Mweb
Upgrade from 3G to ADSL apparently quite complex

After 12 years as a customer with MWeb I requested an upgrade from 3G to ADSL on 19 April 2013. I was told that my account first needed to be downgraded to a mailbox only to avoid losing my current e-mail address. The call centre agent then promptly transferred me to customer services, who in turn dropped my call and later transferred me to cancellations. After submitting a cancellation form for the 3G I received no feedback for over 2 weeks, except for the same line that I needed to downgrade to mailbox only first. After a follow-up on 8 May I received no reply once again, and was forced to forward my query to the complaints address on 17 May. I was then contacted by the same call centre agent who originally dealt with my query, only to be given a warning of all manner of additional charges for upgrading to ADSL, without any attempt to address my original queries. I politely asked him to first refer to these queries and then phone me back, before submitting another e-mail to the complaints line. I subsequently received only harsh, single sentence responses, effectively absolving MWeb of any responsibility for this poor service or the potential consequences thereof.

Company: Mweb
Country: South Africa
City: Call centre / Complaints

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