I signed up for a two year 350mb contract with Mweb in February 2009. Within the first few months I was already looking forward to the day that I would cancel this contract in February 2011, I even saved the date as a reminder on my calendar. I had to change my package a few times during these two years due to the ridiculous charges for additional data used, as well as the amount of data that I required depending on the circumstances at the time. I changed to a 1G option in September 2010 because I was having issues with our wireless connection at work. When I changed to the 1G option I did so at the Mweb store in Cresta. They said it would be perfectly fine to do this and did not make any mention of another two year contract or renewal of my contract.

When I sent in my letter of cancellation in January 2011 I received a response from a lady called Colette Bristow. She told me that I could not cancel my contract as it was only due to end in September 2012! I replied saying that this was impossible and explained all the details, however to this day she has not responded. I even tried calling her but she was not available.

I went into the Cresta store at the beginning of February this year after waiting for a response that clearly nobody was intersted in tending to at the head office. After explaining the situation, the assistant told me that it was an error on the system's side and that in fact I was entitled to cancel my contract. She said she would have it sorted out within the week and get back to me. She did not get back to me and so I went into the store again at the beginning of this week (first week of March). When I related the story again (now for the fourth time) the assistant told me that there was a note on the system that stated my account was "pending" or something of the sort. She did not know what that meant and said that she would find out and get back to me by Thursday. Today is Friday and there is still no word.

I think this company has absolutely no integrity whatsover. All the money in the world can buy you the best advertising, however when you cannot follow through with actions to substantiate what you promise then you end up loosing the customers that helped build your business. All I want is to cancel my contract, for Mweb to stop debiting my account, relieve me of my pain and suffering and let me be free.

My parents who aren't that technologically savvy upgraded their MWEB account to a 3G package. This was done a week ago and it still has not been activated and NOTHING is been done about it every time we phone MWEB they just tell us they are going to escalate it . I ask for someone to phone me back to report on the progress, and I am still waiting. My parents use their internet for their business and as such their clients are complaining as emails are being sent to them !!!

Today we again phoned in and they said we must get in contact with MTN as it is their problem. We bought the package through MWEB they must sort it out ... I am at my wits end Nobody seems to really care or want to help me out ... I will never use MWEB again because if you have a problem they dont seem to care they just want you to pay at the end of every month.

The compalint filed by tcc on 7 October at 12h11 was interesting as by a mere cut and paste operation I have the contents of my complaint. I logged call number 206929 with Mweb over emails to account aliases bouncing back. Since then, my experience has been identical to tcc.

Mweb is however, unperturbed by this issue and there standard answer is “we will escalate the problem”! This must be a phrase taught to all staff in induction! The company has also set up internal systems that ensures that you are never able to get back to the same person – very nice for them – because no one is ever accountable for the problem!!

My experience is that they promise to call back and never do. You get put on hold while they refer to a manager and then get cut off. Whoever you speak to promises the earht and delivers dirt. I am now at the point where I want to go into their Bellville office and camp there unitl I see someone. However, when you ask for the name of the responsible person that you need to speak to, you are told that you cannot be given that information. What can be done to let people know to NEVER use this company?