Very angry client

Good day,I am extremely dissatisfied with the service I have received from MWEB.My account is fully paid and up to date, yet I have been without internet service for an extended period. Despite numerous calls, emails, and complaints, the issue remains unresolved.To make matters worse, I am now receiving emails demanding additional payment, even though my account is not in arrears and I am still not receiving the service I am paying for.Please explain:

1. Why I am being asked to make further payments when my account is up to date.
2. Why my service has not been restored despite multiple follow-ups.
3. When this matter will be resolved.

If MWEB is unable to provide the service I am paying for, I request a refund for the period during which I have been without service, as well as any credit owed to me so that I may move to another service provider.I expect this matter to be escalated urgently and resolved without further delays.


Email from Mweb
Hi there,

We have received your Mweb order.

If applicable, upfront fees (e.g., order processing fee, setup fees and any other fees detailed in the cart when you signed up) will be debited within the next two days. Once payment is made, your order will proceed.

Want to make payment now?
Visit your Online Account and log in with your username and password that we have sent to you when you signed up.Alternatively, log into the Mweb App (using the same details as above) and make payment there.


Make Payment Now

My account is fully paid up for June, and as of 10 June my account was in credit by R341.84. Despite this, another R99.00 was deducted from my account. I would like an explanation of what this deduction is for, as I have not been receiving any service. My internet has been unavailable since last month, despite numerous calls and complaints being logged. It is unacceptable that money continues to be deducted while no service is being provided. Please provide a full breakdown of all charges on my account, explain where my credit has gone, and advise when my service will be restored. If this matter cannot be resolved immediately, I request a refund for the period during which no service was provided, together with any credit owing to me.

I am extremely dissatisfied with the way my account has been handled.My account was paid in advance and was in credit by R341.84, yet another R99 was deducted from my account while I have been without service for weeks. I have repeatedly contacted MWEB and have received nothing but excuses and conflicting information from different agents.I demand that my credit be restored immediately and that my internet service be reconnected without further delay. If this matter is not resolved urgently, including a full explanation of the deductions made from my account, I will escalate my complaint to the relevant consumer protection authorities and continue pursuing the matter through formal channels.I have paid for a service that has not been provided, and it is unacceptable that money continues to be deducted while I remain without internet access.

NOW I AM ****ED OFF AT THESE ******* *****ING FROM PEOPLE

Hello Chenille,

Thank you for your order! We have submitted your order to your Fibre Network Operator.

Once they have approved the order (usually between 7-14 working days), they will be in touch with installation details (if applicable). If you have ordered a router, it will be delivered within the next 2-5 business days.

Please commit to a suitable time to meet with installers. They will call you on the mobile number you provided to us upon sign up and could possibly call from an unknown number. If installation is not required at your premise, we will let you know when your Fibre is active.


Regards,
The Mweb Team

So another 7-14 days after I'm waiting 3 weeks and money just being deducted I want my WIFI on by tomorrow and my credit rein stored