Mweb
Ignoring a query and still bill incorrectly

Queried account after a soft lock was put onto my account on the 26th October. I have a 2 Gig account which for the last 20 months, an average of less than 2Gigs has been utilized.
All of a sudden 5Gigs of data was downloaded on 2 separate connections on the 15th and 16th October. The 16th being a work and school day where no one was home and all Internet devices were OFF.
There is a "soft lock" set on the account, once a rand value of R350 reached.
Even after 4 phone calls to the Billing and Technical Departments, querying this and explicitly telling them that they must not bill me for any excess, until this has been resolved, they still went on and debited my account for an additional R900 over and above my normal bill.
This service just gave me the basic stuff you attitude. No one listened to my complaint or assist me. They were very quick to defend their inadequacies of their systems which don't support cutting off people who are over their limit, as it is illegal to do so.
Is it not illegal to bill more money than what is allowed in the contract, just because your systems don't have the functionality required to monitor it.

Company: Mweb
Country: South Africa
City: Head office

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