patience while the team completes their review and are committed to ensuring that your service is restored efficiently so you can get back to work without further disruption.
RT
Rethabile T's updateReviewer Update
02 Mar 2026, 13:29 Hi,
Thank you for your response. However, I am still not receiving a clear ETA. If I constantly have to wait more than an hour just to get through to your contact centre, how long should I realistically expect this resolution and reactivation to take?
Saying the case has been escalated and is being reviewed does not help if there is no timeframe attached to it. I have already spent approximately 2 hours trying to get through to an agent, being cut off and having to rejoin the queue multiple times. That makes it very difficult to rely on “we will reach out” without knowing when that will happen.
Please provide:
Thank you for your response. However, I am still not receiving a clear ETA. If I constantly have to wait more than an hour just to get through to your contact centre, how long should I realistically expect this resolution and reactivation to take?
Saying the case has been escalated and is being reviewed does not help if there is no timeframe attached to it. I have already spent approximately 2 hours trying to get through to an agent, being cut off and having to rejoin the queue multiple times. That makes it very difficult to rely on “we will reach out” without knowing when that will happen.
Please provide:
- A specific ETA for when I will be contacted
- A confirmed timeframe for when my internet will be restored
- A confirmed timeframe for when the incorrect charge will be refunded
RT
Rethabile T's update02 Mar 2026, 13:29
Reviewer Update
Hi,
Thank you for your response. However, I am still not receiving a clear ETA. If I constantly have to wait more than an hour just to get through to your contact centre, how long should I realistically expect this resolution and reactivation to take?
Saying the case has been escalated and is being reviewed does not help if there is no timeframe attached to it. I have already spent approximately 2 hours trying to get through to an agent, being cut off and having to rejoin the queue multiple times. That makes it very difficult to rely on “we will reach out” without knowing when that will happen.
Please provide:
Thank you for your response. However, I am still not receiving a clear ETA. If I constantly have to wait more than an hour just to get through to your contact centre, how long should I realistically expect this resolution and reactivation to take?
Saying the case has been escalated and is being reviewed does not help if there is no timeframe attached to it. I have already spent approximately 2 hours trying to get through to an agent, being cut off and having to rejoin the queue multiple times. That makes it very difficult to rely on “we will reach out” without knowing when that will happen.
Please provide:
- A specific ETA for when I will be contacted
- A confirmed timeframe for when my internet will be restored
- A confirmed timeframe for when the incorrect charge will be refunded
Mweb's replyOfficial
02 Mar 2026, 13:38Hi Rethabile, We completely understand how stressful and inconvenient this situation has been, especially given the time you’ve spent trying to get through. Your concerns are important to us, and we want to ensure you have clear timelines you can rely on. The team will reach out to you within 24 hours to provide a confirmed update on when your internet will be restored and when the incorrect charge will be refunded. We truly appreciate your patience as we prioritise your case and work to resolve this matter efficiently. Thank you for giving us the opportunity to address this properly.
Mweb's reply02 Mar 2026, 13:38
Official
Hi Rethabile, We completely understand how stressful and inconvenient this situation has been, especially given the time you’ve spent trying to get through. Your concerns are important to us, and we want to ensure you have clear timelines you can rely on. The team will reach out to you within 24 hours to provide a confirmed update on when your internet will be restored and when the incorrect charge will be refunded. We truly appreciate your patience as we prioritise your case and work to resolve this matter efficiently. Thank you for giving us the opportunity to address this properly.
RT
Rethabile T's updateReviewer Update
02 Mar 2026, 14:09 Hi, I need a direct contact number or email address for the person or team handling my case. I am not comfortable relying on “the team will reach out within 24 hours.”
This issue was first addressed on the 18th of Feb from my side, and I was reassured then that it would be rectified. Yet here we are. You can understand why I no longer have confidence in verbal reassurances without clear accountability. This is also now starting to sound similar to the 48-hour timeframe I was previously given — without cer*****y.
There is no reason my service should remain suspended due to an internal billing error that has already been acknowledged as yours. Please prioritise reactivating my line while you investigate and resolve your internal processes, rather than inconveniencing me further.
This issue was first addressed on the 18th of Feb from my side, and I was reassured then that it would be rectified. Yet here we are. You can understand why I no longer have confidence in verbal reassurances without clear accountability. This is also now starting to sound similar to the 48-hour timeframe I was previously given — without cer*****y.
There is no reason my service should remain suspended due to an internal billing error that has already been acknowledged as yours. Please prioritise reactivating my line while you investigate and resolve your internal processes, rather than inconveniencing me further.
RT
Rethabile T's update02 Mar 2026, 14:09
Reviewer Update
Hi, I need a direct contact number or email address for the person or team handling my case. I am not comfortable relying on “the team will reach out within 24 hours.”
This issue was first addressed on the 18th of Feb from my side, and I was reassured then that it would be rectified. Yet here we are. You can understand why I no longer have confidence in verbal reassurances without clear accountability. This is also now starting to sound similar to the 48-hour timeframe I was previously given — without cer*****y.
There is no reason my service should remain suspended due to an internal billing error that has already been acknowledged as yours. Please prioritise reactivating my line while you investigate and resolve your internal processes, rather than inconveniencing me further.
This issue was first addressed on the 18th of Feb from my side, and I was reassured then that it would be rectified. Yet here we are. You can understand why I no longer have confidence in verbal reassurances without clear accountability. This is also now starting to sound similar to the 48-hour timeframe I was previously given — without cer*****y.
There is no reason my service should remain suspended due to an internal billing error that has already been acknowledged as yours. Please prioritise reactivating my line while you investigate and resolve your internal processes, rather than inconveniencing me further.
Mweb's replyOfficial
02 Mar 2026, 14:23Hi Rethabile, Thank you for your patience while this matter was being reviewed. Your service has now been successfully reconnected, and the billing on your account has been adjusted accordingly to correct the error. We understand the concerns you raised regarding accountability and timelines, and we appreciate the opportunity to resolve this for you. If you notice anything further on your account or require any additional clarification, you’re welcome to let us know and we will gladly assist.
Mweb's reply02 Mar 2026, 14:23
Official
Hi Rethabile, Thank you for your patience while this matter was being reviewed. Your service has now been successfully reconnected, and the billing on your account has been adjusted accordingly to correct the error. We understand the concerns you raised regarding accountability and timelines, and we appreciate the opportunity to resolve this for you. If you notice anything further on your account or require any additional clarification, you’re welcome to let us know and we will gladly assist.
RT
Rethabile T's updateReviewer Update
02 Mar 2026, 14:39 Hi, Thank you so much for the update. I can confirm that I am now reconnected. I really appreciate the prompt resolution and the adjustments made to correct the billing error. It’s a relief to have everything sorted. Thank you for addressing this and for getting my service back up and running
RT
Rethabile T's update02 Mar 2026, 14:39
Reviewer Update
Hi, Thank you so much for the update. I can confirm that I am now reconnected. I really appreciate the prompt resolution and the adjustments made to correct the billing error. It’s a relief to have everything sorted. Thank you for addressing this and for getting my service back up and running
Mweb's replyOfficial
02 Mar 2026, 14:42Hi Rethabile, Thank you for your kind feedback! We’re glad to hear that your service has been restored and that the billing adjustments have been app**** to your satisfaction. It’s great to know everything is now sorted, and we truly appreciate your patience while we resolved this matter. Should you need any further assistance in the future, we’re always here to help.
Mweb's reply02 Mar 2026, 14:42
Official
Hi Rethabile, Thank you for your kind feedback! We’re glad to hear that your service has been restored and that the billing adjustments have been app**** to your satisfaction. It’s great to know everything is now sorted, and we truly appreciate your patience while we resolved this matter. Should you need any further assistance in the future, we’re always here to help.
RT
I truly appreciate the prompt action taken once the matter was escalated.
It is, however, unfortunate that it had to reach the point of posting on HelloPeter for my frustrations to be properly acknowledged and prioritised. I genuinely wish it had not taken a public complaint for the urgency of the situation to be understood.
Clear communication, accountability, and defined timelines are extremely important — especially for new customers. The initial lack of ETA, long contact centre waiting times, and repeated reassurances without follow-through were the most frustrating aspects of the experience.
That said, I do appreciate the way the matter was handled once it reached the right team. It’s just a pity that HelloPeter does not allow me to submit a new review with a better rating to reflect the outcome after resolution.
I hope moving forward that issues can be resolved with the same urgency, without customers needing to escalate publicly.
Thank you again for restoring my service and correcting the billing.
Rethabile T's updateReviewer Update
02 Mar 2026, 14:49I truly appreciate the prompt action taken once the matter was escalated.
It is, however, unfortunate that it had to reach the point of posting on HelloPeter for my frustrations to be properly acknowledged and prioritised. I genuinely wish it had not taken a public complaint for the urgency of the situation to be understood.
Clear communication, accountability, and defined timelines are extremely important — especially for new customers. The initial lack of ETA, long contact centre waiting times, and repeated reassurances without follow-through were the most frustrating aspects of the experience.
That said, I do appreciate the way the matter was handled once it reached the right team. It’s just a pity that HelloPeter does not allow me to submit a new review with a better rating to reflect the outcome after resolution.
I hope moving forward that issues can be resolved with the same urgency, without customers needing to escalate publicly.
Thank you again for restoring my service and correcting the billing.
RT
Rethabile T's update02 Mar 2026, 14:49
Reviewer Update
I truly appreciate the prompt action taken once the matter was escalated.
It is, however, unfortunate that it had to reach the point of posting on HelloPeter for my frustrations to be properly acknowledged and prioritised. I genuinely wish it had not taken a public complaint for the urgency of the situation to be understood.
Clear communication, accountability, and defined timelines are extremely important — especially for new customers. The initial lack of ETA, long contact centre waiting times, and repeated reassurances without follow-through were the most frustrating aspects of the experience.
That said, I do appreciate the way the matter was handled once it reached the right team. It’s just a pity that HelloPeter does not allow me to submit a new review with a better rating to reflect the outcome after resolution.
I hope moving forward that issues can be resolved with the same urgency, without customers needing to escalate publicly.
Thank you again for restoring my service and correcting the billing.
Mweb's replyOfficial
02 Mar 2026, 14:54Hi Rethabile,Thank you for sharing your feedback and reflections. We’re pleased that your service has been restored and the billing corrected, and we truly appreciate your patience throughout this process.Your experience and suggestions regarding communication, timelines, and accountability have been noted and shared with the relevant teams to help us improve our service for all customers.We value your support and are always here should you need assistance in the future.
Mweb's reply02 Mar 2026, 14:54
Official
Hi Rethabile,Thank you for sharing your feedback and reflections. We’re pleased that your service has been restored and the billing corrected, and we truly appreciate your patience throughout this process.Your experience and suggestions regarding communication, timelines, and accountability have been noted and shared with the relevant teams to help us improve our service for all customers.We value your support and are always here should you need assistance in the future.