Urgent Complaint and Immediate Cancellation Request – Unauthorized Debit and Poor Customer Service

Dear Hello Peter Support Team,

I am writing to formally lodge a complaint and request the immediate cancellation of my Mweb subscription prior to activation. I would like to provide full context to explain my frustration.

I subscribed to Mweb services with a clearly agreed activation date of 25 February 2026, as I am still using until that date. It was explicitly agreed that billing and debit orders would only commence upon activation. Despite this, a debit order was attempted before the activation date, which resulted in a bounced transaction and bank charges on my account. This attempt was unauthorized, and I did not give any mandate for billing prior to 25 February. In addition to this billing issue, the customer service I have received has been extremely disappointing:

• The WhatsApp support system assigns different agents but does not provide effective assistance. • When I was finally contacted by an agent, I was transferred to the billing team but left on hold for an extended period with no response. I was forced to end the call because no one attended to me. When I tried to call directly, the same thing happened. I tried the live chat on the App ,still no feedback. I can only imagine how the support service will be once I am activated and using them. • Overall, it has been extremely difficult to get any feedback or meaningful assistance regarding this issue. This combination of unauthorized debit attempts and poor customer support has caused significant frustration and a complete lack of confidence in proceeding with Mweb. As such, I urgently request the following: 1. Immediate cancellation of my subscription prior to activation, with no penalties because I have not used their services yet. 2. Written confirmation that no further debit attempts will be made before 25 February 2026 and after the date. 3. Reversal of all charges incurred as a result of the premature debit attempt. 4. Prompt, written confirmation of resolution and cancellation.

Kind regards, Tears Maite Nghamuni