Urgent Resolution Request – Ongoing Account and Router Dispute (Ticket: MWB***2, MWB***7 and MWB***3)

To Whom It May Concern,

I am writing to express my extreme disappointment with MWEB and the manner in which long-term clients, such as myself, are treated.

In September 2024, I submitted a request to cancel my subscription due to ongoing issues with the service provided. These included repeated service downtimes lasting for several days, lack of communication and assistance from the technical support team, and the failure to address my requests for an upgrade to my service. After these issues escalated without resolution, I made the decision to transition to a service provider who could meet my needs. However, even after my cancellation was processed, MWEB continued to deduct payments from my account for the following month. I had to intervene by going to my bank to stop the payment and reverse the transaction. Additionally, despite the cancellation, a new router was delivered to my home without prior notice or arrangement. The delivery was signed for by someone working at my residence, as I was not present. I have made multiple attempts to have the router collected, as I had already canceled both my subscription and the upgrade with MWEB prior to this delivery. Despite numerous calls, emails, WhatsApp messages, and Facebook communications, I have not received any feedback or assistance on this matter. Attached are some examples of my communication with MWEB. On January 17, 2025, I received an SMS stating that my account had been handed over for further action, despite my repeated requests for the router to be collected and the issue to be resolved. It is important to note that there was no need for the new router to be dispatched, as I had already canceled my upgrade with MWEB due to the poor service. I was also assured that a rebate would be provided for the downtime I experienced over the past few months with MWEB. However, this rebate has yet to be processed.

For your reference, some relevant case numbers are: MWB***7 and MWB***3. I kindly request that this matter be resolved promptly, with the collection of the router and appropriate actions taken to address the undue charges and service failures and clearing of my name

SMS that I received

Dear Mr Christo Kunneke, your Mweb (Pty) Ltd acc of R803.97 was handed over to LexMEd. To pay follow Snapscan link dflw.io/ybQo39 or pay at Checkers or Shoprite via Easypay# *** or ABSA-***-RefZCH79159. Call us @ *** to make an arrangement

I would like to bring to your attention a recent ticket I logged with the MWEB Sales Department on January 17, 2025 (Ticket: MWB***2), in an attempt to resolve the ongoing issues with my account. I spoke with a representative named Zekona, who assured me that she would escalate the matter to the Accounts Department and include me in an email correspondence. Unfortunately, I have yet to receive any follow-up communication.

I am increasingly concerned about the declining service quality from MWEB, which I have been a loyal client of for many years. There has been a growing number of complaints from other customers on platforms such as Facebook and Twitter, and, regrettably, I am now considering discontinuing my business relationship with MWEB due to these unresolved issues. As I take great pride in maintaining a positive credit record, I request that this matter be addressed with urgency. I understand the importance of preserving a good standing, and I kindly ask that the relevant parties take immediate action to resolve this dispute, including closing the case with the debt management company, LEXMED. I am more than willing to return the router that was delivered to me in error, as it remains unopened and the packaging is still intact.

Thank you for your attention to this matter. I hope it can be resolved promptly. Should you require any further information, please do not hesitate to contact me at ***.

Sincerely, Christo Kunneke