I purchased a laptop from Game and received a 3GB mweb capped account as part of the deal. After a month of going through countless calls and tedious paperwork (both unecessary), I finally managed to get my account going. I tried out the account and was pleased with the browsing experience. I was happy 
My problem arose when I left my PS3 on overnight to download thinking that I would be capped once I reach the 3GB mark as I am when I use my other internet accounts. I checked my mweb account the next morning to realise that I wasn't capped and that I was being charged for exceeding the cap! There were no notifications sent to me nor was I advised of any charges should I exceed my cap. I believed like all my other ADSL subscriptions with other ISPs that I will be capped once I reach my cap as that is what I've essentially signed up for. (I was not informed that there was 'fine print' in my contract which stated otherwise)
I called the call centre and explained my problem to the call centre agent who told me that the sales team should've advised me that I will be charged for exceeding the cap and that the option to cap a capped account is on the website and the default is set to charge for excess usage on a per mb basis (shouldn't it be defaulted to cap an account and the customer be given the option to exceed the cap?). She referred the call to the sales division who took no action. I changed my account to the booster option manually on the website immediately. I then followed up on my query and the agent advised me that Game should have informed me of the clause and that I should've received a notification via email on my mweb email. I've never used my mweb email and was not informed that I would need to use it to receive communications. I did state my primary email (the one I use daily on my blackberry) on the application form so I should've received the notifications at this address and not the mweb address. The agent stated that I should've known that the mweb address would be the one used.
Upon trying to set up a forward from the website I found that my mweb email account was not even set up so I was never notified of reaching or exceeding my cap. With other ISP's I'm sent an email at 50% of my cap, then 75% and then I start to receive sms's (all free services) from 80% onwards to inform me of my cap status and to reply if I would like an extension. This is what I expected of mweb being a major competitor in this market, but instead at every turn there seems to be an additional charge attached to these services which I should know about (or so the agents keep telling me)
I discussed with every one of the mweb consultants if they could use my cap for the current month and if necessary, the next month as well to cover the exceeded portion and none of the consultants were even remotely interested in assisting me or trying to make some sort of a plan to help me. The only individual who assisted me finally managed to convince somebody in their customer services division to reduce the amount to the charge of a booster pack (3.5GB). I was told that no manual intervention can be done to use the remaining cap option and thats the best they can do.
So that's where my query stands with the company... I will be charged, albeit a lesser amount, but charged for something I was not made aware of or notified accordingly. Remember, before signing up with mweb, prepare yourself for dealing with some pretty unfriendly characters on the other end of the line and please ensure you read between the lines or face being robbed the way I was.
Cheers!
PS: I also spoke to the technical support team to try and fix my email account and their idea of resolving spam is to change my email password!
My problem arose when I left my PS3 on overnight to download thinking that I would be capped once I reach the 3GB mark as I am when I use my other internet accounts. I checked my mweb account the next morning to realise that I wasn't capped and that I was being charged for exceeding the cap! There were no notifications sent to me nor was I advised of any charges should I exceed my cap. I believed like all my other ADSL subscriptions with other ISPs that I will be capped once I reach my cap as that is what I've essentially signed up for. (I was not informed that there was 'fine print' in my contract which stated otherwise)
I called the call centre and explained my problem to the call centre agent who told me that the sales team should've advised me that I will be charged for exceeding the cap and that the option to cap a capped account is on the website and the default is set to charge for excess usage on a per mb basis (shouldn't it be defaulted to cap an account and the customer be given the option to exceed the cap?). She referred the call to the sales division who took no action. I changed my account to the booster option manually on the website immediately. I then followed up on my query and the agent advised me that Game should have informed me of the clause and that I should've received a notification via email on my mweb email. I've never used my mweb email and was not informed that I would need to use it to receive communications. I did state my primary email (the one I use daily on my blackberry) on the application form so I should've received the notifications at this address and not the mweb address. The agent stated that I should've known that the mweb address would be the one used.
Upon trying to set up a forward from the website I found that my mweb email account was not even set up so I was never notified of reaching or exceeding my cap. With other ISP's I'm sent an email at 50% of my cap, then 75% and then I start to receive sms's (all free services) from 80% onwards to inform me of my cap status and to reply if I would like an extension. This is what I expected of mweb being a major competitor in this market, but instead at every turn there seems to be an additional charge attached to these services which I should know about (or so the agents keep telling me)
I discussed with every one of the mweb consultants if they could use my cap for the current month and if necessary, the next month as well to cover the exceeded portion and none of the consultants were even remotely interested in assisting me or trying to make some sort of a plan to help me. The only individual who assisted me finally managed to convince somebody in their customer services division to reduce the amount to the charge of a booster pack (3.5GB). I was told that no manual intervention can be done to use the remaining cap option and thats the best they can do.
So that's where my query stands with the company... I will be charged, albeit a lesser amount, but charged for something I was not made aware of or notified accordingly. Remember, before signing up with mweb, prepare yourself for dealing with some pretty unfriendly characters on the other end of the line and please ensure you read between the lines or face being robbed the way I was.
Cheers!
PS: I also spoke to the technical support team to try and fix my email account and their idea of resolving spam is to change my email password!
