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internet billing against sales promotions
When you want to get a deal or they want to make up something, sales people give you promises over the phone verbally. They never put their deals and promises in writing. When time comes to invoice services, billing department pretend as they are not aware of the deals which is offered by sales people over the phone. When you want to claim it you don`t have proof because deal was not on email but it was only a phone conversation. If you ask this anyone from MWEB they will confirm that they offer deals over the phone, they don`t need any paper work. At first it looks like a convenience but later you find out that they use this gap for their crook billing system :(
signed me up for an additional two year contract (without my consent or knowledge) when all I did was change my package option.
I signed up for a two year 350mb contract with Mweb in February 2009. Within the first few months I was already looking forward to the day that I would cancel this contract in February 2011, I even saved the date as a reminder on my calendar. I had to change my package a few times during these two years due to the ridiculous charges for additional data used, as well as the amount of data that I required depending on the circumstances at the time. I changed to a 1G option in September 2010 because I was having issues with our wireless connection at work. When I changed to the 1G option I did so at the Mweb store in Cresta. They said it would be perfectly fine to do this and did not make any mention of another two year contract or renewal of my contract.
When I sent in my letter of cancellation in January 2011 I received a response from a lady called Colette Bristow. She told me that I could not cancel my contract as it was only due to end in September 2012! I replied saying that this was impossible and explained all the details, however to this day she has not responded. I even tried calling her but she was not available.
I went into the Cresta store at the beginning of February this year after waiting for a response that clearly nobody was intersted in tending to at the head office. After explaining the situation, the assistant told me that it was an error on the system's side and that in fact I was entitled to cancel my contract. She said she would have it sorted out within the week and get back to me. She did not get back to me and so I went into the store again at the beginning of this week (first week of March). When I related the story again (now for the fourth time) the assistant told me that there was a note on the system that stated my account was "pending" or something of the sort. She did not know what that meant and said that she would find out and get back to me by Thursday. Today is Friday and there is still no word.
I think this company has absolutely no integrity whatsover. All the money in the world can buy you the best advertising, however when you cannot follow through with actions to substantiate what you promise then you end up loosing the customers that helped build your business. All I want is to cancel my contract, for Mweb to stop debiting my account, relieve me of my pain and suffering and let me be free.
The complaint has been investigated and resolved to the customer’s satisfaction.
On 1 October I submitted my cancellation documents as instructed to do so by Mweb cancellations. I explained to them before I left that I would be abroad as I was immigrating - they assured me it would be no problem to cancel from abroad. I received an auto response saying that cancellations responds within 24 hours - however, its been a week and still I have had no confirmation at all! What does it take to receive any kind of confirmation that my account has been cancelled? Is it that hard to reply to an email?
Ive had nothing but terrible service from Mweb since I signed up 2 years ago! After all the frustration ive had I dont think I will be referring them to any friends or colleagues in the future!
My parents who aren't that technologically savvy upgraded their MWEB account to a 3G package. This was done a week ago and it still has not been activated and NOTHING is been done about it every time we phone MWEB they just tell us they are going to escalate it . I ask for someone to phone me back to report on the progress, and I am still waiting. My parents use their internet for their business and as such their clients are complaining as emails are being sent to them !
Today we again phoned in and they said we must get in contact with MTN as it is their problem. We bought the package through MWEB they must sort it out ... I am at my wits end Nobody seems to really care or want to help me out ... I will never use MWEB again because if you have a problem they dont seem to care they just want you to pay at the end of every month.
I've had mWeb for a month and a half. The connection always seemed to get slow and slow week by week. I have trouble now uploading anything over 25K. I can download, just not upload attachments and such. It was fast and everything did work in the beginning, but they seem to employ some algorithm to diminish service over time once they have you hooked, from my perspective. - Ionam Capetown
We are experiencing difficulties with dropping internet lines for almost a year now, and MWEB is just not interested in solving the problem (after numerous calls/requests). We changed routers 4 times, made calls to their technical departement NUMEROUS TIMES and received reference numbers which came to nothing, Telkom came out to our premises to check the line, ensuring us each time the line is 100% (after recreating the port). We even got a brand new line from Telkom (which we migrated to MWEB again), but the problem persists. We pay them promptly each month for this lack of service.
We are experiencing difficulties with dropping internet lines for almost a year now, and MWEB is just not interested in solving the problem. They're blaming Telkom, however we migrated our ADSL line to MWEB, and have whatsoever nothing to do with whom the problem lies. We pay them promptly each month - for what? Lack of service.
Hi Glintole
Please provide me with your account details and I will gladly assist.
Kind Regards
MWEB Guy
mwebguy@mweb.co.za
unlawfull debit orders
I phoned MWEB during October 2010 and cancelled my internet subscription. The consultant explained to me that a premium will be taken at the end of October as I have to give a calender month notice. He also advised me to sent an email to confirm my request for cancellation. At the end of November a debit order was taken from my account - I did not have funds for this debit order as it should not have gone through and the bank sent it back. I phoned MWEB and the consultant informed met that this was an error and that they will not take any more debit orders. I was quite busy during December and January and did not check my account but at the end of January when I checked my account I found that the bounced November debit order was resubmitted and two more premiums at the end of December and January was taken from my account. I phoned in and asked the consultant why this has happened and also for a refund of my money. In short I was told that I should sent them proof of my cancelation or no money back. My problem - I have lost my computer in a house breaking (I have a case number to proof) and cannot give them the email. They are not willing to accept the case number and the clear proof that there was no usage on my internet account during the period under dispute. I am also questioning the process, because why dit two consultant not inform met of the fact that they do not only need a emailed request but also a cancellation document. The feeling that I've got is that either somebody has not done their work or maybe it is MWEB's policy to keep collectin on debit orders that has been cancelled.
The complaint has been investigated and resolved to the customer’s satisfaction.
that's exactly the situation I have! I have tried to cancel and they continue to deduct the debit order. I have been to the bank to block them, and now they are holding me liable for a number of months worth of payments! most frustrating!
stay far away from mweb
I have tried to transfer a co.za domain from a local internet developer to MWeb Business. It should be a simple process. Sumbit a request to release the domain, and when the current host of the domain releases the 'ticket' it is transferred to MWeb.. Very simple! But apparently not so simple for MWeb who have taken over a week to do asbolutely NOTHING regarding my simple request.
I decided to use MWeb because I was of the opinion that they couldn't possibly be as useless as Telkom, but apparently I was wrong!
I have been trying to get a hold of someone to assist with an issue, but the numbers go through the entire process of asking for ID number and then confirmation and then a pin number after which it goes on for a few seconds and just cuts off. Your customer care number states that it no longer exists.
I have contacted Mweb twice for the cancellation, I dont get any help.
Please cancell my account, Effective 1 March 2024
REF: MWB [protected]
My account nr : [protected]
I'd nr: [protected]
132 Terrace Road, Sebenza
1609/1610
Registered nr: [protected]
i ordered fiber on the 26th the tracking say installation should be on the 28th 29th still waiting no call call center held on 1st time 37 min utes no answer 2nd time 18 min no answer what a shocking incompetent company when you call want the self-help you don't get the OTP CALL ME ANDRE GRABER [protected] X11144849
November my Wi-Fi router is offline, could not connect to internet, and I paid it last month and it is still not connected I try to call you, but the was no answer, I try to send you an email but no response, it's about 2 months now, please can you help me please!
Sophia.DeKooker
Id no: [protected]
Account number: MWB26463013
I'm using a new wifi and not staying at the same place I want to cancel you guys please
We wanted to apply for wifi Tru mweb. But was never delivers, we have cansel led the application, but for the last 4 months I have been billed for something I don't have. I have spoken to someone and I assured that I would be refunded. But untill today nothing has been done. Could someone pls get back to me asap
Mr huyser
[protected]
I wanted to activate my fibre line and get router did not happen. This is very unprofessional, I can not work from home and it is hard, now I need to buy data every day.
No please they need to release my fibre line so that I can work with other place
Its now time that other service provider helps me, because its almost holidays
We have been trying to sort out our wifi sins monday we have been on hold for more than 50 min we have been using 150 rands airtime holding on the line to resolve our internet. We also logged a ticket and no one called us back. My no is [protected]
We received our new router. Plugged it in as we were told that it was preset already. Connected all the wires as per instructions. But nothing happens, we have tried calling the technical support number but have been holding on for an hour and some. We have no internet, says connected but no internet. Can't get through to the technical support.
Stop billing me for a cancelled contract!
Cancelled via email twice and got message inbox too full
Your phone numbers dont exist or we get disconnected.
How do you operate?
I challenge you to sue me so we can expose the thousands of complaints and bring this out to the media!
Overview of MWEB.co.za complaint handling
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MWEB.co.za contacts
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MWEB.co.za phone numbers877 000 777877 000 777Click up if you have successfully reached MWEB.co.za by calling 877 000 777 phone number 87 87 users reported that they have successfully reached MWEB.co.za by calling 877 000 777 phone number Click down if you have UNsuccessfully reached MWEB.co.za by calling 877 000 777 phone number 255 255 users reported that they have UNsuccessfully reached MWEB.co.za by calling 877 000 777 phone numberTechnical Support087 700 5000087 700 5000Click up if you have successfully reached MWEB.co.za by calling 087 700 5000 phone number 33 33 users reported that they have successfully reached MWEB.co.za by calling 087 700 5000 phone number Click down if you have UNsuccessfully reached MWEB.co.za by calling 087 700 5000 phone number 189 189 users reported that they have UNsuccessfully reached MWEB.co.za by calling 087 700 5000 phone numberSales
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MWEB.co.za emailsmwebinfo@mweb.co.za100%Confidence score: 100%Supportcare@mweb.co.za92%Confidence score: 92%Supportsupport@mweb.co.za74%Confidence score: 74%Support
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MWEB.co.za addressMWEB Building, 100 Fairway Close, Parow, 7500, South Africa
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