Why did I come to MWEB?

REF NO. MWB **********

I have a Cell C mobile broadband package through MWEB. The package includes 5 Gigs any-time data, and 15 Gigs midnight data.

When I logged in to the Cell C website on Saturday evening to check my usage, I saw that only 5 Gigs midnight data had been allocated, instead of the usual 15 Gigs. I tried to contact MWEB for assistance, but you no longer provide after hours services. I then contacted Cell C and was informed that my 24 month contract had come to an end in January. I am now on a month-to-month agreement. The 15 Gigs midnight data was "promotional" only - only given to customers still under contract. Since my contract had expired, I am now only receiving 5 Gigs.

When I originally signed up for the contract, none of this was ever communicated to me. Furthermore, MWEB did not inform me that my contract had expired. Had I not checked my usage on Saturday evening, I would still have been under the assumption that I had 15 Gigs (not 5 Gigs) at my disposal, and could possibly have paid for 10 Gigs at out-of-bundle rates!

After speaking with Cell C, I asked to be released from the contract, effective end of February, as I will be signing up for a Wifi contract with Telkom, but Cell C informed me that I had to cancel through MWEB. They are not able to terminate my agreement, as I am technically not their customer. I am a customer of MWEB.

I did so via your query option that same night. Having not received any feedback from MWEB, I phoned and spoke to your Billing & Accounts Department to ensure that you had received my notice of cancellation. The lady said that because it was done via the website, I had to wait 24-48 hours for someone to get back to me; but that the cancellation will only be effective end of March, as I have to give a calendar month's notice. This is part of MWEB's Terms & Conditions - ****** the fact that I am now paying for a contract that I did not agree to.

I expressed my dissatisfaction at the complete lack of communication - the fact that no one had informed me that I was now paying the same amount even though I am allocated 10 Gigs less, but was told that Cell C should have communicated this to me in January. I asked her why I was paying MWEB then? Should MWEB not be providing their customers with basic communication, especially when your data is cut in half? I was told, "Ma'am, you came to MWEB. MWEB didn't come to you."

I came to MWEB over 10 years ago, initially for an ADSL line. And I have remained a customer since. From an ADSL line, to an MTN broadband contract, to a Cell C contract. I could have taken my business elsewhere a long time ago, but up until now, I have been satisfied with your services.

But this does raise an excellent point. Why would one use a third party like MWEB? Why wouldn't one go directly to the service provider? Since, according to MWEB, the service provider is responsible for communicating to me any changes to my contract; yet, according to the service provider, all communication must be done through MWEB. It seem completely counter-productive, and awfully convenient for Big Business, as MWEB simply points the finger at Cell C, and Cell C points it back at MWEB. And the customer is expected to bear the brunt of the utter miscommunication (or NO communication).

I have had enough of being taken for a ride by Big Business. I am not a millionaire. I cant afford to pay for your incompetence. As a paying customer, I have a right to receive what I agreed to.

I am now on a month-to-month agreement. I want your services terminated by the end of February.

What if I didn't check my usage, and continued under the assumption that I still had 15 Gigs available to me? How much wouldn't I have paid for out-of-bundle data? A couple of thousand? And who would have been responsible? MWEB? Cell C?

No. It would have been my responsibility.

I am appalled that my data is cut in half, no one bothers to inform me, and now I cant get out of it.

I want to be released from this agreement, as it is not what I signed up for.

L du Plessis