COMPLAINT

To whom it may concern:

Trust you are well. It is with great concern that I am writing this as the level of customer service received from Mweb has been very disappointing.

I am being kind when using the word disappointing because this has caused me financial and physical harm due to my blood pressure rising. My first experience was not explaining that if I move, I should pay R1000.00 in order to move the line. In all fairness I should have read the entire contract but being a busy single parent, I did not. I then pleaded with Fazlin Wassung to get the amount reduced and I will ensure payment is made in a few days as the moving caused a financial burden.

Fazlin did the best she could to assist and I made another payment of R399 and she then escalated the call for urgency because I work from home as well. I then rated her service and gave it high praise because she showed empathy to my situation which is appreciated. I then received a call from Vuma team to confirm installation on 08/09/2021 and the person I spoke to demanded I have an adult at the premises to sign documentation which I agreed to. I then had to pay a family member to travel to my residence and wait for installation. She waited all day until I queried the time frame and then was told that there is a backlog and could wait 3-4hours. I again accepted this because these things happen but the fact that I had to ask in order to get the answer was disturbing. I then queried again and received no response and had to get someone again to come to my residence because no one can confirm time again.

I then sent another whatsapp query because phoning just keeps me on hold for minutes on end and I am working. Then got a very sarcastic agent who kept repeating turn around time etc which I am well aware of but this is an issue which was escalated before and I was not going to accept this response. I am seriously not accepting 24hrs for my complaint to be addressed and I hope someone responds soonest. The agent by the name of Keith (probably not his real name) refused to give me his name and was very condescending towards me which made me angry. Is customer service not important anymore?

I honestly just want my wifi sorted so I can start working from home to sustain myself and my kids. This experience has been very traumatizing and I pray that someone can respond to my email.

Thank you for taking the time to read this and await feedback at your earliest convenience.

Kind regards Alison Noah