TK
Tameren K
1 reviews | Active since Dec 2023
23 Mar 2026, 09:10
Unfair Billing, Account Mismanagement & Collections Despite Unemployment Notification
I am extremely frustrated and disappointed with the way MWEB has handled our account.
My husband was in an accident and became unemployed, and we made every effort to inform MWEB of our situation. We contacted MWEB multiple times via phone calls, live chat on the app, and WhatsApp to explain that he was unemployed. We even sent an affidavit confirming his unemployment. We did everything we could to communicate and make them aware of our situation.
Despite all of this, MWEB still continued billing, attempted debit orders, and then handed the account over to LexMed Debt Management for collection. This was done even though we had already informed MWEB multiple times that my husband was unemployed and we were trying to manage the situation.
After my husband recently started working again, we requested reconnection of the service. Before the reconnection, we paid a R599 and the account showed a credit of R599, but after requesting reconnection, that amount was suddenly allocated as “bad debt recovered.” We were also required to pay a R250 reconnection fee, yet we have still not received proper assistance or resolution regarding the incorrect billing during the period when the WiFi service was suspended.
We cannot be held liable for MWEB’s poor account management and lack of communication between their departments. We made every effort to inform them and communicate our situation, yet nothing was done and now we are the ones suffering the consequences.
I am requesting the following urgently:
Refund of the R599 Refund of the R250 reconnection fee
This situation has been extremely stressful and completely unfair, and I expect this to be resolved urgently. We will not leave this until all refunds is repaid in full! If the full amount is not refunded, I will escalate this matter to ICASA and the National Consumer Commission, as this appears to be a recurring issue with MWEB. HelloPeter currently shows numerous similar complaints, which demonstrates that their billing and account management are clearly ***********.
Helpful (0)
Replies (16)0
Replies (16)
Mweb's replyOfficial
23 Mar 2026, 09:59Hi Tameren, we completely understand how stressful and frustrating this situation has been for you, especially given the efforts you made to communicate your husband’s circumstances and the challenges you faced with billing and account management. Your experience highlights serious concerns that deserve careful attention.
Please be assured that your case has been escalated to our complaints team, who will thoroughly investigate the matter and provide feedback on the points you’ve raised, including the R599 and R250 amounts. The team will ensure that all aspects of your account are reviewed so that a fair and accurate resolution can be reached.
We recognise the impact this has had on you, and your concerns are being treated with priority. Once the complaints team has completed their investigation, you will receive formal feedback outlining the outcome and next steps.
Kind regards,
The Mweb Team
The Mweb Team
Mweb's reply23 Mar 2026, 09:59
Official
Hi Tameren, we completely understand how stressful and frustrating this situation has been for you, especially given the efforts you made to communicate your husband’s circumstances and the challenges you faced with billing and account management. Your experience highlights serious concerns that deserve careful attention.
Please be assured that your case has been escalated to our complaints team, who will thoroughly investigate the matter and provide feedback on the points you’ve raised, including the R599 and R250 amounts. The team will ensure that all aspects of your account are reviewed so that a fair and accurate resolution can be reached.
We recognise the impact this has had on you, and your concerns are being treated with priority. Once the complaints team has completed their investigation, you will receive formal feedback outlining the outcome and next steps.
Kind regards,
The Mweb Team
The Mweb Team
TK
Tameren K's updateReviewer Update
23 Mar 2026, 10:13Thank you for acknowledging my complaint and escalating it to the appropriate team. I appreciate that the matter is being treated with priority.
I look forward to receiving formal feedback within 7 business days, failing which I will escalate this matter to ICASA, the National Consumer Commission, and continue to update HelloPeter.
I look forward to receiving formal feedback within 7 business days, failing which I will escalate this matter to ICASA, the National Consumer Commission, and continue to update HelloPeter.
TK
Tameren K's update23 Mar 2026, 10:13
Reviewer Update
Thank you for acknowledging my complaint and escalating it to the appropriate team. I appreciate that the matter is being treated with priority.
I look forward to receiving formal feedback within 7 business days, failing which I will escalate this matter to ICASA, the National Consumer Commission, and continue to update HelloPeter.
I look forward to receiving formal feedback within 7 business days, failing which I will escalate this matter to ICASA, the National Consumer Commission, and continue to update HelloPeter.
Mweb's replyOfficial
23 Mar 2026, 10:53Hi Tameren, thank you for your message. We understand the importance of your complaint and the urgency you’ve highlighted. The matter is now with our complaints team for review, who will carefully examine the details you’ve provided.
You will receive feedback from the complaints team once their investigation is complete. We appreciate your patience while this process is underway and are committed to ensuring your concerns are addressed appropriately.
Kind regards,
The Mweb Team
The Mweb Team
Mweb's reply23 Mar 2026, 10:53
Official
Hi Tameren, thank you for your message. We understand the importance of your complaint and the urgency you’ve highlighted. The matter is now with our complaints team for review, who will carefully examine the details you’ve provided.
You will receive feedback from the complaints team once their investigation is complete. We appreciate your patience while this process is underway and are committed to ensuring your concerns are addressed appropriately.
Kind regards,
The Mweb Team
The Mweb Team
TK
Tameren K's updateReviewer Update
07 Apr 2026, 12:04Good day,
I am following up on my previous communication, as I have still not received any response nor assistance.
At this point, I no longer require assistance with the service. I am formally requesting a full refund due to the lack of response and unresolved issues experienced.
Please process my refund without further delay.
I am following up on my previous communication, as I have still not received any response nor assistance.
At this point, I no longer require assistance with the service. I am formally requesting a full refund due to the lack of response and unresolved issues experienced.
Please process my refund without further delay.
TK
Tameren K's update07 Apr 2026, 12:04
Reviewer Update
Good day,
I am following up on my previous communication, as I have still not received any response nor assistance.
At this point, I no longer require assistance with the service. I am formally requesting a full refund due to the lack of response and unresolved issues experienced.
Please process my refund without further delay.
I am following up on my previous communication, as I have still not received any response nor assistance.
At this point, I no longer require assistance with the service. I am formally requesting a full refund due to the lack of response and unresolved issues experienced.
Please process my refund without further delay.
Mweb's replyOfficial
07 Apr 2026, 14:39Hello there.
Some messages over the Easter weekend may not have been responded to immediately. We want to reassure you that Mweb is fully committed to providing support and will address every query without delay.
This is an automated follow-up to make sure you are fully supported. Please send a private message for any assistance—we’ll reply as quickly as possible.
Kind regards,
The Mweb Team
The Mweb Team
Mweb's reply07 Apr 2026, 14:39
Official
Hello there.
Some messages over the Easter weekend may not have been responded to immediately. We want to reassure you that Mweb is fully committed to providing support and will address every query without delay.
This is an automated follow-up to make sure you are fully supported. Please send a private message for any assistance—we’ll reply as quickly as possible.
Kind regards,
The Mweb Team
The Mweb Team
Mweb's replyOfficial
07 Apr 2026, 15:07Hello Tameren.
We have logged a follow up with the complaints team who will continue to keep you posted directly via the complaints email trail on the next steps ASAP.
Kind regards,
The Mweb Team
We have logged a follow up with the complaints team who will continue to keep you posted directly via the complaints email trail on the next steps ASAP.
Kind regards,
The Mweb Team
Mweb's reply07 Apr 2026, 15:07
Official
Hello Tameren.
We have logged a follow up with the complaints team who will continue to keep you posted directly via the complaints email trail on the next steps ASAP.
Kind regards,
The Mweb Team
We have logged a follow up with the complaints team who will continue to keep you posted directly via the complaints email trail on the next steps ASAP.
Kind regards,
The Mweb Team
TK
Tameren K's updateReviewer Update
13 Apr 2026, 10:53It has now been several months, yet I have received absolutely no feedback, update, or resolution to date. This level of service is completely unacceptable. A generic holding response without any follow-through reflects poorly on MWEB’s commitment to customer service and accountability. This experience highlights serious shortcomings within your customer service team that require urgent attention and improvement.
I require immediate attention to this matter. Please provide:
- A clear update on the status of my complaint
- A definite timeline for resolution
Should I not receive a satisfactory response/resolution within 24 hours, I will have no option but to escalate this matter further to ICASA and pursue additional channels available to me, I am fed up with dealing with incompetence.
I expect urgent feedback.
TK
Tameren K's update13 Apr 2026, 10:53
Reviewer Update
It has now been several months, yet I have received absolutely no feedback, update, or resolution to date. This level of service is completely unacceptable. A generic holding response without any follow-through reflects poorly on MWEB’s commitment to customer service and accountability. This experience highlights serious shortcomings within your customer service team that require urgent attention and improvement.
I require immediate attention to this matter. Please provide:
- A clear update on the status of my complaint
- A definite timeline for resolution
Should I not receive a satisfactory response/resolution within 24 hours, I will have no option but to escalate this matter further to ICASA and pursue additional channels available to me, I am fed up with dealing with incompetence.
I expect urgent feedback.
Mweb's replyOfficial
13 Apr 2026, 13:00 Hello Tameren,
Thank you for taking the time to share your concerns, and we understand your frustration with the lack of feedback and the delay in resolving this matter, especially after waiting for an extended period without clear updates or timelines.
This has now been escalated to the Complaints Team as a matter of urgency, and they have been requested to provide you with direct feedback on the current status and next steps via the existing complaints email trail as soon as possible.
Kind regards,
The Mweb Team
Thank you for taking the time to share your concerns, and we understand your frustration with the lack of feedback and the delay in resolving this matter, especially after waiting for an extended period without clear updates or timelines.
This has now been escalated to the Complaints Team as a matter of urgency, and they have been requested to provide you with direct feedback on the current status and next steps via the existing complaints email trail as soon as possible.
Kind regards,
The Mweb Team
Mweb's reply13 Apr 2026, 13:00
Official
Hello Tameren,
Thank you for taking the time to share your concerns, and we understand your frustration with the lack of feedback and the delay in resolving this matter, especially after waiting for an extended period without clear updates or timelines.
This has now been escalated to the Complaints Team as a matter of urgency, and they have been requested to provide you with direct feedback on the current status and next steps via the existing complaints email trail as soon as possible.
Kind regards,
The Mweb Team
Thank you for taking the time to share your concerns, and we understand your frustration with the lack of feedback and the delay in resolving this matter, especially after waiting for an extended period without clear updates or timelines.
This has now been escalated to the Complaints Team as a matter of urgency, and they have been requested to provide you with direct feedback on the current status and next steps via the existing complaints email trail as soon as possible.
Kind regards,
The Mweb Team
TK
Tameren K's updateReviewer Update
13 Apr 2026, 14:24If a satisfactory resolution is not provided within 24 hours, I will proceed with escalating this matter to ICASA and pursue it through additional external channels. I have found other customers on HelloPeter who's experiencing similar issues, and we are prepared to take this matter further collectively.
TK
Tameren K's update13 Apr 2026, 14:24
Reviewer Update
If a satisfactory resolution is not provided within 24 hours, I will proceed with escalating this matter to ICASA and pursue it through additional external channels. I have found other customers on HelloPeter who's experiencing similar issues, and we are prepared to take this matter further collectively.
Mweb's replyOfficial
13 Apr 2026, 15:17Good afternoon, Tameren
Your follow-up and the urgency of your request are fully understood, especially given the time that has already passed without resolution and your intention to escalate the matter further.
The matter has been escalated for priority attention, and our Finance Team will be reaching out to you directly to provide further assistance and clarity on the status of your case and the way forward.
Kind regards,
The Mweb Team
Your follow-up and the urgency of your request are fully understood, especially given the time that has already passed without resolution and your intention to escalate the matter further.
The matter has been escalated for priority attention, and our Finance Team will be reaching out to you directly to provide further assistance and clarity on the status of your case and the way forward.
Kind regards,
The Mweb Team
Mweb's reply13 Apr 2026, 15:17
Official
Good afternoon, Tameren
Your follow-up and the urgency of your request are fully understood, especially given the time that has already passed without resolution and your intention to escalate the matter further.
The matter has been escalated for priority attention, and our Finance Team will be reaching out to you directly to provide further assistance and clarity on the status of your case and the way forward.
Kind regards,
The Mweb Team
Your follow-up and the urgency of your request are fully understood, especially given the time that has already passed without resolution and your intention to escalate the matter further.
The matter has been escalated for priority attention, and our Finance Team will be reaching out to you directly to provide further assistance and clarity on the status of your case and the way forward.
Kind regards,
The Mweb Team
TK
Tameren K's updateReviewer Update
22 Apr 2026, 07:40Good day,
I acknowledge your response, however, I am extremely dissatisfied with the continued lack of communication. I was advised that this matter was escalated and that your Finance Team would contact me directly, yet I have still received no contact whatsoever.
I acknowledge your response, however, I am extremely dissatisfied with the continued lack of communication. I was advised that this matter was escalated and that your Finance Team would contact me directly, yet I have still received no contact whatsoever.
While the R250 refund has been processed, there has been no explanation or resolution regarding the outstanding R599. This ongoing delay, combined with the absence of communication, is completely unacceptable.
Be advised that if this matter is not resolved immediately, with full clarification and payment of the outstanding amount, I will proceed with formal escalation through the relevant consumer protection channels without further notice.
I expect urgent feedback today, including confirmation of when the remaining funds will be refunded.
TK
Tameren K's update22 Apr 2026, 07:40
Reviewer Update
Good day,
I acknowledge your response, however, I am extremely dissatisfied with the continued lack of communication. I was advised that this matter was escalated and that your Finance Team would contact me directly, yet I have still received no contact whatsoever.
I acknowledge your response, however, I am extremely dissatisfied with the continued lack of communication. I was advised that this matter was escalated and that your Finance Team would contact me directly, yet I have still received no contact whatsoever.
While the R250 refund has been processed, there has been no explanation or resolution regarding the outstanding R599. This ongoing delay, combined with the absence of communication, is completely unacceptable.
Be advised that if this matter is not resolved immediately, with full clarification and payment of the outstanding amount, I will proceed with formal escalation through the relevant consumer protection channels without further notice.
I expect urgent feedback today, including confirmation of when the remaining funds will be refunded.
Mweb's replyOfficial
22 Apr 2026, 09:07Hi Tameren, we understand your frustration regarding the lack of communication and the outstanding refund amount.
We’ve escalated this again to our billing team to review the remaining R599 and provide clear feedback directly to the account holder. They will investigate the status of the outstanding refund and provide a full update with clarity on the next steps.
We appreciate your patience while this is being addressed and will ensure feedback is provided as soon as it is received from the team.
Kind regards,
The Mweb Team
The Mweb Team
Mweb's reply22 Apr 2026, 09:07
Official
Hi Tameren, we understand your frustration regarding the lack of communication and the outstanding refund amount.
We’ve escalated this again to our billing team to review the remaining R599 and provide clear feedback directly to the account holder. They will investigate the status of the outstanding refund and provide a full update with clarity on the next steps.
We appreciate your patience while this is being addressed and will ensure feedback is provided as soon as it is received from the team.
Kind regards,
The Mweb Team
The Mweb Team
TK
Tameren K's updateReviewer Update
22 Apr 2026, 09:22 I have had enough of the ongoing delays and generic responses. This matter has been handled with a complete lack of urgency and accountability.
Despite being advised that this was escalated, I have received no meaningful communication, and the full refund remains outstanding.
I am now escalating this matter through the relevant consumer protection channels and submitting formal complaints regarding the service and handling of this case. As well as repost your incompetence on every social platform.
This matter is no longer open for internal follow-ups alone, it is being dealt with externally.
TK
Tameren K's update22 Apr 2026, 09:22
Reviewer Update
I have had enough of the ongoing delays and generic responses. This matter has been handled with a complete lack of urgency and accountability.
Despite being advised that this was escalated, I have received no meaningful communication, and the full refund remains outstanding.
I am now escalating this matter through the relevant consumer protection channels and submitting formal complaints regarding the service and handling of this case. As well as repost your incompetence on every social platform.
This matter is no longer open for internal follow-ups alone, it is being dealt with externally.
Mweb's replyOfficial
22 Apr 2026, 09:31Hi Tameren, we understand your frustration regarding the ongoing delay and the lack of progress on the outstanding refund.
This matter has already been escalated to our billing team for urgent review, and it remains active with them. They are currently working through the account details to confirm the status of the remaining R599 and determine the appropriate outcome.
Once their review is complete, they will provide a direct update with clear feedback and the next steps.
Kind regards,
The Mweb Team
Mweb's reply22 Apr 2026, 09:31
Official
Hi Tameren, we understand your frustration regarding the ongoing delay and the lack of progress on the outstanding refund.
This matter has already been escalated to our billing team for urgent review, and it remains active with them. They are currently working through the account details to confirm the status of the remaining R599 and determine the appropriate outcome.
Once their review is complete, they will provide a direct update with clear feedback and the next steps.
Kind regards,
The Mweb Team
TK
Tameren K's updateReviewer Update
22 Apr 2026, 17:56I'VE NEVER MET THIS LEVEL OF INCOMPETENCE!!!
My husband was contacted today and informed that the R599 refund was allocated towards arrears. This is unacceptable given the circumstances previously communicated to your team on multiple occasions, including the fact that he was involved in an accident, is currently unemployed, and the service was not active during the period in question.
We are struggling to understand how billing continued for a service that was not in use, despite you being informed of both the financial hardship and the service issues.
Furthermore, the call provided no resolution, and he was simply advised to contact the billing department regarding the refund. This raises serious concerns about the purpose of the call and the lack of coordination within your internal teams.
We require a proper explanation of:
*Why billing continued while the service was reportedly inactive
*How the R599 was allocated to arrears under these circumstances
*Why previous communications regarding unemployment and service issues were not taken into account
*A clear resolution regarding the refund and account status.
This matter is now being treated as formally escalated and requires urgent resolution without further delay or referral between departments. Act accordingly!
TK
Tameren K's update22 Apr 2026, 17:56
Reviewer Update
I'VE NEVER MET THIS LEVEL OF INCOMPETENCE!!!
My husband was contacted today and informed that the R599 refund was allocated towards arrears. This is unacceptable given the circumstances previously communicated to your team on multiple occasions, including the fact that he was involved in an accident, is currently unemployed, and the service was not active during the period in question.
We are struggling to understand how billing continued for a service that was not in use, despite you being informed of both the financial hardship and the service issues.
Furthermore, the call provided no resolution, and he was simply advised to contact the billing department regarding the refund. This raises serious concerns about the purpose of the call and the lack of coordination within your internal teams.
We require a proper explanation of:
*Why billing continued while the service was reportedly inactive
*How the R599 was allocated to arrears under these circumstances
*Why previous communications regarding unemployment and service issues were not taken into account
*A clear resolution regarding the refund and account status.
This matter is now being treated as formally escalated and requires urgent resolution without further delay or referral between departments. Act accordingly!
Mweb's replyOfficial
23 Apr 2026, 08:48Hi Tameren,
Thank you for bringing this matter to our attention. We fully acknowledge how upsetting and unacceptable this experience has been, particularly given the financial hardship and service challenges that were previously communicated. We understand the frustration caused by the billing continuation, the refund allocation, and the lack of a clear resolution during the call, and we recognise the impact this has had on you and your family.
The additional concerns raised have been formally noted, and the Billing Team has been notified accordingly. They have been requested to reach out directly to you to provide clarity around the billing during the inactive service period, the allocation of the R599 refund, and the current account status, as well as to work towards a clear and appropriate resolution without further delays or unnecessary referrals.
Your feedback regarding the lack of coordination between teams and the handling of this matter will be shared with our Service Quality Team for review and corrective action, as this does not align with the standard of service Mweb aims to provide.
Should you require any further assistance or wish to follow up, please feel free to engage with us via direct messaging on Hello Peter, and we will ensure your query continues to receive the necessary attention.
Kind regards,
Mweb Team
Thank you for bringing this matter to our attention. We fully acknowledge how upsetting and unacceptable this experience has been, particularly given the financial hardship and service challenges that were previously communicated. We understand the frustration caused by the billing continuation, the refund allocation, and the lack of a clear resolution during the call, and we recognise the impact this has had on you and your family.
The additional concerns raised have been formally noted, and the Billing Team has been notified accordingly. They have been requested to reach out directly to you to provide clarity around the billing during the inactive service period, the allocation of the R599 refund, and the current account status, as well as to work towards a clear and appropriate resolution without further delays or unnecessary referrals.
Your feedback regarding the lack of coordination between teams and the handling of this matter will be shared with our Service Quality Team for review and corrective action, as this does not align with the standard of service Mweb aims to provide.
Should you require any further assistance or wish to follow up, please feel free to engage with us via direct messaging on Hello Peter, and we will ensure your query continues to receive the necessary attention.
Kind regards,
Mweb Team
Mweb's reply23 Apr 2026, 08:48
Official
Hi Tameren,
Thank you for bringing this matter to our attention. We fully acknowledge how upsetting and unacceptable this experience has been, particularly given the financial hardship and service challenges that were previously communicated. We understand the frustration caused by the billing continuation, the refund allocation, and the lack of a clear resolution during the call, and we recognise the impact this has had on you and your family.
The additional concerns raised have been formally noted, and the Billing Team has been notified accordingly. They have been requested to reach out directly to you to provide clarity around the billing during the inactive service period, the allocation of the R599 refund, and the current account status, as well as to work towards a clear and appropriate resolution without further delays or unnecessary referrals.
Your feedback regarding the lack of coordination between teams and the handling of this matter will be shared with our Service Quality Team for review and corrective action, as this does not align with the standard of service Mweb aims to provide.
Should you require any further assistance or wish to follow up, please feel free to engage with us via direct messaging on Hello Peter, and we will ensure your query continues to receive the necessary attention.
Kind regards,
Mweb Team
Thank you for bringing this matter to our attention. We fully acknowledge how upsetting and unacceptable this experience has been, particularly given the financial hardship and service challenges that were previously communicated. We understand the frustration caused by the billing continuation, the refund allocation, and the lack of a clear resolution during the call, and we recognise the impact this has had on you and your family.
The additional concerns raised have been formally noted, and the Billing Team has been notified accordingly. They have been requested to reach out directly to you to provide clarity around the billing during the inactive service period, the allocation of the R599 refund, and the current account status, as well as to work towards a clear and appropriate resolution without further delays or unnecessary referrals.
Your feedback regarding the lack of coordination between teams and the handling of this matter will be shared with our Service Quality Team for review and corrective action, as this does not align with the standard of service Mweb aims to provide.
Should you require any further assistance or wish to follow up, please feel free to engage with us via direct messaging on Hello Peter, and we will ensure your query continues to receive the necessary attention.
Kind regards,
Mweb Team