Unwanted debit orders been taken off

Good Day. Just before lockdown my partner and I just moved into our first home together and we decided to get Mweb Internet. So we app****, however since the application we had no communication from Mweb's installers or consultants regarding the installation. A month went by and we decided to leave the internet as we were not contacted at all and received no communication. Just to find out that on the 19/05/2020 there was an amount of R301.06 taken out of my account by mweb! We then contacted a call center agent and asked why there was money taken out of my account as we have had no communication from any one from mweb?! The consultant then told us that on their system it says that the "installation" was done on the 15/05/2020 of which there was not as like i said we had no communication from them, we then advised the consultant to please send out the installer that said they have done the "Installation" at our home to come and see that there has been nothing done!! The consultant then apologized and told us that he will reverse the amount and cancel our debit order, we thanked him and the phone call ended.

Then on the 30/05/2020 yet again money was taken from my account R850.06 from Mweb!! Confused as we thought the debit order was cancelled and the problem was solved, we contacted Mweb's call center again just to hear the same thing all over again and just to explain the same thing all over again! We once again advised the consultant to send out the installer who thinks he did our "installation" to come and see that he was in the wrong! We also asked if the form that should of been signed by me after the so called "installation" was done. Just to hear that the consultant has sent our query to the billing department and that she will send us the reference number via sms. This call was on the 08/06/2020our ref number was MWB***7. she then hanged up the phone.

On the 15/06/2020we contacted the call center again as we have had no communication regarding the call made on the 8th. Just to hear the same damn story and having to explain the same damn thing again!!! The consultant then said he does not understand why the previous consultant did not just transfer us to the billing department as he did where we were on hold for about an hour before the phone call got disconnected. We then contacted the call center again twice and both times the phone got dropped on us. After that we sent a message on Hello Peter where "shockingly" we saw that a agent from mweb was looking at the complaint and yet nothing was done.

Then again on the 01/07/2020 there was another debit order of R462.00 taken out of my account.. Where i then contacted my bank and unfortunately they can only revers the amount and not cancel the debit order which i have been trying for 2months now to do with Mweb!!

on the 01/07/2020 I sent an email and received a reference number MWB***6, I also sent a message on Facebook messenger and on Istagram. I received a response on facebook messenger on the 02/07/2020 where i was told that my ticket of my first query that was done on the 08/06/2020 was still open and that the person has added all the info I have given to the open ticket. That same at 16:26 i received a phone call from a mweb call center agent asking me the same questions that I have explained about 4 to 6 times already, we were not even on the call for about a min then the call got disconnected "shockingly" I was never contacted back. Yesterday sent another email and Facebook message. My new reference number is MWB***1 and once again today on the 08/07/2020 at 02:01 a R549.00 was taken out of my account from Mweb!!!

I am not one for complaining, but we have been struggling with just a simple reversal and disconnection of a debit order for over 2 months now really! Mweb is taking money that I as a soul provider for my family can not afford to lose.

PLEASE CAN SOMEONE HELP ME!!!