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Good Day, I have been speaking to various MWEB agents for the last 2 months just to do a simple downgrade, I keep getting the run around and being told someone will contact me in 2 days which never happens. this is now the 2nd month the downgrade has not been completed. Nobody seems to be helping?
I requested a downgrade from 100mbps back to my original package of 20mbps, this request was done last month October 2024. I was told everything is fine and at month end my plan will be changed. When I checked my bank statement II noticed my deduction was still for the 100mbps plan.
Start of this month I queried what happened, I was told there is a system error and that's why the downgrade did not go through. I was also told it will be investigated and someone will contact me once everything has been completed. I have made numerous calls as well as logging queries on the MWEB portal asking for feedback, I am either told the problem lies with Vumatel or that its a ISP error and that the system error is still being investigated.
I contacted Mweb again last week Wednesday 20/11/2024 and was told it is still being investigated and I will get a call Friday. I told the agent I do not want to be billed again for the higher package and we are getting close to my deduction day lead time. I was told don't worry Mweb will call me on Friday. I have never received any feedback or call back, and I can only assume as my deduction is tomorrow I am once again going to be billed for the higher package, money which I do not have.
This is really such poor service and not 1 agent took responsibility to actually make sure that my request was going to be corrected, just kept being passed on. I want to know what is going to be done about this situation, I do not have money for the higher package. How can something be investigated so long with no correction? This is just ridiculous.
It seems like MWEB are going out of your way to lose customers or are milking this situation to get as much money from me before they actually downgrade my plan. So which is it?
Kirk Patience
[protected]
Desired outcome: My fibre plan to be downgraded as per my original request and to be reimbursed for additiona cost which I did not authorise from my account,This come to R800.00 ( 2 months)
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It is indicative of bad customer service if plans before are being charged and the customer had requested a downgrade instead of an upgrade. Make sure you approach MWEB’s customer care escalation team with its history as a legal case, explaining that being charged repeatedly for the plan that you have not even chosen is astonishing. Order for quick reduction of the plan and payment of excess money that was charged. If that does not give a solution then raise a dispute for the charging of unauthorized payments with the consumer watchdogs or with the bank.