KL
Kyle L
1 reviews | Active since Sept 2018
21 Apr 2026, 18:56
Worst service and experience
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
Helpful (0)
Replies (8)0
Replies (8)
Mweb's replyOfficial
22 Apr 2026, 08:31Hi Kyle, we understand the seriousness of your concern, especially with the service being disconnected due to what appears to be a billing discrepancy not caused by you. This matter has been logged with our complaints team and is currently under review. They will investigate the billing issue, including the deduction made, and assess the disconnection linked to it. A member of the complaints team will reach out to you directly with detailed feedback and the next steps once their investigation is complete. Kind regards,
The Mweb Team
The Mweb Team
Mweb's reply22 Apr 2026, 08:31
Official
Hi Kyle, we understand the seriousness of your concern, especially with the service being disconnected due to what appears to be a billing discrepancy not caused by you. This matter has been logged with our complaints team and is currently under review. They will investigate the billing issue, including the deduction made, and assess the disconnection linked to it. A member of the complaints team will reach out to you directly with detailed feedback and the next steps once their investigation is complete. Kind regards,
The Mweb Team
The Mweb Team
KL
Kyle L's updateReviewer Update
23 Apr 2026, 09:08Hi Mweb Team,
I am writing to request the cancellation of my Fibre service with immediate effect.
Please note that this request applies only to my Fibre service. I would like to retain my DSTv Stream product, which must remain active and unaffected by this cancellation.
Given the recent billing issue and service disruption, I expect:
- No cancellation penalties or additional charges related to the Fibre service
- Written confirmation of the Fibre cancellation
- Confirmation that my DSTv Stream service will remain active without interruption
Please process this request as a matter of urgency and confirm once completed.
Regards,
Kyle Leeman
I am writing to request the cancellation of my Fibre service with immediate effect.
Please note that this request applies only to my Fibre service. I would like to retain my DSTv Stream product, which must remain active and unaffected by this cancellation.
Given the recent billing issue and service disruption, I expect:
- No cancellation penalties or additional charges related to the Fibre service
- Written confirmation of the Fibre cancellation
- Confirmation that my DSTv Stream service will remain active without interruption
Please process this request as a matter of urgency and confirm once completed.
Regards,
Kyle Leeman
KL
Kyle L's update23 Apr 2026, 09:08
Reviewer Update
Hi Mweb Team,
I am writing to request the cancellation of my Fibre service with immediate effect.
Please note that this request applies only to my Fibre service. I would like to retain my DSTv Stream product, which must remain active and unaffected by this cancellation.
Given the recent billing issue and service disruption, I expect:
- No cancellation penalties or additional charges related to the Fibre service
- Written confirmation of the Fibre cancellation
- Confirmation that my DSTv Stream service will remain active without interruption
Please process this request as a matter of urgency and confirm once completed.
Regards,
Kyle Leeman
I am writing to request the cancellation of my Fibre service with immediate effect.
Please note that this request applies only to my Fibre service. I would like to retain my DSTv Stream product, which must remain active and unaffected by this cancellation.
Given the recent billing issue and service disruption, I expect:
- No cancellation penalties or additional charges related to the Fibre service
- Written confirmation of the Fibre cancellation
- Confirmation that my DSTv Stream service will remain active without interruption
Please process this request as a matter of urgency and confirm once completed.
Regards,
Kyle Leeman
Mweb's replyOfficial
23 Apr 2026, 09:57Good morning, Kyle.
Thank you for your reply. We have raised your request directly with our Cancellation teams who will review the service suspension of your fibre line and assist with the next steps.
Kind regards,
The Mweb Team
Thank you for your reply. We have raised your request directly with our Cancellation teams who will review the service suspension of your fibre line and assist with the next steps.
Kind regards,
The Mweb Team
Mweb's reply23 Apr 2026, 09:57
Official
Good morning, Kyle.
Thank you for your reply. We have raised your request directly with our Cancellation teams who will review the service suspension of your fibre line and assist with the next steps.
Kind regards,
The Mweb Team
Thank you for your reply. We have raised your request directly with our Cancellation teams who will review the service suspension of your fibre line and assist with the next steps.
Kind regards,
The Mweb Team
KL
Kyle L's updateReviewer Update
23 Apr 2026, 10:11Quick to reply but still waiting for the call regarding my original complaint, but since this is public and evidence I will be making this very loud on Social Media, me as a customer has never ever missed a payment until your system made a billing error which your consultant admitted too , but I had to pay so I did and was assured, this won’t happen again and it did. No accountability, nothing to long standing customers just allowing to put your customers in debt which I think the commission will have a field day with the evidence I have and statements and proof and call recordings will be requested. So yes cancel my fibre my kids can use Vodacom data until I put a new line in with another provider.
KL
Kyle L's update23 Apr 2026, 10:11
Reviewer Update
Quick to reply but still waiting for the call regarding my original complaint, but since this is public and evidence I will be making this very loud on Social Media, me as a customer has never ever missed a payment until your system made a billing error which your consultant admitted too , but I had to pay so I did and was assured, this won’t happen again and it did. No accountability, nothing to long standing customers just allowing to put your customers in debt which I think the commission will have a field day with the evidence I have and statements and proof and call recordings will be requested. So yes cancel my fibre my kids can use Vodacom data until I put a new line in with another provider.
KL
Kyle L's updateReviewer Update
23 Apr 2026, 10:16Copy an paste lol let’s do it one more time
KL
Kyle L's update23 Apr 2026, 10:16
Reviewer Update
Copy an paste lol let’s do it one more time
Mweb's replyOfficial
23 Apr 2026, 10:21 Good morning, Kyle.
Thank you for your reply. We have raised your request directly with our Cancellation teams who will review the service suspension of your fibre line and assist with the next steps.
Kind regards,
The Mweb Team
Thank you for your reply. We have raised your request directly with our Cancellation teams who will review the service suspension of your fibre line and assist with the next steps.
Kind regards,
The Mweb Team
Mweb's reply23 Apr 2026, 10:21
Official
Good morning, Kyle.
Thank you for your reply. We have raised your request directly with our Cancellation teams who will review the service suspension of your fibre line and assist with the next steps.
Kind regards,
The Mweb Team
Thank you for your reply. We have raised your request directly with our Cancellation teams who will review the service suspension of your fibre line and assist with the next steps.
Kind regards,
The Mweb Team
KL
Kyle L's updateReviewer Update
23 Apr 2026, 15:15Mweb is a joke and I’m proving that here
KL
Kyle L's update23 Apr 2026, 15:15
Reviewer Update
Mweb is a joke and I’m proving that here
Mweb's replyOfficial
23 Apr 2026, 15:44Hi Kyle,
We understand how frustrating and upsetting this situation has been, particularly given your long-standing payment history and the billing error that was previously acknowledged. We recognise the seriousness of the impact this has had and appreciate you clearly outlining your position.
Your query has been escalated to the Billing Team to urgently review the account, address the billing concerns raised, and provide clarity on the necessary steps to move forward with the cancellation of the fibre service. The team has been requested to ensure this is handled with the appropriate level of accountability and to provide clear feedback directly to you.
Your feedback regarding the lack of ownership, repeated follow-ups, and overall experience will also be shared with our Service Quality Team for review and improvement, as this does not align with the standard of service Mweb aims to deliver.
Kind regards,
Mweb Team
We understand how frustrating and upsetting this situation has been, particularly given your long-standing payment history and the billing error that was previously acknowledged. We recognise the seriousness of the impact this has had and appreciate you clearly outlining your position.
Your query has been escalated to the Billing Team to urgently review the account, address the billing concerns raised, and provide clarity on the necessary steps to move forward with the cancellation of the fibre service. The team has been requested to ensure this is handled with the appropriate level of accountability and to provide clear feedback directly to you.
Your feedback regarding the lack of ownership, repeated follow-ups, and overall experience will also be shared with our Service Quality Team for review and improvement, as this does not align with the standard of service Mweb aims to deliver.
Kind regards,
Mweb Team
Mweb's reply23 Apr 2026, 15:44
Official
Hi Kyle,
We understand how frustrating and upsetting this situation has been, particularly given your long-standing payment history and the billing error that was previously acknowledged. We recognise the seriousness of the impact this has had and appreciate you clearly outlining your position.
Your query has been escalated to the Billing Team to urgently review the account, address the billing concerns raised, and provide clarity on the necessary steps to move forward with the cancellation of the fibre service. The team has been requested to ensure this is handled with the appropriate level of accountability and to provide clear feedback directly to you.
Your feedback regarding the lack of ownership, repeated follow-ups, and overall experience will also be shared with our Service Quality Team for review and improvement, as this does not align with the standard of service Mweb aims to deliver.
Kind regards,
Mweb Team
We understand how frustrating and upsetting this situation has been, particularly given your long-standing payment history and the billing error that was previously acknowledged. We recognise the seriousness of the impact this has had and appreciate you clearly outlining your position.
Your query has been escalated to the Billing Team to urgently review the account, address the billing concerns raised, and provide clarity on the necessary steps to move forward with the cancellation of the fibre service. The team has been requested to ensure this is handled with the appropriate level of accountability and to provide clear feedback directly to you.
Your feedback regarding the lack of ownership, repeated follow-ups, and overall experience will also be shared with our Service Quality Team for review and improvement, as this does not align with the standard of service Mweb aims to deliver.
Kind regards,
Mweb Team