Mweb
Mweb ridicules cancellation policy

Dear MWEB,
I used to use MWEB as a business tool. On the 22nd of March I notified MWEB in writing that due to the un-usable quality of service I was cancelling the service with immediate effect. I had been on your self service panel and there was no solution, nor any cancellation process. (The Seacom cable was down and my throughput on my 1MB/s was around 5KB/s.)

It then took till the 2nd of April before anybody responded to my cancellation request. I am now told that you want to bill me till the 30th of April as these are your business rules.

I have asked for a copy of the contract that I signed with you, as well as the service agreement that MWEB agreed to provide to me (as per my email on the 4th of April). I have not been provided with this information yet.

In terms of section 19 of the CPA I am supposed to be guaranteed a minimum service level. I would like this lack of service addressed by MWEB and then we can agree reasonable compensation. (The fact that I could continue my work using another service provider proves to me that the MWEB degradation in service was avoidable.)

Company: Mweb
Country: South Africa
City: Accounts

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