Absolutely appalling customer service and billing!

The worst experience by far!

I cancelled my subscription on 19 August and was told that I needed to serve a 30-day notice period. No problem — debit me for the final month and we part ways at the end of September. Simple, right?

Apparently not.

Come 1 September, my internet was disconnected. When I contacted MetroFibre, I was told that my payment had been “allocated to August” and that I would need to pay again for September to have my service reactivated.

Excuse me… are you telling me I paid you twice? The service is paid in advance, so why was I debited if that payment was not going to cover my service for September? And why was my connection disconnected when I was still within the 30-day notice period?

I have spent hours on calls waiting for someone to assist me, only to get nowhere. The chatbot, “Sue”, is absolutely useless, and the Finance Department seems to hide behind a WhatsApp line instead of actually assisting customers.

As someone who works in the telecommunications industry and sells internet services on a daily basis, I was honestly shocked and extremely disappointed by this level of service. The communication, billing process and customer support have been absolutely appalling.

What makes this even more frustrating is being told at the last minute that the “clause” apparently works differently from what I was originally told. Who changes the rules after the fact?

And then, after all of this, I am expected to pay again just to have my line reactivated.

At this point, I genuinely have to ask: What is happening in your Finance Department?

If you have other fibre options available in your area, I would strongly recommend considering them before choosing MetroFibre they should be your last option!. Internet connectivity is one thing, but customer service and billing should not be this difficult.