1 reviews | Active since Mar 2019
Absolute mess of a service provider. Do better
If one can AVOID becoming a Metro Fibre client I would advise it! Trying to get an issue resolved is an absolute nightmare. The issue I have with the service provider is there are no systems in place to action ANYTHING. You will spend money on minutes and airtime because honestly trying to use the WhatsApp support chat service is a joke, so one figures let me call in rather to be assisted effectively. I work in customer relations specifically client services and if I had to conduct the calls the way Metro Fibre does I would have been fired from my job. Every department acts like they're going to assist or follow up but guaranteed your call will cut ebeb though you've just purchased minutes or airtime, you waste your time calling back in to request a call back and when they do those calls also cut before you can get any assistance. I have been requesting a refund from the finance department because I paid my account EFT and they debited the account anyway so obviously I require a refund if the bill has been settled twice. The company provides 1 ticket number which is of no use due to the fact that you're not provided with a concise outcome after your calls and there's no reference number of who you last spoke to etc. After numerous emails with my proof of banking (as requested by the finance team), my calls being cut off and the WhatsApp chat not being attended to I get an email stating that they won't be actioning my refund after all because THEY have decided to use it towards my next bill statement. If a customer requests a refund of THEIR money a company should action it irrespective of the inconvenience etc. They inconvenienced me by debiting my account after I EFT my payment and now they decide on my behalf to not pay me back even though I was advised on email that they would. This has been one of thee worst customer experiences I have recieved in a while.
Thank you for your feedback. We acknowledge the concerns you've raised regarding your recent experience with MetroFibre. We understand that the challenges you've faced with communication, support, and resolving the issue of your refund have caused significant frustration.
We have escalated your case to our Finance department, and an agent will be assigned to assist you directly in resolving the refund matter. Your account details, including the double payment, will be thoroughly reviewed to ensure a proper solution is reached.
We also recognize the difficulties you've encountered when trying to get in touch with our team through various channels. We are continuously working to improve our service processes, and your feedback will certainly be taken into account as we look for ways to enhance the support experience.
Thank you for being so patient as we work to resolve this matter for you.
Kind regards,
Sibonisile
MetroFibre Complaints & Escalations
Thank you for your feedback. We acknowledge the concerns you've raised regarding your recent experience with MetroFibre. We understand that the challenges you've faced with communication, support, and resolving the issue of your refund have caused significant frustration.
We have escalated your case to our Finance department, and an agent will be assigned to assist you directly in resolving the refund matter. Your account details, including the double payment, will be thoroughly reviewed to ensure a proper solution is reached.
We also recognize the difficulties you've encountered when trying to get in touch with our team through various channels. We are continuously working to improve our service processes, and your feedback will certainly be taken into account as we look for ways to enhance the support experience.
Thank you for being so patient as we work to resolve this matter for you.
Kind regards,
Sibonisile
MetroFibre Complaints & Escalations
I do appreciate your speedy feedback which has been the most frustrating thing throughout this very simple request. If a paying customer is requesting a refund of their own money from your company I do not see why it needs to be dragged out or furthermore the outcome changed into a credit which was never what was requested to begin with. I was very clear in my communications to the support and finance team that I required the refund due to the fact that the debit order was not actioned timeously and as a responsible client I decided to pay EFT so the account wouldn't go into suspension. Over and above that my account still gets debited and I have trailing mail as proof that I would be refunded the amount I paid EFT (which I am well within my rights to request) seeing as the account is now in a credit. I was further advised this could be actioned as soon as the funds clear in the Metro Fibre account which was last week already. Today I receive completey different communication from the FTTH team that I will no longer be getting refunded but instead the amount is going towards my next bill. While I understand the logic this was not my request. The account can be debited as the norm for the benefit month and my refund should be settled into my personal account as requested. I do not see why this would be an issue or should be dragged out for a full month?!
I do appreciate your speedy feedback which has been the most frustrating thing throughout this very simple request. If a paying customer is requesting a refund of their own money from your company I do not see why it needs to be dragged out or furthermore the outcome changed into a credit which was never what was requested to begin with. I was very clear in my communications to the support and finance team that I required the refund due to the fact that the debit order was not actioned timeously and as a responsible client I decided to pay EFT so the account wouldn't go into suspension. Over and above that my account still gets debited and I have trailing mail as proof that I would be refunded the amount I paid EFT (which I am well within my rights to request) seeing as the account is now in a credit. I was further advised this could be actioned as soon as the funds clear in the Metro Fibre account which was last week already. Today I receive completey different communication from the FTTH team that I will no longer be getting refunded but instead the amount is going towards my next bill. While I understand the logic this was not my request. The account can be debited as the norm for the benefit month and my refund should be settled into my personal account as requested. I do not see why this would be an issue or should be dragged out for a full month?!
We appreciate your patience, and we are committed to resolving this matter promptly.
We appreciate your patience, and we are committed to resolving this matter promptly.