Unacceptable Delays and Lack of Communication

I contacted MWeb on Monday, 31 August, to place an order for fibre. I was advised that I would receive a payment link within 24 hours so that the process could proceed. It is now five days later, and I have still not received the payment link. During this period, I have followed up daily, only to receive the same response: “The payment link is still not available.” At no point have I received a proper explanation for the delay, an apology, or any indication of when this issue will actually be resolved. This is particularly concerning because this is a business that has been without internet for five days. The lack of connectivity is directly affecting our ability to operate, communicate with customers, process orders, and conduct our business. I understand that technical or administrative delays can sometimes occur. What I find unacceptable is the complete lack of urgency, ownership and empathy shown towards a customer who has repeatedly explained the impact this is having on their business. Five days without internet is not a minor inconvenience for a business, and being told repeatedly that a payment link is “still not available” without any further explanation or assistance is simply not an acceptable level of service. I sincerely hope this complaint reaches someone who understands that behind every service request is a customer and, in this case, a business that is losing valuable operating time because of a process that should have taken 24 hours. Is there truly no service provider that recognises the urgency of a situation like this and treats its customers with a little more empathy and accountability?

I look forward to an urgent response and resolution.