KL
Kyle L
1 reviews | Active since Sept 2018
01 Apr 2026, 18:01
Urgent: Recurring Billing Discrepancy on My Accoun
Dear MWEB Support Team,
I am writing to bring urgent attention to a recurring billing discrepancy on my account, which appears to have happened again this month.
As experienced previously, the full monthly subscription amount does not seem to have been correctly deducted, despite sufficient funds being available and no missed payment on my side. Based on past experience, this type of error has resulted in my account being incorrectly placed into arrears and my service being suspended.
At this stage, my service is still active, but I want to address this proactively before any incorrect suspension occurs.
I would appreciate your urgent assistance with the following:
• A review of this month’s billing to confirm whether the correct amount has been deducted • Immediate correction of any discrepancies on my account • Confirmation that my account will not be placed into arrears or suspended due to this issue
Given that this has now happened more than once, I am concerned about a recurring fault in the billing process. I would also appreciate clarity on what measures will be put in place to prevent this from happening again.
If this matter is not resolved and results in a service disruption, I will have no choice but to escalate the complaint to the Independent Communications Authority of South Africa (ICASA).
I look forward to your prompt response and resolution before this impacts my service.
I will be expecting a call ***
Kind regards, Kyle Leeman
Helpful (0)
Replies (5)0
Replies (5)
Mweb's replyOfficial
02 Apr 2026, 09:06Hi Kyle, we completely understand your concern regarding the recurring billing discrepancy and the impact it could have on your service. We recognise how important it is for your account to be accurate and uninterrupted, and we appreciate you bringing this to our attention proactively. Please be assured that this matter has now been escalated to our Complaints Team for urgent review. They will investigate the billing issue thoroughly, ensure any discrepancies are corrected, and take the necessary steps to prevent this from happening in the future. We are committed to resolving this promptly and ensuring your account remains in good standing while the investigation is underway. Kind regards,
The Mweb Team
The Mweb Team
Mweb's reply02 Apr 2026, 09:06
Official
Hi Kyle, we completely understand your concern regarding the recurring billing discrepancy and the impact it could have on your service. We recognise how important it is for your account to be accurate and uninterrupted, and we appreciate you bringing this to our attention proactively. Please be assured that this matter has now been escalated to our Complaints Team for urgent review. They will investigate the billing issue thoroughly, ensure any discrepancies are corrected, and take the necessary steps to prevent this from happening in the future. We are committed to resolving this promptly and ensuring your account remains in good standing while the investigation is underway. Kind regards,
The Mweb Team
The Mweb Team
KL
Kyle L's updateReviewer Update
03 Apr 2026, 09:31But I am still waiting for call to have this resolved I still see the billing mess up so this is the type of service I can expect because all you do is responded but not actual outcome
KL
Kyle L's update03 Apr 2026, 09:31
Reviewer Update
But I am still waiting for call to have this resolved I still see the billing mess up so this is the type of service I can expect because all you do is responded but not actual outcome
Mweb's replyOfficial
07 Apr 2026, 14:41 Hello there. Some messages over the Easter weekend may not have been responded to immediately. We want to reassure you that Mweb is fully committed to providing support and will address every query without delay.This is an automated follow-up to make sure you are fully supported. Please send a private message for any assistance—we’ll reply as quickly as possible.Kind regards,
The Mweb Team
The Mweb Team
Mweb's reply07 Apr 2026, 14:41
Official
Hello there. Some messages over the Easter weekend may not have been responded to immediately. We want to reassure you that Mweb is fully committed to providing support and will address every query without delay.This is an automated follow-up to make sure you are fully supported. Please send a private message for any assistance—we’ll reply as quickly as possible.Kind regards,
The Mweb Team
The Mweb Team
KL
Kyle L's updateReviewer Update
21 Apr 2026, 18:52Dear MWEB Support Team,
I am writing to formally raise an urgent complaint regarding the disconnection of my internet service, which is both unjustified and a direct result of a billing error on your side.
In the latest billing cycle, an incorrect (lower) amount was deducted from my account. This was not due to any action or negligence on my part. At no point was I informed that the amount deducted was insufficient, nor was I given an opportunity to rectify the shortfall before my service was disconnected.
To be clear:
- Payment was successfully deducted from my account.
- The incorrect amount deducted was due to your billing process.
- Despite this, my service has now been disconnected without proper notice or resolution steps.
This is unacceptable. As a customer, I should not be penalized for an internal billing error.
I require the following actions to be taken immediately:
1. Full restoration of my internet service without delay.
2. A detailed explanation of how this billing error occurred.
3. Confirmation that no penalties, arrears flags, or service impacts will be app**** to my account due to this issue.
If this matter is not resolved promptly, I will have no choice but to escalate it further through the appropriate consumer protection channels.
I expect urgent feedback and resolution.
Kind regards,
Kyle Leeman
I am writing to formally raise an urgent complaint regarding the disconnection of my internet service, which is both unjustified and a direct result of a billing error on your side.
In the latest billing cycle, an incorrect (lower) amount was deducted from my account. This was not due to any action or negligence on my part. At no point was I informed that the amount deducted was insufficient, nor was I given an opportunity to rectify the shortfall before my service was disconnected.
To be clear:
- Payment was successfully deducted from my account.
- The incorrect amount deducted was due to your billing process.
- Despite this, my service has now been disconnected without proper notice or resolution steps.
This is unacceptable. As a customer, I should not be penalized for an internal billing error.
I require the following actions to be taken immediately:
1. Full restoration of my internet service without delay.
2. A detailed explanation of how this billing error occurred.
3. Confirmation that no penalties, arrears flags, or service impacts will be app**** to my account due to this issue.
If this matter is not resolved promptly, I will have no choice but to escalate it further through the appropriate consumer protection channels.
I expect urgent feedback and resolution.
Kind regards,
Kyle Leeman
KL
Kyle L's update21 Apr 2026, 18:52
Reviewer Update
Dear MWEB Support Team,
I am writing to formally raise an urgent complaint regarding the disconnection of my internet service, which is both unjustified and a direct result of a billing error on your side.
In the latest billing cycle, an incorrect (lower) amount was deducted from my account. This was not due to any action or negligence on my part. At no point was I informed that the amount deducted was insufficient, nor was I given an opportunity to rectify the shortfall before my service was disconnected.
To be clear:
- Payment was successfully deducted from my account.
- The incorrect amount deducted was due to your billing process.
- Despite this, my service has now been disconnected without proper notice or resolution steps.
This is unacceptable. As a customer, I should not be penalized for an internal billing error.
I require the following actions to be taken immediately:
1. Full restoration of my internet service without delay.
2. A detailed explanation of how this billing error occurred.
3. Confirmation that no penalties, arrears flags, or service impacts will be app**** to my account due to this issue.
If this matter is not resolved promptly, I will have no choice but to escalate it further through the appropriate consumer protection channels.
I expect urgent feedback and resolution.
Kind regards,
Kyle Leeman
I am writing to formally raise an urgent complaint regarding the disconnection of my internet service, which is both unjustified and a direct result of a billing error on your side.
In the latest billing cycle, an incorrect (lower) amount was deducted from my account. This was not due to any action or negligence on my part. At no point was I informed that the amount deducted was insufficient, nor was I given an opportunity to rectify the shortfall before my service was disconnected.
To be clear:
- Payment was successfully deducted from my account.
- The incorrect amount deducted was due to your billing process.
- Despite this, my service has now been disconnected without proper notice or resolution steps.
This is unacceptable. As a customer, I should not be penalized for an internal billing error.
I require the following actions to be taken immediately:
1. Full restoration of my internet service without delay.
2. A detailed explanation of how this billing error occurred.
3. Confirmation that no penalties, arrears flags, or service impacts will be app**** to my account due to this issue.
If this matter is not resolved promptly, I will have no choice but to escalate it further through the appropriate consumer protection channels.
I expect urgent feedback and resolution.
Kind regards,
Kyle Leeman
Mweb's replyOfficial
22 Apr 2026, 09:19Hi Kyle, we understand your concern regarding the disconnection and the billing discrepancy you’ve raised. This matter has been escalated to our complaints team, who will review the account in full, including the billing cycle in question, the payment received, and the reason for the service interruption. They will investigate and provide you with formal feedback once their review has been completed, including the outcome and any applicable next steps. Kind regards,
The Mweb Team
The Mweb Team
Mweb's reply22 Apr 2026, 09:19
Official
Hi Kyle, we understand your concern regarding the disconnection and the billing discrepancy you’ve raised. This matter has been escalated to our complaints team, who will review the account in full, including the billing cycle in question, the payment received, and the reason for the service interruption. They will investigate and provide you with formal feedback once their review has been completed, including the outcome and any applicable next steps. Kind regards,
The Mweb Team
The Mweb Team