Subject: Formal Escalation: Ongoing Service Failures, Billing Errors and Unacceptable Customer Experience
Dear MWEB Management,
I am writing to formally escalate a serious complaint regarding the unacceptable level of service I have experienced since switching to MWEB in December 2025. My experience across sales, technical support, billing, and customer service has been extremely disappointing and has caused significant inconvenience and financial frustration.
When I first contacted MWEB in early December 2025 to move my services for 2026, the sales process was extremely quick and filled with promises about efficiency and support. However, immediately after the sale was concluded, the reality was very different.
The technical team arrived to complete the installation but completely ignored my request to move the router position. Instead, they left the setup exactly as it was, which resulted in me being without internet for five days, despite the fact that my December services had already been paid for.
When I raised the issue with the sales consultant, the response I received was shocking and completely unprofessional. I was told that if I was unhappy, I could simply cancel and that it was “not a big deal.”
The retention department later contacted me and convinced me to stay by offering one complimentary month of service as compensation for the inconvenience.
Unfortunately, the problems did not stop there.
When I later applied for a third internet line for a property in another province, the experience was again extremely poor. The technical team arrived six hours late, and the quality of the installation workmanship was completely unacceptable. I took photographs and emailed them to Vuma to highlight the poor work done. Two months later, I have still received absolutely no response or acknowledgement.
The situation escalated further when my service was suddenly disconnected, and I was informed there was an early termination fee of approximately R5,000 on my account. I had to explain the situation repeatedly to multiple agents, none of whom appeared to understand the issue or take ownership of resolving it. The lack of internal communication between departments was extremely evident.
On top of this:
The MWEB mobile app displays incorrect billing information and is effectively useless for resolving issues.
Customers are forced to wait up to two hours on the phone to speak to a representative.
I was even required to pay reconnection fees for a disconnection that was not caused by me.
More recently, the server theft in the Ferndale area left me without internet for four days. When I contacted accounts regarding a credit for the downtime, I was advised to contact support to have the credit applied.
Instead of receiving a credit, R4,100 was debited from my account, which is completely unacceptable. I was then advised by the accounts department to reverse the payment myself, as it would take MWEB too long to process the correction.
This entire experience has left me extremely frustrated and regretful that I chose to switch service providers. Unfortunately, I now feel trapped in a contract, as cancelling would result in further financial penalties, despite the repeated service failures and billing errors on MWEB’s side.
At this point, I expect the following:
1. A full investigation into my account and billing history
2. Immediate correction of all incorrect charges
3. Credits for service downtime and billing errors
4. Written confirmation that my account has been corrected
5. Assurance that the technical installation issues I previously reported will be addressed
I also strongly recommend that MWEB urgently address the following internal issues:
Staff training and accountability across departments
Improved empathy and communication with customers
Transparent and accurate billing systems
A functional and reliable customer service app
If this matter is not resolved urgently, I will have no choice but to escalate the complaint to the relevant regulatory authorities and consumer protection bodies.
I look forward to a prompt and meaningful resolution.
Kind regards,
Malni Mahomed
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