JZ
Junior Z
1 reviews | Active since Jun 2025
02 Jun 2026, 07:48
Trash
If I could give zero stars, I would.
I made a payment using the account number provided on my invoice, only to be told afterward that it was the wrong account number. How can a customer be expected to verify payment details when they are supp**** directly by MWEB?
Instead of taking responsibility for their mistake, MWEB disconnected my service and informed me that I must wait for a refund before making another payment via a payment link to have my service restored. In other words, I am being inconvenienced and penalized for an error that was entirely on MWEB’s side.
The lack of accountability, poor communication, and complete disregard for the customer experience is unacceptable. I have spent valuable time trying to resolve an issue that should never have existed in the first place.
This has been one of the most frustrating customer service experiences I have ever encountered. MWEB’s handling of this matter has been nothing short of shocking, and I would strongly caution others to think twice before signing up for their services.
Helpful (0)
Replies (8)0
Replies (8)
Mweb's replyOfficial
02 Jun 2026, 09:26Hi Junior, We can understand your frustration. Being given payment details that later turn out to be incorrect, and then experiencing a service interruption as a result, is understandably both inconvenient and frustrating, especially when you’ve already made the payment in good faith. We can see that you’ve already spoken with our support team regarding this matter, and we’re glad to confirm that they have assisted and engaged with your query. At this stage, the matter remains under review to ensure the payment is correctly allocated and your service status is fully aligned once the necessary verification and processing steps are completed. The relevant teams are working through the details to ensure this is resolved accurately. We appreciate your patience while this is being finalised and trust that the team will bring this to a proper resolution for you. Kind regards,
The Mweb Team
The Mweb Team
Mweb's reply02 Jun 2026, 09:26
Official
Hi Junior, We can understand your frustration. Being given payment details that later turn out to be incorrect, and then experiencing a service interruption as a result, is understandably both inconvenient and frustrating, especially when you’ve already made the payment in good faith. We can see that you’ve already spoken with our support team regarding this matter, and we’re glad to confirm that they have assisted and engaged with your query. At this stage, the matter remains under review to ensure the payment is correctly allocated and your service status is fully aligned once the necessary verification and processing steps are completed. The relevant teams are working through the details to ensure this is resolved accurately. We appreciate your patience while this is being finalised and trust that the team will bring this to a proper resolution for you. Kind regards,
The Mweb Team
The Mweb Team
JZ
Junior Z's updateReviewer Update
02 Jun 2026, 09:29Thank you for your response.While I appreciate that the matter is under review, I would like to stress that this situation arose due to being provided with incorrect payment details. I made the payment in good faith and have fulfilled my obligations as a customer.The ongoing delay and service interruption are unacceptable, particularly as the error was not on my part. I therefore request that this matter be prioritised and resolved urgently, or that my service be restored while the payment allocation process is being finalised.Please provide a clear timeframe for resolution, as "under review" does not give me any indication of when I can expect this issue to be resolved.I look forward to your urgent feedback.
JZ
Junior Z's update02 Jun 2026, 09:29
Reviewer Update
Thank you for your response.While I appreciate that the matter is under review, I would like to stress that this situation arose due to being provided with incorrect payment details. I made the payment in good faith and have fulfilled my obligations as a customer.The ongoing delay and service interruption are unacceptable, particularly as the error was not on my part. I therefore request that this matter be prioritised and resolved urgently, or that my service be restored while the payment allocation process is being finalised.Please provide a clear timeframe for resolution, as "under review" does not give me any indication of when I can expect this issue to be resolved.I look forward to your urgent feedback.
Mweb's replyOfficial
02 Jun 2026, 11:51Hi Junior, We will continue to follow the process closely and ensure you are updated as soon as the allocation has been finalised and your service is active again. Kind regards,
The Mweb Team
The Mweb Team
Mweb's reply02 Jun 2026, 11:51
Official
Hi Junior, We will continue to follow the process closely and ensure you are updated as soon as the allocation has been finalised and your service is active again. Kind regards,
The Mweb Team
The Mweb Team
JZ
Junior Z's updateReviewer Update
02 Jun 2026, 12:01Thank you for your response.
I am disappointed that your reply does not address the root cause of this issue, namely that I made payment using the banking details provided to me. As a result of incorrect information supp**** by MWEB, my service has been disconnected despite payment being made in good faith.
I do not believe it is reasonable for a customer to be inconvenienced, left without service, and required to wait for internal processes to be completed when the error was not caused by the customer.
I would like this matter escalated to a senior manager or complaints resolution team and request urgent intervention to have my service restored while the payment allocation and refund process is being finalised.
Please provide a reference number for this escalation as well as a clear timeframe for resolution.
I am disappointed that your reply does not address the root cause of this issue, namely that I made payment using the banking details provided to me. As a result of incorrect information supp**** by MWEB, my service has been disconnected despite payment being made in good faith.
I do not believe it is reasonable for a customer to be inconvenienced, left without service, and required to wait for internal processes to be completed when the error was not caused by the customer.
I would like this matter escalated to a senior manager or complaints resolution team and request urgent intervention to have my service restored while the payment allocation and refund process is being finalised.
Please provide a reference number for this escalation as well as a clear timeframe for resolution.
JZ
Junior Z's update02 Jun 2026, 12:01
Reviewer Update
Thank you for your response.
I am disappointed that your reply does not address the root cause of this issue, namely that I made payment using the banking details provided to me. As a result of incorrect information supp**** by MWEB, my service has been disconnected despite payment being made in good faith.
I do not believe it is reasonable for a customer to be inconvenienced, left without service, and required to wait for internal processes to be completed when the error was not caused by the customer.
I would like this matter escalated to a senior manager or complaints resolution team and request urgent intervention to have my service restored while the payment allocation and refund process is being finalised.
Please provide a reference number for this escalation as well as a clear timeframe for resolution.
I am disappointed that your reply does not address the root cause of this issue, namely that I made payment using the banking details provided to me. As a result of incorrect information supp**** by MWEB, my service has been disconnected despite payment being made in good faith.
I do not believe it is reasonable for a customer to be inconvenienced, left without service, and required to wait for internal processes to be completed when the error was not caused by the customer.
I would like this matter escalated to a senior manager or complaints resolution team and request urgent intervention to have my service restored while the payment allocation and refund process is being finalised.
Please provide a reference number for this escalation as well as a clear timeframe for resolution.
JZ
Junior Z's updateReviewer Update
02 Jun 2026, 12:35Kindly provide the reference Number asap as this needs to be escalated to ICASA
JZ
Junior Z's update02 Jun 2026, 12:35
Reviewer Update
Kindly provide the reference Number asap as this needs to be escalated to ICASA
Mweb's replyOfficial
02 Jun 2026, 14:02 Hi Junior.We can see how frustrating this situation has been, especially as you made payment in good faith using the details provided and are now left without service while everything is still being resolved. Being without connectivity in these circumstances is understandably disruptive.Your reference number is MWB***4.To help the team move this forward without further delay, could you please confirm whether you have already sent through your ID copy and proof of payment? These documents are needed to complete the verification and correctly allocate the payment on the account.Once this is received and verified, the team will be able to finalise the allocation and restore the service accordingly.Kind regards,
The Mweb Team
The Mweb Team
Mweb's reply02 Jun 2026, 14:02
Official
Hi Junior.We can see how frustrating this situation has been, especially as you made payment in good faith using the details provided and are now left without service while everything is still being resolved. Being without connectivity in these circumstances is understandably disruptive.Your reference number is MWB***4.To help the team move this forward without further delay, could you please confirm whether you have already sent through your ID copy and proof of payment? These documents are needed to complete the verification and correctly allocate the payment on the account.Once this is received and verified, the team will be able to finalise the allocation and restore the service accordingly.Kind regards,
The Mweb Team
The Mweb Team
JZ
Junior Z's updateReviewer Update
02 Jun 2026, 14:09Hi,
This response is essentially the same as your previous one and does not address the core issue.
I made payment using the account details provided on my invoice and have already supp**** the documentation requested. Despite acting in good faith and following the instructions provided by Mweb, my service remains disconnected while I wait for an internal process to be completed.
At this point, I need more than reassurance that the matter is being reviewed. I require a clear explanation as to why my service cannot be restored immediately, a firm timeline for resolution, and confirmation of what steps are being taken to rectify an error that was not of my making. .
Kind regards,
Junior
This response is essentially the same as your previous one and does not address the core issue.
I made payment using the account details provided on my invoice and have already supp**** the documentation requested. Despite acting in good faith and following the instructions provided by Mweb, my service remains disconnected while I wait for an internal process to be completed.
At this point, I need more than reassurance that the matter is being reviewed. I require a clear explanation as to why my service cannot be restored immediately, a firm timeline for resolution, and confirmation of what steps are being taken to rectify an error that was not of my making. .
Kind regards,
Junior
JZ
Junior Z's update02 Jun 2026, 14:09
Reviewer Update
Hi,
This response is essentially the same as your previous one and does not address the core issue.
I made payment using the account details provided on my invoice and have already supp**** the documentation requested. Despite acting in good faith and following the instructions provided by Mweb, my service remains disconnected while I wait for an internal process to be completed.
At this point, I need more than reassurance that the matter is being reviewed. I require a clear explanation as to why my service cannot be restored immediately, a firm timeline for resolution, and confirmation of what steps are being taken to rectify an error that was not of my making. .
Kind regards,
Junior
This response is essentially the same as your previous one and does not address the core issue.
I made payment using the account details provided on my invoice and have already supp**** the documentation requested. Despite acting in good faith and following the instructions provided by Mweb, my service remains disconnected while I wait for an internal process to be completed.
At this point, I need more than reassurance that the matter is being reviewed. I require a clear explanation as to why my service cannot be restored immediately, a firm timeline for resolution, and confirmation of what steps are being taken to rectify an error that was not of my making. .
Kind regards,
Junior
Mweb's replyOfficial
03 Jun 2026, 15:06 Hello there,Thank you for your patience while we responded on this platform.If you still require any assistance, please feel free to send us a private message. Please pardon our delayed response. Our team will review your query and provide further support as soon as possible.
Kind regards,
The Mweb Team
Kind regards,
The Mweb Team
Mweb's reply03 Jun 2026, 15:06
Official
Hello there,Thank you for your patience while we responded on this platform.If you still require any assistance, please feel free to send us a private message. Please pardon our delayed response. Our team will review your query and provide further support as soon as possible.
Kind regards,
The Mweb Team
Kind regards,
The Mweb Team