Two Hours for a Booster? MWEB’s Customer Service Needs a Major Overhaul

I don’t know where to start. I’ve just spent two hours chatting with MWEB support, hoping to buy a simple booster, and I’m honestly stunned by how badly this was handled. I’m writing this review so no one else has to go through what I did today.

It all started promptly at 8:00 AM, when I went online hoping to make a quick purchase. I needed a booster, simple as that. Unfortunately, it didn’t go as smoothly as I had hoped. From the get-go, I was bounced around from one agent to another, each with their own “solution” that didn’t really address my problem. Each time I thought I was making progress, the conversation would take a wrong turn, and I was sent in circles.

At one point, I finally got in touch with an agent named Zandile, and for a moment, I thought I had found a lifeline. Zandile introduced themselves and asked how they could assist, and I explained again that I just wanted to buy a booster.

Zandile’s initial response? “Sorry, MWEB doesn’t offer that service anymore. You’ll have to buy your own and set it up yourself.”

To say I was disappointed would be an understatement. I asked why they didn’t offer it, and apparently, MWEB stopped the service a while back. Fine. But then, Zandile suggested I just buy a booster from places like Takealot or Makro, which to me felt like a dead end. But I still held onto a sliver of hope.

Then, right around 9:00 AM, Zandile came back and said, “Actually, MWEB does offer the service!” At this point, I was exhausted but relieved that there might be a solution. The conversation dragged on for an hour, with me feeling like I was going through a maze of miscommunication and confusion.

Now, here’s the kicker: this whole back-and-forth felt like something you’d expect from a government department, not a premium service provider. We live in a time where decent customer service is increasingly rare, and what’s more frustrating is that we’re paying a premium for this experience. I mean, how many agents and how many hours does it take just to buy a booster?

I’m still waiting to see if anything actually comes of this, but my faith in MWEB has completely tanked. The process should’ve been quick, simple, and efficient. Instead, I’ve lost hours of my day and am still no closer to getting what I wanted.

To MWEB: If this is the “service” you provide, I honestly question how you’ve managed to stay in business. Fix your customer service or expect a lot more frustrated customers like me.