Kavir

Questionable Service

I subscribed to an OpenWeb MTN LTE SIM service on a month-to-month basis, receiving my SIM card around 15 April 2026. Within weeks the service proved unfit for purpose — the connection dropped 4 to 5 times, and the speeds delivered through the OpenWeb SIM were less than one fifth of what I receive on my personal MTN cellphone at the same location. I use this service to livestream church services, and the repeated drops directly disrupted those streams. I submitted a cancellation request immediately. What followed was weeks of deflection. Despite raising detailed grounds under the Consumer Protection Act (Sections 48, 51 and 54), OpenWeb's agent Zelda Coetzee (Tier 4 Customer Service Executive) responded to every single email with requests for a router label photograph and a physical address — neither of which is relevant to a cancellation request. This is an LTE SIM. It is mobile. There is no fixed installation address. When I pointed this out, I was told to "work with them" for a "speedy resolution." There was no resolution. My legal arguments were never addressed once across the entire correspondence. My request was simple: cancel my month-to-month service effective 31 May 2026, raise no further debits, and provide written proof of both. I asked for no refund. I accepted May's payment as full settlement. OpenWeb missed a final deadline of COB Friday 16 May 2026 without response. I have now been forced to: - Lodge a formal complaint with the National Consumer Commission (NCC) - Lodge a complaint with ICASA - Instruct my bank to cancel the debit order mandate and reverse any future OpenWeb debits Ticket Reference: #13486287 Account Reference: 10200050 User: 27718733485 I would not recommend OpenWeb to anyone. Their customer service process appears deliberately designed to exhaust consumers into giving up rather than resolving legitimate complaints. Avoid.