We transferred the domain ireflect.co.za away from MWEB to another registrar in August 2024.
MWEB’s own Domain Support team confirmed in writing that the transfer ticket was received and accepted, and the transfer can be independently verified via public WHOIS records.
Despite this, MWEB continues to deduct payments from our account long after the domain was no longer under their management.
The process itself was unnecessarily complex and drawn out, involving:
Repeated requests for documentation already supplied
Conflicting instructions between departments (domains vs cancellations)
Long response times and lack of clear ownership
A requirement to “cancel” a service that had already been successfully transferred
Even after written confirmation of the transfer, billing was not stopped automatically, which is unacceptable.
This experience reflects poor internal coordination, weak post-transfer controls, and inadequate billing governance. Customers should not have to chase a provider to stop charging for services they no longer provide.
I would strongly advise anyone transferring domains away from MWEB to monitor their billing closely and not assume the process is complete, even after written confirmation.
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