look, you are just making yourself and your company look worse when you try to shift the blame to the consumer, you wont win by going that route.
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Mweb blacklisted me for their mistake
- Thread starter cavedog
- Start date
look, you are just making yourself and your company look worse when you try to shift the blame to the consumer, you wont win by going that route.
I brought this in the public because Mweb failed to resolve this matter and blacklisted me...... What more do I need to say. Only now I'm getting the help I wanted before I got blacklisted. Not to mention the lady only listening to the calls I had with the person that told me the account would be canceled. But she doesn't comment on how rude and unhelpful the specialist was with the very last conversation I had with mweb.
I was told my account will be suspended when the trial was over. The lady told me that because I was connected to the account after the 30 days that the billing had continued.
So its fine for you guys just to bill me after that even though I was told this wouldn't happen. That is why I gave the account for my parents to use. The account was terminated but reactivated by mweb without my knowledge or request. Yes I said the account worked well when I was asked a couple of days later cause it was still working but that doesn't mean I wanted it.
Mweb assumed so and that is where the the confusion came. Not because I did something wrong. I went according to Mwebs info and what I was told.
If you buy R30 airtime on prepaid and was told you can not exceed that R30 cause you will be stopped [as that is the service offered by the isp] and you get R40 then its the service providers loss as they offered a service that can not exceed that limit.
Mweb offered me that service and now changed it to yes I must pay because there is usage on after that limit which btw was not stopped by Mweb.
As I discussed with that lady dealing with me. I will pay the amount cause I only have the stuff mweb is giving me. I don't have recorded voice calls proof that they will stop the service so for me to go to a lawyer will be just too much money and time. I just don't want to be blacklisted thats all. I was hoping since some of the blame is on Mweb that we can met each other half way on the amount needed to be paid.
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Cavedog I will quite happily in the spirit of giving the customer the benefit of the doubt arrange for the blacklisting to be removed, however I think it's fair if we call this a mutual misunderstanding at this point as there is clearly a difference of opinion about the course of events. The account you were billed on was in fact not a proper trial account - you had already signed up as I understand it and then asked for the free month to be inserted on the account after the fact.
The billing details were subsequently removed from that account to avoid a charge going through. I can perhaps understand how there may have been some confusion at this point regarding your intention when asking for this to happen and I will further concede the point that you thought your purchased account had changed into a 30 day trial, which you mistakenly continued to use for a further 3 months. downloading between 100 - 200 GB per month on average.
So in the interests of good service I will agree to have the blacklisting removed, lets consider the matter closed and not discuss it any further.
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Penquin
Expert Member
Lol, BS. Like I said in my post on the second page. I was also billed for the free month and afterwards still, MWEB also did not disconnect the account and I check periodically to see if it's still active and it was. It all comes down to the email that was sent @ the end of April by MWEB.
Edit: I'm glad your blacklisting is being removed Cavedog, just a pity you have to go public first to get good service from the big companies.
You can PM me Cavedog if you want this email. By sending this email, it is was MWEB's responsibility to cancel the account on the 30th of April and no one can be held liable for the amount of GB's they downloaded after the 30th.
Edit: I'm glad your blacklisting is being removed Cavedog, just a pity you have to go public first to get good service from the big companies.
You stated you couldn't use it because it was suspended... now you're saying you did use it but its not your fault because it wasn't suspended, and you in fact used 100's of GBs according to MWEB? I'm with MWEB on this one... its basically theft.
If you want an analogy - if you rent a car for 10 days, and the rental company fails to collect it on a specified date, it doesn't mean you can keep using it for another 30-days for free... you know the trial was for 30-days, you should have stopped using it after that, if you gave the details to someone else, and they used it - its your problem, not MWEBs
Well this is a tough one. There are always 3 sides to a story.
The bottom line is if it was a 30 day free trial, you shouldn't have used it afterwards. If you didn't, then MWEB should look into their logs and see who's phone line accessed the account, and bill that telkom account holder.
Another point is that the account in question is a 512kbps line as far as I have read. The absolute maximum running at full 512kbps 24/7 will only allow 167 gb. So if he did in fact use between 100-200 gb, mweb wasn't limiting the line speed to their advertised line speed. As we all know, mwebs shaping policy would not allow full 24/7 speed. So I find it hard to believe that he would have even used 130gb (In my opinion).
Blacklisting does seem harsh, and in my dealings with mweb, they have always gone the extra mile to make sure I was happy.
But this was supposed to be a trial, and we will have to take your word for that as we (the readers) only have the info posted by you and mweb. Not the Whole story.
Take the deal man. And make sure that it is cleared (your credit rating)
The bottom line is if it was a 30 day free trial, you shouldn't have used it afterwards. If you didn't, then MWEB should look into their logs and see who's phone line accessed the account, and bill that telkom account holder.
Another point is that the account in question is a 512kbps line as far as I have read. The absolute maximum running at full 512kbps 24/7 will only allow 167 gb. So if he did in fact use between 100-200 gb, mweb wasn't limiting the line speed to their advertised line speed. As we all know, mwebs shaping policy would not allow full 24/7 speed. So I find it hard to believe that he would have even used 130gb (In my opinion).
Blacklisting does seem harsh, and in my dealings with mweb, they have always gone the extra mile to make sure I was happy.
But this was supposed to be a trial, and we will have to take your word for that as we (the readers) only have the info posted by you and mweb. Not the Whole story.
Take the deal man. And make sure that it is cleared (your credit rating)
killadoob
Honorary Master
How do you continue to use a free account after it expired and rack up 100's of gb's and then blame mweb?
As rapid says mweb never did their job, that does not mean you should go and abuse the account.
Pay your bill and ask mweb to remove you from itc. Sounds like you took a chance and got caught out.
As rapid says mweb never did their job, that does not mean you should go and abuse the account.
Pay your bill and ask mweb to remove you from itc. Sounds like you took a chance and got caught out.
I think consumer and mweb both at fault here... Blacklisting someone without even contacting them about it etc is terrible though. All these big companies do it because they can yet they make it absolutely ****ing impossible to actually contact anyone who can sort it out and they generally don't know their arse from their elbows. This means the consumer then has to shell out (usually a lot of) cash to get a lawyer involved.
rorzor I agree that there are portions of this matter that we could have handled better, before it came to this point. However there were actually various communications between us and Cavedog before the debt was written off and the ITC listing put on. As I've said though I'm willing to give the benefit of the doubt in favor of the customer and I will initiate the process to have his blacklisting removed today.
Stevie G
Banned
I still think it is MWeb's responsibility to end the trail account. everything that happens after that is mweb's fault as they did NOT stop it. now you want to blame the person for using and abusing it. that is not his responsibility, but mweb's. if mweb did what they suppose to do then we will not be discussing this problem here.
the same thing happened to me with dstv. i got the compact package and took the extraview. they accidentally put me on full bouquet. i left it at that for at least another 6-8 days. they found out and then billed me for it. why must the consumer alsways pay for the fakkup of the companies. this is all boel****.
Whatever losses mweb experienced after they did not stop the account, they must take full responsibility.
the same thing happened to me with dstv. i got the compact package and took the extraview. they accidentally put me on full bouquet. i left it at that for at least another 6-8 days. they found out and then billed me for it. why must the consumer alsways pay for the fakkup of the companies. this is all boel****.
Whatever losses mweb experienced after they did not stop the account, they must take full responsibility.
What I would like to know from you and pretty much all companies that have these kind of problems is what are you doing to ensure it does not happen again?
More checks before blacklisting someone?
Changes to the system so that it implements trial accounts properly?
Surely if you had some communication with Cavedog then it shouldn't have got to the point of ITC?
You haven't explained why the trial account was not automatically stopped. Perhaps Mweb is hoping that by racking up a bill they will force an extra month?
Stevie G
Banned
And all you ppl still want to business with these monkeys.
andwoo8182
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Sounds like he did explain that how the trial was not automatically terminated, as cavedog signed up with mweb for a standard account, and then after the fact requested that a free trial be inserted into that account, so essentially after the free trial expired the underlying account remained. Unfortunate misunderstanding on both sides, so take the deal. I would side with Mweb, as far as I can tell the consumer didn't fully understand the technical setup of the accounts.
A customer is not expected to understand the underlying technical setup of anything. A trial is a trial and it would be very simple to end it automatically.
Amos_Keeto
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Regardless of who was at fault, or any predilections MWEB may have for blacklisting people, frankly I don't give a crap, but this:
This right here...
is where you completely missed the boat.
My dear old mum always says that it's not what you say, but how you say it... And boet, if I was your manager, I would call you in and haul you over the coals so badly, you would wish for corporal punishment in the workplace. Your are a freaking public representative of MWEB on these here forums, so you better learn to check your damn ego at the door!
When the natives are restless, you calm them down and stay polite, you don't cover yourself in freaking frosting!
People aren't going to remember Will@MWEB helping to resolve this situation, they're going to remember your snotty remarks. So yeah, you have managed to do more damage to MWEBs image with that one post, than they did by blacklisting somebody.
This right here...
is where you completely missed the boat.
My dear old mum always says that it's not what you say, but how you say it... And boet, if I was your manager, I would call you in and haul you over the coals so badly, you would wish for corporal punishment in the workplace. Your are a freaking public representative of MWEB on these here forums, so you better learn to check your damn ego at the door!
When the natives are restless, you calm them down and stay polite, you don't cover yourself in freaking frosting!
People aren't going to remember Will@MWEB helping to resolve this situation, they're going to remember your snotty remarks. So yeah, you have managed to do more damage to MWEBs image with that one post, than they did by blacklisting somebody.
Because it wasn't configured as a trial account Lounger, which I clearly stated. Cavedog signed up under his own details and there is then some confusion around how the request was made to utilize the 30 day trial he was awarded in relation to this account, which is why given reasonable doubt and time passed I am willing to rule in his favor on the matter and consider the issue closed.
Does this seem like a reasonable resolution to you?
andwoo8182
Member
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I agree to an extent Lounger, but one will just end up worse off if you're not clued up. For the masses we need the companies to provide a service that's user friendly, but in an ever changing environment that's not always easy. You've got to know what you're signing up for. Mweb is being more than user friendly to let this issue go away and remove cavedog from the blacklist.
It sounds like cavedog signed up (with the intention of paying month per month for the forseeable future) but then subsequently realised that a free month promotion was on at the same time, put through a request to get the free month added to his account, and then instead of making sure he cancelled his account, he relied on the free trial expiring. It all depends on how clear he was when he requested the free trial (did he request a free month, or did he request that his account be completely converted to a free trial account that would automatically expire after 30 days).
It sounds like cavedog signed up (with the intention of paying month per month for the forseeable future) but then subsequently realised that a free month promotion was on at the same time, put through a request to get the free month added to his account, and then instead of making sure he cancelled his account, he relied on the free trial expiring. It all depends on how clear he was when he requested the free trial (did he request a free month, or did he request that his account be completely converted to a free trial account that would automatically expire after 30 days).
They should automatically have offered him the free month to be reasonable. Then they apparently erred in not adding him as requested. Then they blacklisted him quite quickly (again apparently).
Of course the outcome is positive - only I seem to see a hellava lot of complaints about billing - over and over and over. Even I had this problem. Maybe something should change in that section because they don't seem to be on top of things.