MWEB contravening the new Consumer Protection Act

matshelane

matshelane

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The new CPA gives us the right to cancel any contract of any length as long as written notice is given 20 days prior to the intended cancellation date and all monies outstanding are paid.

I notified MWEB in writing, fax and email on 10th May that I wanted my uncapped account terminated.
They eventually replied 14 days later saying the service was scheduled for cut-off on 30th June and my final payment is due on 1st June with last billing on 1st July (which they advised me to ignore !)

What exactly is the purpose of billing an additional month when I don't want the crappy service ?

Now I know they will say I signed up before the CPA came into effect and use that as a loophole.

Well MWEB, here's what you are going to get for an additional R218 :

1. Bad mouthing on any forum I can find whenever my speed is slow
2. Calls to radio stations
3. Continual calls to your tech support
4. Tweets about the slow service to influential journalists
5. Letters to the newspapers
6. Complaints to the consumer ombudsman

You people really are marketing geniuses
 
matshelane said:
The new CPA gives us the right to cancel any contract of any length as long as written notice is given 20 days prior to the intended cancellation date and all monies outstanding are paid.

I notified MWEB in writing, fax and email on 10th May that I wanted my uncapped account terminated.
They eventually replied 14 days later saying the service was scheduled for cut-off on 30th June and my final payment is due on 1st June with last billing on 1st July (which they advised me to ignore !)

What exactly is the purpose of billing an additional month when I don't want the crappy service ?

Now I know they will say I signed up before the CPA came into effect and use that as a loophole.

Well MWEB, here's what you are going to get for an additional R218 :

1. Bad mouthing on any forum I can find whenever my speed is slow
2. Calls to radio stations
3. Continual calls to your tech support
4. Tweets about the slow service to influential journalists
5. Letters to the newspapers
6. Complaints to the consumer ombudsman

You people really are marketing geniuses
Click to expand...

Hi matshelane

Please PM me your MWEB account details and I will have a look into this for you.

Kind regards
MWEB Guy
 
MWEB Guy said:
Hi matshelane

Please PM me your MWEB account details and I will have a look into this for you.

Kind regards
MWEB Guy
Click to expand...

Funny how these reps are only eager to help after you've aired their bad service in public :p
 
matshelane said:
Nice try but I would prefer to remain anonymous thank you.
Click to expand...

So you're happy to slate them, but when they try to help you out you won't tell them who you are? How exactly do you expect them to address your grievances then? Logic sorely lacking...
 
matshelane said:
Nice try but I would prefer to remain anonymous thank you.
Click to expand...

This really isn't going to help you.. you could actually get the problem sorted out but obviously you're much happier fighting this big corporate and going on a whole little spree trying to bad mouth them.

Pretty pathetic, I doubt anyone's going to care about your tweets etc.
 
I think he just doesnt want their help anymore. I think he's fedup with all their screw ups, and there has been way too many the last few weeks. Understandable.
 
Valis said:
Funny how these reps are only eager to help after you've aired their bad service in public :p
Click to expand...

The guys who monitor the forums respond to nearly everyone offering help, have you even seen the threads they're active on?
 
Looney said:
I think he just doesnt want their help anymore. I think he's fedup with all their screw ups, and there has been way too many the last few weeks. Understandable.
Click to expand...

He's only complaining about having to pay for the 1 month he's giving notice for, which is completely normal even if it's apparently at odds with the new CPA. Not wanting their help and then complaining so bitterly doesn't make sense, surely the reason he's complaining is because he wants something resolved? To ignore help to get it resolved and still want to go on calling radio stations, trying as hard as possible to bad mouth them everywhere is plain stupid.
 
Alestorm said:
The guys who monitor the forums respond to nearly everyone offering help, have you even seen the threads they're active on?
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Yeah but the point is why does it get to this stage? If they only ran their customer support properly, none of the reps would have anything to do.
 
Alestorm said:
He's only complaining about having to pay for the 1 month he's giving notice for, which is completely normal even if it's apparently at odds with the new CPA. Not wanting their help and then complaining so bitterly doesn't make sense, surely the reason he's complaining is because he wants something resolved? To ignore help to get it resolved and still want to go on calling radio stations, trying as hard as possible to bad mouth them everywhere is plain stupid.
Click to expand...

Well, the way I see it is, if Mweb start receiving bad publicity, maybe they will change their attitude towards their customers. Right now they dont really care about them. They keep giving the same answers with no results. As I said in a previous thread, If mweb receive bad publicity, you will see things change very quickly.
 
Ancalagon said:
Yeah but the point is why does it get to this stage? If they only ran their customer support properly, none of the reps would have anything to do.
Click to expand...

Well that's not the point in this thread, but it is a point. The reps are basically just another layer of customer service, no company runs everything perfectly especially with a client base the size of MWeb's. Having the reps here to check up on the forums is a great extra to me, it's far more helpful than other ISPs I've been on so far.
 
Looney said:
Well, the way I see it is, if Mweb start receiving bad publicity, maybe they will change their attitude towards their customers. Right now they dont really care about them. They keep giving the same answers with no results. As I said in a previous thread, If mweb receive bad publicity, you will see things change very quickly.
Click to expand...

You can say that about almost any company, I don't think it has anything to do with the OP's "problem". Trying to jump a company with the CPA by terminating your service on the 10th so that according to the CPA they have to cut you off before they normally would is silly enough, especially when you know they work on a 30 day notice period. To then start throwing your toys out the cot and refusing help, instead planning to bad mouth them everywhere you can, is again plain stupid.
 
Good gawd people, how many more threads about Mweb are going to pop up. There is a MWEB Uncapped Feedback thread for this.
 
matshelane said:
What exactly is the purpose of billing an additional month when I don't want the crappy service ?
Click to expand...

+1

Alestorm said:
He's only complaining about having to pay for the 1 month he's giving notice for, which is completely normal even if it's apparently at odds with the new CPA.
Click to expand...

Some ISP's yes, but many not so, e.g. with Axxess you can cancel from the end of the month as long as it's done before the 25th.

I also cancelled Mweb last year after poor performance. Also had the offer of help from the rep here. All he did is forward my number to the support centre. And they were useless.

Requiring a calendar month notice period means it can take up to 60 days to cancel. That's just not right.
 
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Look I also think a calendar month's notice is unnecessary, and I'm happy that the new CPA lets you cancel anything in 20 days, but the way the OP's going about this is childish and not going to help anyone.

I'm sure if he actually spoke to MWeb about it instead he could have his issue resolved, or at least try that first before the little crusade and refusing help. Hey or just send in your termination letter 10 days earlier and save the whole scene, but I think even if you had that option you would be doing this.
 
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Alestorm said:
I'm sure if he actually spoke to MWeb about it instead he could have his issue resolved, or at least try that first before the little crusade and refusing help.
Click to expand...

Perhaps he has. OP?

I know when I objected to the charge, it was not removed. And that left me bitter, as you can see from my comments end of last year.
 
Funny how these reps are only eager to help after you've aired their bad service in public
Click to expand...

Well if they used their magic powers to see who needs help, without telling them, then you would probably sit here and complain about invasion of privacy. So shut up, they are helping, get over yourself and grow up.
 
alternate said:
What a ****.
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And you are an even bigger one.
As far as I am concerned this is NOT an official support channel for MWEB. I have taken up my grievances, including the cancellation, numerous times through the official channels listed on their homepage.
Why should I give my details to an anonymous person purporting to be able to do what their whole head office has not been able to do in the last 2 months ?
MWEB have all my official communication both written and verbal (as they say their calls are recorded). I've had a bad experience before on this very forum by giving my details to someone wanting to help.
I think it's pretty pathetic that people here think this guy can help when repeated communication via official channels has failed.
And for that, yes, I am more than willing to badmouth them.

I ask again, is there anybody that has actually been helped by these forum fairies ?
 
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