I cancelled my MWEB DSL account in September 2013, effectively ending in October 2013. Due to "advance billing" I was billed for a product I no longer had, but I was assured that MWEB would reimburse me for the amount. I followed up on the 16th of January 2014, to ask whether the money had been paid to me, because I could find no evidence on my bank account.
Today, on the 5th of February, I receive an email from MWEB stating that they had tried to make the payment, but that they, for some reason, were unable to. I was asked to please provide my bank details - the same bank account they were happily deducting money from.
So, if I didn't follow up with MWEB, they would have just ignored the matter and, as I've come to expect, rely on the client to do everything for them.
I'm truly glad that I'm no longer an MWEB client and am receiving nothing but outstanding service from my new ISP. At one point, MWEB actually cared about clients, but that seems to be in the past and it's very disappointing to see how much their customer service levels have degraded in just a few short years.
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