Unable to Cancel MWeb Services Despite Repeated Attempts

I have been a customer of MWeb for close to 20 years. Unfortunately, my recent experience attempting to cancel services has been deeply disappointing.

Following my retrenchment, I am no longer able to afford the services I have subscribed to via MWeb and have made multiple attempts to cancel them in good faith.

Over several days, I attempted to reach their call centre numerous times. I exhausted all available minutes on my VoIP line (approximately R70), which were used exclusively on calls to MWeb. During my final attempt, after waiting approximately 45 minutes and progressing from number 7 to number 3 in the queue, the call was terminated due to insufficient remaining call credit.

During an online chat with an MWeb agent, I was assured that a call would be arranged for 08h00 the following morning, before their cancellations department became busy. This call never materialised.

I have also attempted to submit my cancellation formally in writing. I attached a written cancellation notice to an online support chat, and I sent the same letter to the email address listed for MWeb on the ISPA website. That email bounced back, indicating the address is no longer active. MWeb does not appear to provide any customer-facing email address for formal correspondence.

At this point, I have made every reasonable effort to cancel my services using the channels made available to me. Due to financial constraints, I am no longer able to continue attempting prolonged telephonic contact. I am concerned that I am being effectively prevented from exercising my right to cancel services in good faith.

I am posting this publicly in the hope that MWeb will engage constructively, acknowledge receipt of my written cancellation, confirm the effective cancellation date, and advise on any final amounts due.