Unresolved Billing Errors and Appalling Customer Service

I am beyond frustrated with the utter incompetence and complete lack of accountability I have experienced with Mweb regarding my billing and account management (Account ***).

What started as a simple retention query has snowballed into an administrative nightmare, unauthorized debits, and hours wasted on hold with no resolution in sight.

Here is a breakdown of the ordeal:

Billing Chaos: After navigating a previous cancellation mix-up where my Vumatel product was mistakenly processed for cancellation, I decided to keep the product active and re-activated the account. Despite my combined monthly services totaling R1,084 (R659 for my retained product plus R425), I was billed R1,509 at the end of July—which included duplicate R425 debits for July and August. Today, the confusion deepened when I was debited an entirely incorrect amount of R1,551, which bears no resemblance to my actual product costs. Appalling Call Center Experience: When I tried to get answers, I waited 20 minutes on hold to speak to an agent named Rizaan, only for the call to drop the exact moment she was about to investigate. Chat Incompetence: I simultaneously reached out via the Mweb app chat. Tiffanie transferred me to a retention agent without any explanation. After being left hanging for nearly 30 minutes (from 16:24 to 16:52), the agent greeted me, incorrectly assumed I wanted to cancel my account, and then transferred me back to the billing department without listening. Meanwhile, my voice call had reached 1 hour and 25 minutes of holding before I had to hang up and call back. Ghost Services and Refusal of Management: When I finally spoke to another agent named Neon after a 9-minute wait, he kept me on hold for another 20 minutes before claiming there is a third, unrequested service scheduled to activate on September 4th that is currently inactive. I never requested a third service. When I asked for a turnaround time to resolve this unauthorized addition, Neon could not provide one. Worse still, when I demanded to speak to a manager, he flat out refused to transfer me. Abruptly Cut Off: Neon transferred me to a sales agent, Alister, promising to brief him first. Alister was just as confused, put me on hold, and abruptly, the voice message system announced that the sales department was closed and the call disconnected—leaving me completely abandoned with zero resolution.

I am paying for services I did not authorize, being charged random inflated amounts, and being bounced between clueless agents, dropped calls, and unhelpful chat loops while being denied access to management.

Mweb, I expect an urgent investigation into these incorrect debits, an immediate reversal of any unauthorized products on my profile, and a prompt call from a senior manager to resolve this once and for all.