MWEB - problem with Account Duplication

[rainynight65]

I just posted this on Hellopeter:

"A few months ago I signed up for MWEBs Uncapped ADSL access. The service delivery was quick and reasonably efficient, my access is stable.

About two months back I received a letter telling me that my account was on hold because I owed three months worth of fees. That made no sense to me because there was a debit order. I compared the account details and saw that the customer number was different. Immediately I phoned MWEBs accounts department and queried the issue, and was told that there was a duplication of the account and it would be queried with Sales. Several inquiries over the next few weeks had no result but I was assured that the issue would be handled.

Today I received an SMS telling me that my overdue account would be listed with the credit bureau. I again phoned MWEB immediately and queried the issue. The person I spoke to was Wesaal Joubert from the collections dept. It appears my previous query had not been handled.

I am going to follow up with her next week, but I need to put emphasis on this issue. I am not going to get into trouble with the credit bureau because of MWEBs error, and I have NO problems terminating my MWEB subscription over this. "

That's the long and short of it. Did anyone have similar problems with MWEB?

 

[eugenevdm]

Why on earth would you go to Hello Peter to sort it out? Surely a call to M-Web with a follow up should sort it out? Maybe a bit of perseverance on your side? I run a small ISP and in spite of each and every person who works here wanting to always give excellent service mistakes on our system sometimes happen. It's mostly human error but once the problem is identified it can normally be sorted out quickly. I imagine in a large firm like M-Web mistakes also happen, it's not really bad service always, just a system problem. Something that can normally be sorted out by just having a bit of perseverance.

I guess Hello Peter have made it way too easy to "force" service out of companies.

 

[rainynight65]

I am not someone to run to Hellopeter whenever there is a little bit of trouble. I have called MWEB with this issue - numerous times over the last two months. It was being handed back and forth and I was told it would be sorted. Now I am under threat of an immanent ITC listing because of their mistake, and them not doing anything about it for two months despite several phone calls. Sorry, phone calls alone don't cut it anymore. I am going to follow up with them next week either way but I feel a bit more pressure is warranted.

 

[jvk]

It appears my previous query had not been handled

thats why he posted on hellopeter.... i would have done the same thing... you shouldn't have to beg for service !
it wasn't his fault but it is obviously causing him stress and mweb didn't respond to his original query so yes he has a right to go to hellopeter.

 

[MWEBHelp]

I just posted this on Hellopeter:

"A few months ago I signed up for MWEBs Uncapped ADSL access. The service delivery was quick and reasonably efficient, my access is stable.

About two months back I received a letter telling me that my account was on hold because I owed three months worth of fees. That made no sense to me because there was a debit order. I compared the account details and saw that the customer number was different. Immediately I phoned MWEBs accounts department and queried the issue, and was told that there was a duplication of the account and it would be queried with Sales. Several inquiries over the next few weeks had no result but I was assured that the issue would be handled.

Today I received an SMS telling me that my overdue account would be listed with the credit bureau. I again phoned MWEB immediately and queried the issue. The person I spoke to was Wesaal Joubert from the collections dept. It appears my previous query had not been handled.

I am going to follow up with her next week, but I need to put emphasis on this issue. I am not going to get into trouble with the credit bureau because of MWEBs error, and I have NO problems terminating my MWEB subscription over this. "

That's the long and short of it. Did anyone have similar problems with MWEB?

Hi rainynight65

I have been informed that you were contacted and this is being resolved.

Kind regards
MWEB Operations

 

[rainynight65]

Thank you MWEB. Yes, I was contacted and told that the duplicate account was cancelled, and to await full feedback before the end of business today.

 

[thisgeek]

I can't believe it took THIS long to get sorted out. I remember you telling me about it a couple of weeks ago.

 

[killadoob]

Why on earth would you go to Hello Peter to sort it out? Surely a call to M-Web with a follow up should sort it out? Maybe a bit of perseverance on your side? I run a small ISP and in spite of each and every person who works here wanting to always give excellent service mistakes on our system sometimes happen. It's mostly human error but once the problem is identified it can normally be sorted out quickly. I imagine in a large firm like M-Web mistakes also happen, it's not really bad service always, just a system problem. Something that can normally be sorted out by just having a bit of perseverance.

I guess Hello Peter have made it way too easy to "force" service out of companies.

Dude from the sounds of it rainy has done his part.

If you make a mistake then cannot rectify then threaten to list someone you can F right off i reckon.

It is not up to the customer to chase companies Fing up is it? Sadly dude hellopeter has FORCED companies to sort it out. That is the sad part, needing to force companies to do their job.

 

[grok]

Today I received an SMS telling me that my overdue account would be listed with the credit bureau

This is the part where I would have blown my top too. Threatening you with the credit bureau for their screw-up is not on!

 

[rainynight65]

MWEB called me today to tell me that the duplicate account had been cancelled, the charges were credited and action was taken to remove the ITC listing if it had already happened.

I hope this really is the end of it.