Vuma / Webafrica/Mweb

Dear Vuma / Webafrica/MwebCustomer Support,

I am extremely frustrated with the level of service I have received regarding an ongoing fibre connectivity issue.

The most disappointing part of this experience is the complete lack of effective customer support. There is seemingly no reliable number to call, and when I eventually manage to obtain a contact number, the line does not even ring. The online chat service has also been extremely ineffective and has done very little to resolve my issue.

This problem has been ongoing for some time, yet I continue to be the one chasing Vuma and Webafrica for updates and solutions. This is completely unacceptable. I have made my payment, so I should not have to make countless follow-ups simply to receive the service I have already paid for.

What makes this even more disappointing is that my family and I have six fibre services with you. We should be treated as valued customers, especially considering the amount of business we have given your company.

Instead, the experience has been the opposite. My internet service is not working despite payment being made, and there appears to be very little urgency because the payment has already been received.

Customer service should not end once the customer's money has been collected.

I am therefore requesting that this matter be escalated urgently to someone who can actually take ownership of the issue and provide a proper resolution. I do not want another generic response telling me to contact support or use the chat service. I have already attempted these channels repeatedly.

If this level of service continues, I will seriously consider moving our fibre services to another provider. There must be competitors in the market who understand the importance of retaining customers and providing reliable support.

I would appreciate a clear explanation of:

1. Why my fibre service remains unavailable despite payment being made. 2. What has been done so far to resolve the issue. 3. Why I have had to make repeated follow-ups instead of receiving proactive communication. 4. When my service will actually be restored. 5. What steps will be taken to prevent this from happening again.

I expect this complaint to be treated seriously and escalated to a senior representative who can take accountability for resolving the matter.

I am not asking for anything unreasonable. I simply expect the service that I have paid for and a reasonable level of customer support.

I look forward to receiving a proper response and resolution.

Kind regards,

#MarshallMakhuboNovels