URGENT: Incorrect Cancellation Fee and Ongoing Billing Issue – MWB***1

I am extremely frustrated and disappointed with the way my account issue has been handled since 12 August. I have been passed from department to department without receiving any meaningful assistance or resolution, despite making numerous attempts to have this matter corrected before my next debit date.

I initially requested a move of address, which was processed successfully. However, I was subsequently billed for both my old address and my new address. I therefore contacted MWEB to request that the service at my old address be removed, as I no longer reside there.

To my absolute frustration, I was then charged a R2,042 cancellation fee. This charge is incorrect and unacceptable. I have not cancelled my MWEB subscription. I simply moved my service to a new address and requested that the old address be removed from my account. These are two completely different matters, and I should not be penalised for moving my existing service.

Since 12 August, I have repeatedly contacted MWEB in an effort to resolve this before my debit order is processed, specifically because I do not want to be charged additional incorrect amounts. Instead, I have been transferred between various departments, including Sales, Provisioning and Billing, with no resolution.

The Provisioning Department provided me with reference MWB***1 and advised me that the matter had been escalated. I was assured that someone would contact me, yet no one has contacted me to date. I have also dealt with Agent #***4 and Agent #***3, both of whom advised that the matter had been escalated, but the issue remains unresolved.

This level of service is completely unacceptable. I have made every effort to resolve this matter through the correct channels, yet I continue to receive the same response that the issue has been “escalated” without any follow-up or resolution.

I now require MWEB to urgently:

Remove the incorrect R2,042 cancellation fee from my account. Correct any duplicate or incorrect billing resulting from the move of address. Confirm that my existing subscription remains active and that I have not cancelled my service. Ensure that I am not debited for any incorrect or disputed charges. Provide me with a written explanation and confirmation that my account has been corrected. Have a competent representative contact me urgently to resolve this matter instead of simply escalating it again without follow-up. I have been patient since 12 August, but my patience has now run out. I should not have to repeatedly call MWEB and explain the same issue to different departments simply to have an obvious billing error corrected. Please treat this as an urgent formal complaint and resolve it before my next debit date. I expect a proper response and resolution, not another generic escalation with no follow-up.

I look forward to receiving confirmation that the R2,042 charge has been reversed and that my account has been corrected without any further unnecessary delays.