Urgent Complaint Regarding Ongoing Billing and Service Issues

I am extremely dissatisfied with the ongoing issues I have experienced with MWEB and the complete lack of effective customer support in resolving them.

My account continues to be suspended for “non-payment”; however, I have repeatedly informed MWEB that the issue stems from funds being debited from my account on the incorrect date. I was clear from the outset regarding the agreed debit date, yet MWEB appears to have changed this without any consultation or authorization from me.

I have attempted to resolve this issue through your website, but to no avail. I then attempted to contact your so-called support line — which is not even toll-free — only to be met with automated responses repeatedly stating that I was “first in the queue.” I remained on hold for 40 minutes listening to repetitive hold music before my airtime eventually ran out. It is completely unreasonable to expect customers to remain on a non-toll-free line for such an excessive period of time, especially when no assistance is ultimately provided.

What is even more unacceptable is that my issue remains unresolved, meaning my account will likely continue being suspended due to an administrative problem caused entirely by MWEB.

Unfortunately, this is not the first issue I have experienced with your company. From the very beginning of signing up with MWEB, I have encountered continuous service failures and poor communication. It took approximately three months for my router to be set up, during which time I had to repeatedly attempt to contact your company with little to no assistance.

Additionally, my internet line frequently drops, yet I receive no credit or compensation for the periods during which I am forced to purchase mobile data in order to continue working from home — despite paying close to R1000 per month for a service that is clearly unreliable.

At this stage, I am seriously questioning whether MWEB takes its customers seriously at all. The level of service I have received has been consistently disappointing, unprofessional, and entirely unacceptable.

I require this matter to be urgently investigated and resolved immediately, including:

> Correction of the debit date on my account; > Correction of the debited account details; > MWEB must further provide an emailed INVOICE every month. > Assurance that my account will no longer be wrongly suspended; > Proper resolution of the recurring connectivity issues; and > Appropriate consideration regarding the service interruptions and additional costs I have incurred as a result of MWEB’s failures.

I expect a prompt response and a permanent resolution to these ongoing issues.