skaapgif
Member
Buy one pay for two? That's the service I got from MWEB.
I don't like going public about a service problem, but after 3 months of phone calls and emails I don't see any other option.
In 15 June 2010 I got a notice from [email protected] stating the following:
Apparently I was using more devices behind my connection than they allowed and I would have to upgrade to a business account to continue. Fair enough, even though I find the rules vague I was willing to abide by it. I moved most of my devices to a different ISP and applied online for a new uncapped account at MWEB for normal surfing.
A few days later an MWEB sales consultant called me and explained that since my ID No. had previously been marked as abuse she would not be able to activate my account and that I would have to email [email protected] to ask them to reinstate my old account. On her advice I followed her instructions and emailed abuse on the 5th of August. They responded by the 12th stating that they had removed the blacklisting of my telephone number and that I had to forward our correspondence to [email protected] to schedule re-activation of my account for the 1st of September.
The 1st of September came and indeed I could connect and use my mweb uncapped once again. HOWEVER, checking my credit card statement on the 8th of September, I realise that MWEB had deducted an uncapped fee for two accounts, one that already started in August and another that started in September. While the sales lady informed me that my online application could not go through due to the previous abuse, this account did indeed go through and was deducted from my credit card.
I've been trying to resolve this issue since September with 3 emails being completely ignored by Isabel, I made contact with Melissa whom after one response also ignored any further emails sent. I then called and spoke to Andre and was basically told that this was my mistake? I should have known that if I applied online and then asked for my old account to be reinstated that I would end up with two accounts - yes I would normally assume that, but not if informed differently by mweb themselves.
Am I the only one who feels this is unfair? Who's in for MWEB's buy one pay for two service?
I don't like going public about a service problem, but after 3 months of phone calls and emails I don't see any other option.
In 15 June 2010 I got a notice from [email protected] stating the following:
Apparently I was using more devices behind my connection than they allowed and I would have to upgrade to a business account to continue. Fair enough, even though I find the rules vague I was willing to abide by it. I moved most of my devices to a different ISP and applied online for a new uncapped account at MWEB for normal surfing.
A few days later an MWEB sales consultant called me and explained that since my ID No. had previously been marked as abuse she would not be able to activate my account and that I would have to email [email protected] to ask them to reinstate my old account. On her advice I followed her instructions and emailed abuse on the 5th of August. They responded by the 12th stating that they had removed the blacklisting of my telephone number and that I had to forward our correspondence to [email protected] to schedule re-activation of my account for the 1st of September.
The 1st of September came and indeed I could connect and use my mweb uncapped once again. HOWEVER, checking my credit card statement on the 8th of September, I realise that MWEB had deducted an uncapped fee for two accounts, one that already started in August and another that started in September. While the sales lady informed me that my online application could not go through due to the previous abuse, this account did indeed go through and was deducted from my credit card.
I've been trying to resolve this issue since September with 3 emails being completely ignored by Isabel, I made contact with Melissa whom after one response also ignored any further emails sent. I then called and spoke to Andre and was basically told that this was my mistake? I should have known that if I applied online and then asked for my old account to be reinstated that I would end up with two accounts - yes I would normally assume that, but not if informed differently by mweb themselves.
Am I the only one who feels this is unfair? Who's in for MWEB's buy one pay for two service?
