Urgent Assistance Needed to Resolve Mweb Issue

Dear Sir/Madam,

I hope this email finds you well. I am writing to seek urgent assistance in resolving a long-standing issue I have been experiencing with Mweb.

On 04 November 2024, I ordered a sim-only MTN 10mbps from Mweb, which unfortunately never functioned as intended despite my numerous attempts to get it connected. I have contacted Mweb's customer service on multiple occasions seeking assistance, but to no avail. Instead of resolving the issue, I have been faced with unhelpful service representatives who continuously transferred my calls from one department to another.

Furthermore, my last interaction with a representative named Steve was particularly unsatisfactory as he was rude and refused to escalate my concerns to a manager. As a result of this ongoing problem, I received a notification earlier this year indicating that I owe an amount of R689.54, which I attempted to address by contacting Mweb. However, my efforts were futile as I was met with further delays, being transferred between departments without a satisfactory resolution.

Subsequently, I have been informed by attorneys that I now owe R853.82, a fee that I am unable to justify as I have not been able to utilise the services provided by Mweb. Unfortunately, my attempts to communicate with Mweb via email have also been unsuccessful, as their email platform is currently under maintenance.

For your reference, I have attached a screenshot of the communication I received regarding the outstanding amount. I am unwilling to pay for a service that I have never been able to use, and I kindly request your immediate intervention to address this matter effectively.

Below are my contact details for your convenience: Name: Sihle Gwala ID Number: *** Contact Number: ***

I sincerely hope for a prompt and satisfactory resolution to this issue and appreciate your attention to this urgent matter. I look forward to your prompt response.

Yours sincerely,

Sihle Gwala