WTF Mweb

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Brenden_E

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Got a notice in the post today that I owe mweb R500 odd on my "suspended" account.
Mweb, I canceled my account 2 months ago (even got the emails confirming it back from your accounts department).

I'm pretty sure the last debit order came off my account. So how do I owe anything?
Furthermore, since I was on debit order and I never stopped any debit orders this *should* be impossible. But hey, Mweb managed it. Just like that!

I've pmed my username to mweb guy. Would love to know how this came to pass...
 
Brenden_E said:
Got a notice in the post today that I owe mweb R500 odd on my "suspended" account.
Mweb, I canceled my account 2 months ago (even got the emails confirming it back from your accounts department).

I'm pretty sure the last debit order came off my account. So how do I owe anything?
Furthermore, since I was on debit order and I never stopped any debit orders this *should* be impossible. But hey, Mweb managed it. Just like that!

I've pmed my username to mweb guy. Would love to know how this came to pass...
Click to expand...

Hi Brenden_E,

I have escalated your query to our Billing department, who will contact you tomorrow between 10h00 - 10h30am.

Kind regards,

MWEB guy
 
I've already received pm's from 2 guys that got black listed by mweb where it was mweb's fault. Seriously?
I suppose the strangest thing, they never bothered to email me! (my phone number changed, so that part is understandable)
 
Brenden_E said:
I've already received pm's from 2 guys that got black listed by mweb where it was mweb's fault. Seriously?
I suppose the strangest thing, they never bothered to email me! (my phone number changed, so that part is understandable)
Click to expand...

Hi Brenden

Our records show that the debit order for the beginning of June was rejected so the amount mentioned is still outstanding.

The billing email address on the account is your mweb one so we had no means of contacting you via email after the cancellation was processed.

Kind Regards
Will
 
Will@MWEB said:
The billing email address on the account is your mweb one so we had no means of contacting you via email after the cancellation was processed.
Kind Regards
Will
Click to expand...

That seems to be a massive systems process failure....
 
Will@MWEB said:
Hi Brenden

Our records show that the debit order for the beginning of June was rejected so the amount mentioned is still outstanding.

The billing email address on the account is your mweb one so we had no means of contacting you via email after the cancellation was processed.

Kind Regards
Will
Click to expand...

And a phone call?
 
I suppose the strangest thing, they never bothered to email me! (my phone number changed, so that part is understandable)

Probably why
 
hmmm, well your phone number changed, and you no longer had access to the cancelled email address, makes the ability of them to let you know there is a problem a tad hard eh? Did you not notice you suddenly had R500 more than u expected in your account at month end?

Just as everyone expects all corporates to look after their accounts properly and accuractely the same is expected from the customer side. On this one I'm with Mweb
 
Lesson to everyone. Watch out with Mweb. I had the same problem. Joined January 2011, cancelled end January 2011 (took a R79 package for 3gb data). Allready gave them the completed cancellation form the 25th of January. Then, about April, I got a letter stating I am blacklisted and owe them R400??? WTF??? How does the 3gb R79 package become R400? Only they will know. Now I am blacklisted but, believe me, I WILL NEVER USE THEM AGAIN!!!!
 
Sounds to me, that when people cancel their mweb account, mweb's system cancel the debit order before pulling the last payment they need. Kinda stupid.
 
Does anyone know if mweb charges you at the end of the month or at the start? Last time I was charged was on 31/05/2011 and it should have been canceled end of June.
I checked my account and it had more than enough funds on 31/06/2011 if mweb did attempt to charge at the end of the month. There's no notice of a failed debit either. Conclusion? You tell me, Mweb...

Edit: Mweb, I'll even provide a statement to show I had the funds available. You did not send out that debit order, did you? Burrrn baby buurrrn...
 
Last edited:
Keatano said:
Lesson to everyone. Watch out with Mweb. I had the same problem. Joined January 2011, cancelled end January 2011 (took a R79 package for 3gb data). Allready gave them the completed cancellation form the 25th of January. Then, about April, I got a letter stating I am blacklisted and owe them R400??? WTF??? How does the 3gb R79 package become R400? Only they will know. Now I am blacklisted but, believe me, I WILL NEVER USE THEM AGAIN!!!!
Click to expand...

wtf
 
Seriously, how hard is it to run a proper website based account management system?

Most ISP's I have been with have pretty shocking and archaic sign up / management systems. Which is surprising, they are meant to be the face of your business, which just happens to be "the gateway to the internet" which happens to consist of mainly webpages!

Axxess did the best job of management, it's so easy to cancel / subscribe to their services. Hell, I don't even think you need fax (lolfax, come on guys this is 2011 not 1991).

I shudder to think of how many more people have been blacklisted by MWEB for this rubbish that aren't aware of this forum. Because this seems to happen quite alot in these parts.
 
Brenden_E said:
Does anyone know if mweb charges you at the end of the month or at the start? Last time I was charged was on 31/05/2011 and it should have been canceled end of June.
I checked my account and it had more than enough funds on 31/06/2011 if mweb did attempt to charge at the end of the month. There's no notice of a failed debit either. Conclusion? You tell me, Mweb...

Edit: Mweb, I'll even provide a statement to show I had the funds available. You did not send out that debit order, did you? Burrrn baby buurrrn...
Click to expand...

Hi Brenden, please PM me your current contact details and I'll discuss the matter further with you telephonically.

EDIT : Nevermind I see that you did send this to MWEB Guy already - I will contact you now.
 
Last edited:
Keatano said:
Lesson to everyone. Watch out with Mweb. I had the same problem. Joined January 2011, cancelled end January 2011 (took a R79 package for 3gb data). Allready gave them the completed cancellation form the 25th of January. Then, about April, I got a letter stating I am blacklisted and owe them R400??? WTF??? How does the 3gb R79 package become R400? Only they will know. Now I am blacklisted but, believe me, I WILL NEVER USE THEM AGAIN!!!!
Click to expand...

Hi Keatano

Please could you let me have your contact details. I'd like to investigate this thoroughly and if there was any error on our part I'll make sure we get the blacklisting removed for you.

Kind Regards
Will
 
Hi Brenden

Thanks for helping me to clear up the misunderstanding around this matter. As per our correspondence someone from our billing team will send you the necessary details so that you can settle the account.

Kind Regards
Will
 
So as it turns out, if you cancel Mweb removes your details from the system on the last month. So if they have to rerun a debit order that didn't go through, they can't.
Some constructive criticism: Remove the details after the debit has been processed, or at least after attempting to process it a second time.

And a second suggestion. Keep an email address on file outside of the mweb one that you get when you sign up! If I received an email to inform me, none of this would have happened. I check email everyday (I think most people check it regularly). I check snail mail once in a blue moon.

And lastly, when your network stability (http mostly, i only downloaded at night) gets fixed, let me know! I miss uncapped :\
 
Brenden_E said:
So as it turns out, if you cancel Mweb removes your details from the system on the last month. So if they have to rerun a debit order that didn't go through, they can't.
Some constructive criticism: Remove the details after the debit has been processed, or at least after attempting to process it a second time.

And a second suggestion. Keep an email address on file outside of the mweb one that you get when you sign up! If I received an email to inform me, none of this would have happened. I check email everyday (I think most people check it regularly). I check snail mail once in a blue moon.

And lastly, when your network stability (http mostly, i only downloaded at night) gets fixed, let me know! I miss uncapped :\
Click to expand...

Thanks for the feedback Brenden we'll certainly take your suggestions into consideration.

I agree that the timing around the processing of the cancellation and the returned debit order was problematic. We are obliged to process the cancellation at the beginning of the month for which it was requested and as you saw from your statement there is a small delay between the submission of the debit order and the bank's rejection of the payment with the whole issue being further complicated by the changing of your contact details at the same time. I'm told there was an SMS communication sent out when the debit order was rejected.

I will certainly make some recommendations around improving the communication attempts made in these cases.

If I might offer some reciprocal advice as a customer: it's always a good idea to make sure that your debit orders have gone off and I have learnt over the years that when cancelling a service that it's wisest to check that the account is settled up and that you don't have any nasty surprises waiting for you :)

In terms of the network everything is running smoothly and we'd be happy to have you back as a customer anytime :)

Kind Regards
Will
 
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