Mweb cancellation hassels

K

KoKaRoT

Senior Member
Joined
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JHB
Hi,

I subscribed to the 6month + 2 months free promo Mweb was running 2 months back, I was not satisfied with the service and did not see fit to continue with it.

I then sent a cancellation letter to Mweb, nevermind being asked to also fill out a cancellation form aswell 2 weeks later. [email protected], it was sent on the 21st of June 2011 ( agreement signed 13th of June 2011) as Mweb offers no such thing as trial or a test account, so this was the next best offer at the time.

Then after a week of waiting for a Reply, i finally got a email from Mweb stating , RE: [REF#: 20110621003125] : Cancellation

"Dear xxxxx,



Thank you for your email.



Apologies for the delay in response as we are currently experiencing high email volumes.



I have logged a callback request with our technical specialists for today, your reference number is : 641540.



At present we are unable to process the cancellation of you 6 month contract.



Please feel free to contact us should you require any further assistance.



Kind Regards

Refqah Davids

MWEB Operations : Client Services

Tel : + 27 021 596 8820

Fax : + 27 021 596 8915

email: [email protected]"

I still received an invoice for the Month of July, shortly after receiving this mail.

on the 12th of July i received this email RE: [REF#: 20110701002141]

"Dear xxxx



This e-mail serves to confirm that your account 11223888 has been scheduled for cancellation on 31/12/2011.



Please contact us should you need any further assistance.


Kind Regards

Isabel Meyer

MWEB Customer Contact Centre: E-mail Centre"


Now please explain to me, why i get sent that my contract will be cancelled on the 31/12/2011 (which is the date it would end anyway)
the whole point of sending the cancellation letter was to end the contract prior to ending date.

it is now the 28/08/2011 and i am still receiving the monthly invoice.. ( which i cancelled 2 months ago) which they have now billed me for LINE and DATA R900 a month, when i never signed a contract for Mweb to handle the Line. And not once has Telkom mentioned that Mweb is responsible for my line and should handle faults with them or whatever, so i still pay Telkom Line rental for my ADSL.

So Mweb charges me R900 for all inclusive and Telkom charges me for ADSL rental R413... Nice one Mweb.

Can someone tell me where to go from here.

many thanks
 
I am slightly confused by this post but you signed an 8 month contract basically with 2 months free, you were not satisfied with the service after two months and then proceeded to try and cancel the contract? Now mweb are charging for the line and bandwidth when they should they only be charging for the bandwidth?


If that is how it went down there is nothing you can do but suck it and pay, you did sign the contract. The mweb rep on here should be able to correct the billing issue but the contract you won't get out of.
 
alf101 said:
Join the club.

They stole about R 600 from me about 6 years ago.

Some things never change.
Click to expand...

Hi alf101,

Please provide me with your details, so that I can investigate further.

Kind regards,

MWEB Guy
 
KoKaRoT said:
Hi,

I subscribed to the 6month + 2 months free promo Mweb was running 2 months back, I was not satisfied with the service and did not see fit to continue with it.

I then sent a cancellation letter to Mweb, nevermind being asked to also fill out a cancellation form aswell 2 weeks later. [email protected], it was sent on the 21st of June 2011 ( agreement signed 13th of June 2011) as Mweb offers no such thing as trial or a test account, so this was the next best offer at the time.

Then after a week of waiting for a Reply, i finally got a email from Mweb stating , RE: [REF#: 20110621003125] : Cancellation

"Dear xxxxx,



Thank you for your email.



Apologies for the delay in response as we are currently experiencing high email volumes.



I have logged a callback request with our technical specialists for today, your reference number is : 641540.



At present we are unable to process the cancellation of you 6 month contract.



Please feel free to contact us should you require any further assistance.



Kind Regards

Refqah Davids

MWEB Operations : Client Services

Tel : + 27 021 596 8820

Fax : + 27 021 596 8915

email: [email protected]"

I still received an invoice for the Month of July, shortly after receiving this mail.

on the 12th of July i received this email RE: [REF#: 20110701002141]

"Dear xxxx



This e-mail serves to confirm that your account 11223888 has been scheduled for cancellation on 31/12/2011.



Please contact us should you need any further assistance.


Kind Regards

Isabel Meyer

MWEB Customer Contact Centre: E-mail Centre"


Now please explain to me, why i get sent that my contract will be cancelled on the 31/12/2011 (which is the date it would end anyway)
the whole point of sending the cancellation letter was to end the contract prior to ending date.

it is now the 28/08/2011 and i am still receiving the monthly invoice.. ( which i cancelled 2 months ago) which they have now billed me for LINE and DATA R900 a month, when i never signed a contract for Mweb to handle the Line. And not once has Telkom mentioned that Mweb is responsible for my line and should handle faults with them or whatever, so i still pay Telkom Line rental for my ADSL.

So Mweb charges me R900 for all inclusive and Telkom charges me for ADSL rental R413... Nice one Mweb.

Can someone tell me where to go from here.

many thanks
Click to expand...

Hi KoKaRoT,

I have escalated your query to the relevant department to investigate and feedback you.

Kind regards,

MWEB Guy
 
Well you signed a 6 month contract did you not? Why not then sign up for one of the billions of accounts that doesnt require contracts? You cant expect to get the advantage of free few months and not want the commitment of the 6 month contact which you agree`d to.
 
MWEB Guy said:
Hi KoKaRoT,

I have escalated your query to the relevant department to investigate and feedback you.

Kind regards,

MWEB Guy
Click to expand...

@MWEB GUY. check your pm. I am also experiencing billing problems
 
CPA should allow him to cancel, and pay a reasonable cancellation fee. Since seeing there was no free hardware thrown in, and MWEB loses nothing from the remaining months (except the subscription fee), the reasonable cancellation fee should be the admin cost of the paper work. Not more that a couple hundred rand.
 
ToxicWazte said:
pay a reasonable cancellation fee
Click to expand...

Agreed, pay for the months used as free months are effectively void, so treat it like the month-to-month option.

Suprised you want to cancel, I have tested Afrihost and MWEB on the same lines at various locations in Cape Town and surrounds and the MWEB consistently outperforms the Afrihost. MWEB also doesn't have the annoying traffic shaping on things like VPNs which is a pain on Afrihost.
 
ToxicWazte said:
CPA should allow him to cancel, and pay a reasonable cancellation fee. Since seeing there was no free hardware thrown in, and MWEB loses nothing from the remaining months (except the subscription fee), the reasonable cancellation fee should be the admin cost of the paper work. Not more that a couple hundred rand.
Click to expand...

So if i sign up with mweb on a 12 month contract i can just cancel in 2 months if i want now? What is reasonable in this case?
 
Bern said:
Agreed, pay for the months used as free months are effectively void, so treat it like the month-to-month option.

Suprised you want to cancel, I have tested Afrihost and MWEB on the same lines at various locations in Cape Town and surrounds and the MWEB consistently outperforms the Afrihost. MWEB also doesn't have the annoying traffic shaping on things like VPNs which is a pain on Afrihost.
Click to expand...

+1

BUT... Mweb also doesnt sell @ R15/Gig. Thus you cant have your cake and eat it. ; )
 
they may not penalise the OP by charging him more than his original contract value. Seems like they are...

According to the CPA they may charge him a reasonable cancelation fee but they should let him out of the contract earlier. They did not provide hardware..
 
6months, first 2months free: signup for 6month contract, first 2months are debited and credited (effectively free), remaining 4months debited at normal rates.
Should you cancel before the end of the 6monts you will be debited for the first 2months, and will still be liable for the remaining months.

I think what they do if you cancel is put it as pending for the remainder of the contract because you have paid (or agreed to pay, via contract) for the 6months of service so they will (and are obligated to) make it available to you whether you use it or not. I dont think they are obligated to refund you for any portion of the 6months as you signed a contract. I'm not sure as to the effect of the CPA in this matter.

Also I'm sure they are probably billing you for the line as well if you selected data + adsl line on the site. If both mweb AND telkom is billing you for the adsl line then you should send proof of such to mweb so that they can refund you and have the line moved over.
 
a contract is a concract. if you cancel, you must pay for the six (6) months of the contract, as you used it for two (2) months, that leave you with another four (4) months. thats the law. plain and simple. cpa make provision for 21 days to cancel. and thats it. good luck...
 
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