Before Using OpenWeb, Read This First
Before you sign up for an Openweb data package, take a few minutes of your precious time and go through some Hello Peter complaints first. You will quickly notice that there are MANY complaints regarding their useless cancellation procedure. You will also notice the way they handle customers is a major problem.
I recently discovered a debit order for an account I was under the impression was cancelled years ago. I got in touch with them to try and figure out what went wrong. It’s been up and down communication and tons of very unhelpful emails. I even got some really impolite responses from Zelda Coetzee from Openweb saying things like “You are not getting the answers you want” & “You were told” in response to me giving her evidence that the account was in fact cancelled. I have given them more than enough evidence to show that they are making a mistake but they are not hearing it. When I sighed up for an OpenWeb account, they had a buy one get one free deal. At some point I upgraded and got two new usernames for both accounts. They obviously did not close some of the accounts and left them open. I obviously did not know as I used the new usernames they provided. I have also shown without any doubt that the account that is still open was changed to another username due to bad performance. When I eventually cancelled my Openweb account a couple of years later, I only cancelled the main account linked to my main profile not all the old unused usernames I had in the past, expecting them to close all accounts that go along with it. There was just one main account, the second account was a buy one get one free. All other usernames used during this time all link back to one main account. This is the account I have cancelled.
I have sent her proof that shows that I have cancelled the main account Sept 2016. Zelda Coetzee is not willing to accept this because the username that is still open on their system was never cancelled by them when they gave me a new username for the same account. I have sent her lots of emails as proof that shows that the username she wants me to cancel is exactly the same one I have a cancellation confirmation for. Because the username was changed in 2013, she expects me to have a cancellation for the username before they changed it to the final account as well. Openweb is extremely shady. Worst of all is I have tons of proof with dates of the entire timeline. Openweb simply ignores my correspondence and keep saying the will not refund unless I can prove I cancelled the original username. This is completely unreasonable and a testament on why you should avoid Openweb as a data provider. A company that does not respond to online complaints should be a dead give away that you must be cautious.
I have now been in contact with them for more than a month, they constantly run in circles in hopes that you will simply give up. I have explained everything to them several times. I have sent them numerous emails proving that the account was in fact cancelled. However, due to a mistake on their part, they are not willing to process the refund, even with a confirmation that they cancelled the account. They can obviously see there was no activity on the account because we stopped using it when we thought it was cancelled.
I am about to go to the NCC & ICASA with a comprehensive report on how they conduct business. If you read this and you had/have issues with them regarding cancellations or refunds, please get in touch with me. I would appreciate if I can include your story in my report to give it more weight.