ND
Nicky D
1 reviews | Active since May 2017
01 Apr 2026, 09:57
Urgent Complaint Regarding Package Upgrade and Customer Service
I am writing to formally express my dissatisfaction with the handling of my recent package upgrade request.
On the 23rd, I spoke with a consultant who advised me to wait until the 31st to process my upgrade to avoid any double deductions. I requested that the consultant call me on that date to discuss the upgrade further. However, on the 24th, I was informed by another consultant that the upgrade could indeed be processed before the 31st, with an effective date of April 1st. This information was confirmed, and I received an SMS stating that everything was in order and no further action was required from my end.
To my surprise, on April 1st, I was still debited the usual premium. When I contacted Mweb, I was told there was an error, and it was later revealed that the SMS confirming my upgrade had not gone through. I requested that a manager contact me to resolve this issue, but no one has reached out.
I called the call center again and spoke with Tamika, who informed me that my call could not be transferred to a manager. I have now spent 41 minutes on hold without being able to speak to a superior.
This experience has been incredibly frustrating, and I expect a prompt resolution. I request that a manager contact me directly to address these issues.
Helpful (0)
Replies (7)0
Replies (7)
Mweb's replyOfficial
01 Apr 2026, 11:27Hello Nicky.
We completely understand how frustrating this situation has been. Being given conflicting information, receiving a failed SMS confirmation, and spending over 40 minutes on hold without speaking to a manager is not the experience we want for our customers. Please send us a private message with the registered email address linked to your account so we can access your profile and escalate this directly. A manager will review your case and contact you to resolve the upgrade issue and ensure any incorrect billing is corrected promptly.
Kind regards,
The Mweb Team
We completely understand how frustrating this situation has been. Being given conflicting information, receiving a failed SMS confirmation, and spending over 40 minutes on hold without speaking to a manager is not the experience we want for our customers. Please send us a private message with the registered email address linked to your account so we can access your profile and escalate this directly. A manager will review your case and contact you to resolve the upgrade issue and ensure any incorrect billing is corrected promptly.
Kind regards,
The Mweb Team
Mweb's reply01 Apr 2026, 11:27
Official
Hello Nicky.
We completely understand how frustrating this situation has been. Being given conflicting information, receiving a failed SMS confirmation, and spending over 40 minutes on hold without speaking to a manager is not the experience we want for our customers. Please send us a private message with the registered email address linked to your account so we can access your profile and escalate this directly. A manager will review your case and contact you to resolve the upgrade issue and ensure any incorrect billing is corrected promptly.
Kind regards,
The Mweb Team
We completely understand how frustrating this situation has been. Being given conflicting information, receiving a failed SMS confirmation, and spending over 40 minutes on hold without speaking to a manager is not the experience we want for our customers. Please send us a private message with the registered email address linked to your account so we can access your profile and escalate this directly. A manager will review your case and contact you to resolve the upgrade issue and ensure any incorrect billing is corrected promptly.
Kind regards,
The Mweb Team
Mweb's replyOfficial
01 Apr 2026, 17:13Hello Nicky,
Thank you for your message and for sharing your frustration . We completely understand how upsetting it is to wait for a call and not receive one as expected. We really want to provide you with the assistance you require.
To ensure we handle this correctly and arrange for the right team to assist you, could you please confirm whether you would like to proceed with the upgrade request or the cancellation? Once we have your confirmation, we can make the relevant arrangements and provide the support needed.
We appreciate your patience while we work to resolve this matter.
Kind regards,
The Mweb Team
Thank you for your message and for sharing your frustration . We completely understand how upsetting it is to wait for a call and not receive one as expected. We really want to provide you with the assistance you require.
To ensure we handle this correctly and arrange for the right team to assist you, could you please confirm whether you would like to proceed with the upgrade request or the cancellation? Once we have your confirmation, we can make the relevant arrangements and provide the support needed.
We appreciate your patience while we work to resolve this matter.
Kind regards,
The Mweb Team
Mweb's reply01 Apr 2026, 17:13
Official
Hello Nicky,
Thank you for your message and for sharing your frustration . We completely understand how upsetting it is to wait for a call and not receive one as expected. We really want to provide you with the assistance you require.
To ensure we handle this correctly and arrange for the right team to assist you, could you please confirm whether you would like to proceed with the upgrade request or the cancellation? Once we have your confirmation, we can make the relevant arrangements and provide the support needed.
We appreciate your patience while we work to resolve this matter.
Kind regards,
The Mweb Team
Thank you for your message and for sharing your frustration . We completely understand how upsetting it is to wait for a call and not receive one as expected. We really want to provide you with the assistance you require.
To ensure we handle this correctly and arrange for the right team to assist you, could you please confirm whether you would like to proceed with the upgrade request or the cancellation? Once we have your confirmation, we can make the relevant arrangements and provide the support needed.
We appreciate your patience while we work to resolve this matter.
Kind regards,
The Mweb Team
Mweb's replyOfficial
02 Apr 2026, 08:41Hi Nicky, we understand that you’d like direct assistance from the Upgrades team to move things forward efficiently. We’ve noted your request and will ensure that a representative from the Upgrades department contacts you to discuss your query and provide the necessary guidance. This will allow you to get clarity on the next steps and any actions required on your account. Please have any relevant details or reference numbers ready when they reach out, so the conversation can be as productive as possible. Kind regards,
The Mweb Team
The Mweb Team
Mweb's reply02 Apr 2026, 08:41
Official
Hi Nicky, we understand that you’d like direct assistance from the Upgrades team to move things forward efficiently. We’ve noted your request and will ensure that a representative from the Upgrades department contacts you to discuss your query and provide the necessary guidance. This will allow you to get clarity on the next steps and any actions required on your account. Please have any relevant details or reference numbers ready when they reach out, so the conversation can be as productive as possible. Kind regards,
The Mweb Team
The Mweb Team
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Nicky D's updateReviewer Update
02 Apr 2026, 12:13Once again, I haven't received any communication from you, and it seems you've gone ahead with the cancellation. I've attempted to reach out via phone and live chat, but no one is responding. I've spent over an hour on the line only to be transferred back into the queue. Your customer service is incredibly disappointing.
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Nicky D's update02 Apr 2026, 12:13
Reviewer Update
Once again, I haven't received any communication from you, and it seems you've gone ahead with the cancellation. I've attempted to reach out via phone and live chat, but no one is responding. I've spent over an hour on the line only to be transferred back into the queue. Your customer service is incredibly disappointing.
Mweb's replyOfficial
02 Apr 2026, 12:19Hi Nicky, we completely understand how frustrating it must be to feel disconnected from support, especially after spending so much time trying to reach us.We’ve checked your account and can confirm that a new order has been placed. Our team is committed to ensuring it is processed promptly, and we’ll continue to monitor it to make sure your service is activated smoothly.Kind regards,
The Mweb Team
The Mweb Team
Mweb's reply02 Apr 2026, 12:19
Official
Hi Nicky, we completely understand how frustrating it must be to feel disconnected from support, especially after spending so much time trying to reach us.We’ve checked your account and can confirm that a new order has been placed. Our team is committed to ensuring it is processed promptly, and we’ll continue to monitor it to make sure your service is activated smoothly.Kind regards,
The Mweb Team
The Mweb Team
ND
Nicky D's updateReviewer Update
02 Apr 2026, 12:22It would have been helpful if someone had reached out to me as originally requested. The fact remains that I still haven't been contacted.
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Nicky D's update02 Apr 2026, 12:22
Reviewer Update
It would have been helpful if someone had reached out to me as originally requested. The fact remains that I still haven't been contacted.
Mweb's replyOfficial
02 Apr 2026, 12:31Hi Nicky, we completely understand how frustrating it must be not to have been contacted as you originally requested. We acknowledge the time and effort you’ve already spent trying to get assistance, and we want to ensure your query is addressed properly. To resolve this as quickly as possible, we’ve requested that a member of our team reach out to you directly. They will work with you to provide the support you need and make sure your concerns are handled promptly. We truly value you as a customer and appreciate your patience while we prioritise your case. Kind regards,
The Mweb Team
The Mweb Team
Mweb's reply02 Apr 2026, 12:31
Official
Hi Nicky, we completely understand how frustrating it must be not to have been contacted as you originally requested. We acknowledge the time and effort you’ve already spent trying to get assistance, and we want to ensure your query is addressed properly. To resolve this as quickly as possible, we’ve requested that a member of our team reach out to you directly. They will work with you to provide the support you need and make sure your concerns are handled promptly. We truly value you as a customer and appreciate your patience while we prioritise your case. Kind regards,
The Mweb Team
The Mweb Team