Wrong billing and no service
<p>I have ordered an uncapped adsl with a speed of 4 mbps for R489x 6 months, it has been nearly 2 months after installation, adsl is still not working after countless calls and effort to resolve issue from my side nothing has been done, i have been billed R727 instead of agreed amount, little to no effort given from Mweb</p>
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Replies (12)
Mweb's replyOfficial
05 Jul 2016, 11:01Good day michael-kerridge
Thank you for taking the time to bring this matter to our attention.
As discussed with our client service representative, this matter has since been addressed and will remain in contact with you until it is resolved.
We will arrange a call back for you with a specialist to investigate the cause of this problem.
Kind regards
MWEB Client Services
Best regards,
Mweb's reply05 Jul 2016, 11:01
Official
Good day michael-kerridge
Thank you for taking the time to bring this matter to our attention.
As discussed with our client service representative, this matter has since been addressed and will remain in contact with you until it is resolved.
We will arrange a call back for you with a specialist to investigate the cause of this problem.
Kind regards
MWEB Client Services
Best regards,
's updateReviewer Update
05 Jul 2016, 12:41Thanx, hopefully using this representative the issue would be resolved because that was not the result directly through Mweb.
's update05 Jul 2016, 12:41
Reviewer Update
Thanx, hopefully using this representative the issue would be resolved because that was not the result directly through Mweb.
's updateReviewer Update
11 Jul 2016, 09:11Ok so Mweb had more than a month to resolve this issue, i have tried several times to resolve issue from my side. The technician was arranged to come resolve the faulty installation on Friday 08/07/2016 ( this was the 4 th time that i have requested this to be fixed) once again he did not pitch up after i have made special arrangements to be present at home for him to resolve this issue. I want my money back that was taken, cancel this deal and i will be not held liable for any cost as i did not recieve the service agreed to. Mweb had more than enough time to fix this, it just shows that there is no service delivery nor customer care. Come collect your FON router i will give it back in your packaging. This matter will not be discussed any further as Mweb nor Telkom is willing to resolve this. Thank you for nothing and for waisting my time!
's update11 Jul 2016, 09:11
Reviewer Update
Ok so Mweb had more than a month to resolve this issue, i have tried several times to resolve issue from my side. The technician was arranged to come resolve the faulty installation on Friday 08/07/2016 ( this was the 4 th time that i have requested this to be fixed) once again he did not pitch up after i have made special arrangements to be present at home for him to resolve this issue. I want my money back that was taken, cancel this deal and i will be not held liable for any cost as i did not recieve the service agreed to. Mweb had more than enough time to fix this, it just shows that there is no service delivery nor customer care. Come collect your FON router i will give it back in your packaging. This matter will not be discussed any further as Mweb nor Telkom is willing to resolve this. Thank you for nothing and for waisting my time!
Mweb's replyOfficial
11 Jul 2016, 09:31Good Day Michael,
Thank you for taking the time to provide us your feedback.
Your account is still showing access rejected, due to a bad password.
We sent you a password reminder last week, in order for you to enter the correct details onto your router interface.
Please ensure this is done, in order for us to verify if the issue with connectivity is still ongoing.
Telkom advised that the fault is still in hand with a Technician and they will attend. No ETA provided by them.
If a Technician attends and they are able to connect using an alternate account, they will charge you a call out fee.
Please ensure the correct details is entered onto your router interface and ensure feedback is provided to us.
We eagerly await your reply.
Kind regards
MWEB client Services
Best regards,
Mweb's reply11 Jul 2016, 09:31
Official
Good Day Michael,
Thank you for taking the time to provide us your feedback.
Your account is still showing access rejected, due to a bad password.
We sent you a password reminder last week, in order for you to enter the correct details onto your router interface.
Please ensure this is done, in order for us to verify if the issue with connectivity is still ongoing.
Telkom advised that the fault is still in hand with a Technician and they will attend. No ETA provided by them.
If a Technician attends and they are able to connect using an alternate account, they will charge you a call out fee.
Please ensure the correct details is entered onto your router interface and ensure feedback is provided to us.
We eagerly await your reply.
Kind regards
MWEB client Services
Best regards,
's updateReviewer Update
11 Jul 2016, 09:37Listen, i have requested a password reminder from Mweb. You sent 2 different passwords and neither of them work!! This is just an attempt to put the blame on me the customer!! Besides how can you send two different user names and passwords to a single customer for the same account?? This is a pathetic ***** attempt for Mweb to "keep the right to take a persons money" have a supervisor call me please. This is ridiculous , besides the call out fee of a technician is Mwebs cost not mine as i have paid the first time for this faulty installation!!!
's update11 Jul 2016, 09:37
Reviewer Update
Listen, i have requested a password reminder from Mweb. You sent 2 different passwords and neither of them work!! This is just an attempt to put the blame on me the customer!! Besides how can you send two different user names and passwords to a single customer for the same account?? This is a pathetic ***** attempt for Mweb to "keep the right to take a persons money" have a supervisor call me please. This is ridiculous , besides the call out fee of a technician is Mwebs cost not mine as i have paid the first time for this faulty installation!!!
's updateReviewer Update
11 Jul 2016, 10:52Mweb technical adviser just contacted me, password issue was resolved, only issue left is connection speed and billing. Its a pitty a person has to use social media to recieve a service
's update11 Jul 2016, 10:52
Reviewer Update
Mweb technical adviser just contacted me, password issue was resolved, only issue left is connection speed and billing. Its a pitty a person has to use social media to recieve a service
Mweb's replyOfficial
11 Jul 2016, 14:25Good day Micheal,
Thank your or taking the time to provide us your feedback.
We made contact with you this morning to advise of the latest Telkom feedback and to request that you enter the correct account details onto the router interface.
It was then arranged that a Technical Consultant call you again to assist with the router set-up.
The query has now been resolved, since the details where entered onto the router interface.
Please let us know should you require any further feedback or assistance.
Kind regards
MWEB client Services
Best regards,
Mweb's reply11 Jul 2016, 14:25
Official
Good day Micheal,
Thank your or taking the time to provide us your feedback.
We made contact with you this morning to advise of the latest Telkom feedback and to request that you enter the correct account details onto the router interface.
It was then arranged that a Technical Consultant call you again to assist with the router set-up.
The query has now been resolved, since the details where entered onto the router interface.
Please let us know should you require any further feedback or assistance.
Kind regards
MWEB client Services
Best regards,
's updateReviewer Update
11 Jul 2016, 14:34Yes still waiting for correct billing, as i am only recieving my service from today and not since 07/06/2016 when it was "activated ". So can only be billed from today thank you
's update11 Jul 2016, 14:34
Reviewer Update
Yes still waiting for correct billing, as i am only recieving my service from today and not since 07/06/2016 when it was "activated ". So can only be billed from today thank you
's updateReviewer Update
12 Jul 2016, 05:22Good day, i recieved a bill this morning and seems that i am still charged for the unprovided service. Can i kindly ask that a supervisor contacts me this afternoon any time after 4 pm to help me explain my billing correctly. Thank you
's update12 Jul 2016, 05:22
Reviewer Update
Good day, i recieved a bill this morning and seems that i am still charged for the unprovided service. Can i kindly ask that a supervisor contacts me this afternoon any time after 4 pm to help me explain my billing correctly. Thank you
Mweb's replyOfficial
12 Jul 2016, 06:30Good Day Michael,
Thank you for taking the time to raise your concerns.
Our team will be processing a credit from the 22/06 to the 11/07; from the time the issue occurred till when it was resolved.
This should be reflected on your next statement.
Please let me know should you require any further feedback or information.
Kind regards
MWEB Client Services
Best regards,
Mweb's reply12 Jul 2016, 06:30
Official
Good Day Michael,
Thank you for taking the time to raise your concerns.
Our team will be processing a credit from the 22/06 to the 11/07; from the time the issue occurred till when it was resolved.
This should be reflected on your next statement.
Please let me know should you require any further feedback or information.
Kind regards
MWEB Client Services
Best regards,
's updateReviewer Update
12 Jul 2016, 07:06Thank you, but i am still concerned about the amount deducted from my account about the period before 22/06/2016. As my service was not in full working order.
's update12 Jul 2016, 07:06
Reviewer Update
Thank you, but i am still concerned about the amount deducted from my account about the period before 22/06/2016. As my service was not in full working order.
Mweb's replyOfficial
18 Jul 2016, 11:15Good day Michael,
Thank you for taking the time to raise your concerns.
The Technical issue has since been addressed.
Confirmation regarding your billing has now been provided to you via email.
Please do not hesitate to contact us should you require any further feedback or assistance.
Kind regards
MWEB Client Services
Best regards,
Mweb's reply18 Jul 2016, 11:15
Official
Good day Michael,
Thank you for taking the time to raise your concerns.
The Technical issue has since been addressed.
Confirmation regarding your billing has now been provided to you via email.
Please do not hesitate to contact us should you require any further feedback or assistance.
Kind regards
MWEB Client Services
Best regards,