MWEB customer service complaint

[Kratos8051]

My problem started around the 6th of October when an erroneous amount was deducted from my account. This was my second month at MWEB after migrating my ADSL line from Telkom. Around the same time, I received a bill from Telkom (after a notification from MWEB that my line was successfully migrated) and I was still paying Telkom for my ADSL line. On the 10th, I sent my first email to enquiry the bill(s). After not receiving any response from them, I again sent an email on the 18th. After again not hearing from MWEB, I sent another email to the person that initially arranged my ADSL migration. On the 28th, I received the bill for October. I immediately responded to the billing address. On the 31st, I filed a complaint using the complaint email address. Up to date, I haven't received any response from MWEB on why I'm paying double for my ADSL line and why such a large amount was deducted from my account.

I am so upset with MWEB's customer service, that I'm phoning them tomorrow to cancel my subscription. If there are potential new ADSL customers out there reading this, look to other ISPs. MWEB is quick to take your money, but extremely reluctant to address billing issues, especially when it seems to benefit them.

 

[Hummercellc]

Well Mweb Canceled my account for abuse (so they say) and i have been debited for November but they canceled my account in october! Go to Openweb Mrbeep is very helpful and offers the best service.

 

[copacetic]

Any issues I've had with MWEB were met with a desire to help, and a resolution of all problems.

Have you tried phoning them? They have an accounts department.

 

[Hummercellc]

Any issues I've had with MWEB were met with a desire to help, and a resolution of all problems.

Have you tried phoning them? They have an accounts department.

I did, but the accounts department had no knowledge of my account being canceled! So they transferred to sales, who transferred me to technical, who transferred me to abuse, who transferred me back to accounts....

Still they say my account is active but i can no longer connect with it and it is not showing in the signmein center on Mweb's website...

I emailed abuse and accounts been waiting since the 31st for a response...

I have put a stop on my debit order and notified accounts but they don't seem to care all i got was "we will blacklist you if you don't pay"

So in a nut shell good reddens to bad rubbish.

 

[copacetic]

I did, but the accounts department had no knowledge of my account being canceled! So they transferred to sales, who transferred me to technical, who transferred me to abuse, who transferred me back to accounts....

Still they say my account is active but i can no longer connect with it and it is not showing in the signmein center on Mweb's website...

I emailed abuse and accounts been waiting since the 31st for a response...

I have put a stop on my debit order and notified accounts but they don't seem to care all i got was "we will blacklist you if you don't pay"

So in a nut shell good reddens to bad rubbish.

Sucks, yeah.

I hate to ask, but you were not abusing the account at all?

The reason I ask, is not accusatory, that's just one thing I'd detest about an ISP, if they aren't transparent about what constitutes abuse.

 

[Hummercellc]

Sucks, yeah.

I hate to ask, but you were not abusing the account at all?

The reason I ask, is not accusatory, that's just one thing I'd detest about an ISP, if they aren't transparent about what constitutes abuse.

Well i had the account for 20 months, i used nothing less then 500GB a month, never ever did i get a email to say i was abusing it, then last month i get a email saying "your account will be canceled due to abuse" however my usage pattern did not change for 20 months!

So to be fare, why did it take Mweb 20 months to cancel my account if they feel i was abusing it? why did it not get canceled in the 1st, 2nd or 3rd month?

 

[copacetic]

Well i had the account for 20 months, i used nothing less then 500GB a month, never ever did i get a email to say i was abusing it, then last month i get a email saying "your account will be canceled due to abuse" however my usage pattern did not change for 20 months!

So to be far, why did it take Mweb 20 months to cancel my account if they feel i was abusing it? why did it not get canceled in the 1st, 2nd or 3rd month?

I suppose MWEB are technically in the right about this (I believe they have a clause about unassisted downloading), but I strongly feel that uncapped should be uncapped (I understand the ISP's do the best they can, but this is not the customer's issue).

Anyway, just **** luck I guess, coming up on their radar.

 

[Carbon_Fibre]

I suppose MWEB are technically in the right about this (I believe they have a clause about unassisted downloading), but I strongly feel that uncapped should be uncapped (I understand the ISP's do the best they can, but this is not the customer's issue).

Anyway, just **** luck I guess, coming up on their radar.

They have a right to cancel, but they don't have a right to debit his account if it is cancelled. MWEB's billing is terrible imo, much much worse than Telkom.

 

[MWEBHelp]

My problem started around the 6th of October when an erroneous amount was deducted from my account. This was my second month at MWEB after migrating my ADSL line from Telkom. Around the same time, I received a bill from Telkom (after a notification from MWEB that my line was successfully migrated) and I was still paying Telkom for my ADSL line. On the 10th, I sent my first email to enquiry the bill(s). After not receiving any response from them, I again sent an email on the 18th. After again not hearing from MWEB, I sent another email to the person that initially arranged my ADSL migration. On the 28th, I received the bill for October. I immediately responded to the billing address. On the 31st, I filed a complaint using the complaint email address. Up to date, I haven't received any response from MWEB on why I'm paying double for my ADSL line and why such a large amount was deducted from my account.

I am so upset with MWEB's customer service, that I'm phoning them tomorrow to cancel my subscription. If there are potential new ADSL customers out there reading this, look to other ISPs. MWEB is quick to take your money, but extremely reluctant to address billing issues, especially when it seems to benefit them.

Good morning Kratos8051

Your experience thus far seems awful, however we do have a process for this.

Please provide me your MWEB email address via inbox messaging and I will ensure your query is provided the level of urgency it requires.

Kind regards,
MWEB Guy

 

[MWEBHelp]

My problem started around the 6th of October when an erroneous amount was deducted from my account. This was my second month at MWEB after migrating my ADSL line from Telkom. Around the same time, I received a bill from Telkom (after a notification from MWEB that my line was successfully migrated) and I was still paying Telkom for my ADSL line. On the 10th, I sent my first email to enquiry the bill(s). After not receiving any response from them, I again sent an email on the 18th. After again not hearing from MWEB, I sent another email to the person that initially arranged my ADSL migration. On the 28th, I received the bill for October. I immediately responded to the billing address. On the 31st, I filed a complaint using the complaint email address. Up to date, I haven't received any response from MWEB on why I'm paying double for my ADSL line and why such a large amount was deducted from my account.

I am so upset with MWEB's customer service, that I'm phoning them tomorrow to cancel my subscription. If there are potential new ADSL customers out there reading this, look to other ISPs. MWEB is quick to take your money, but extremely reluctant to address billing issues, especially when it seems to benefit them.

Good Afternoon Kratos8051

I have received feedback that one of our customer care representatives has made contact with you today. Please do not hesitate to contact me should you require any further assistance.

Kind regards,
MWEB Guy