Beware MWEB out-of-cap usage.

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tdev

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After just a few months with MWeb, I finally decided to finally cancel my MWeb service. I previously cancelled my uncapped, but considered changing to 2 GB capped for R59 p/m ... which is actually about double the cost for some other 2 GB capped accounts. In my reply to the email from cancellations, I asked if it can be changed to 2 GB capped, but never got a reply or notification. Now today I managed to find out that I have been billed @ 20c per meg for usage after my 2 GB cap was reached on 6 January! The first time I received the MWeb notification, about my cap being reached, while browsing and could not open international sites, was on the 10 January. I was not even aware that my uncapped was actually changed to 2 GB capped as I did not receive an email and I was billed the same R199 that I paid for uncapped at end of December. So when checking my billing I noticed that I was using out-of-cap bandwidth since 6 January and now have to pay R325 for 1.59 GB bandwidth. Also I never agreed or indicated that I wanted or intended to use out-of-cap bandwidth and none of the ISP's that I've used on capped accounts before, automatically charged for out-of-cap use and all had top-up options after I reached my cap.

MWeb is probably only 99% to blame here with their complicated service options, but I'm too confused with all the terms and conditions and billing and notice periods etc. etc. and I can't find my bandwidth usage from 1 January to 5 January to make sense of it right now :wtf::confused::mad:
 
tdev said:
After just a few months with MWeb, I finally decided to finally cancel my MWeb service. I previously cancelled my uncapped, but considered changing to 2 GB capped for R59 p/m ... which is actually about double the cost for some other 2 GB capped accounts. In my reply to the email from cancellations, I asked if it can be changed to 2 GB capped, but never got a reply or notification. Now today I managed to find out that I have been billed @ 20c per meg for usage after my 2 GB cap was reached on 6 January! The first time I received the MWeb notification, about my cap being reached, while browsing and could not open international sites, was on the 10 January. I was not even aware that my uncapped was actually changed to 2 GB capped as I did not receive an email and I was billed the same R199 that I paid for uncapped at end of December. So when checking my billing I noticed that I was using out-of-cap bandwidth since 6 January and now have to pay R325 for 1.59 GB bandwidth. Also I never agreed or indicated that I wanted or intended to use out-of-cap bandwidth and none of the ISP's that I've used on capped accounts before, automatically charged for out-of-cap use and all had top-up options after I reached my cap.

MWeb is probably only 99% to blame here with their complicated service options, but I'm too confused with all the terms and conditions and billing and notice periods etc. etc. and I can't find my bandwidth usage from 1 January to 5 January to make sense of it right now :wtf::confused::mad:
Click to expand...

Good afternoon tdev

Send me your MWEB details and I will investigate this matter for you and I will check to see why you were not notified about the change to your account.
 
Hi tdev,

I have checked your account and found that on the 20/12/12 an email was sent to you which confirms that you package would be downgraded to the 2Gb capped option at the end of December. The out of bundle charges were stated in this mail should you chose to utilize the account and exceed the 2GB limit. You responded to this email.

You queried your billing on the 10/01/13 in reply to this email and again on the 11/01/13 with our billing department. A breakdown explaining your billing was sent to you on the 17/01/13.

Please sign into MYAccount to view your ADSL usage.
 
MWEB Guy said:
Hi tdev,

I have checked your account and found that on the 20/12/12 an email was sent to you which confirms that you package would be downgraded to the 2Gb capped option at the end of December. The out of bundle charges were stated in this mail should you chose to utilize the account and exceed the 2GB limit. You responded to this email.

You queried your billing on the 10/01/13 in reply to this email and again on the 11/01/13 with our billing department. A breakdown explaining your billing was sent to you on the 17/01/13.

Please sign into MYAccount to view your ADSL usage.
Click to expand...

Right ... yes sorry, checked a bit earlier and I saw the email on the 20th ... then was billed R199 at end of December which was the exact same amount that I paid for uncapped ... Why? AND why did I not get a notification while browsing that I reached 2 GB bandwidth cap?

I also managed at last to see that capped accounts are limited to R500 of oob usage or mine is at least. Figures to allow people to rake up a bill of R500 on a R59 p/m account. I must wonder if it would still be the case if MWeb did not require a debit order.

Anyway, whatever the case may be, IMO there is no explaining away the cost of R200 per Gig that MWeb charges for oob usage.

@ gregmcc 'The fail is strong with this one!' - Don't be fooled, the FAIL may be strong where you don't think it is. Don't judge people if you don't know them.
 
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