SM
Siphiwokazi M
1 reviews | Active since Jun 2016
30 May 2025, 11:56
Allocation issue with Metrofibre system
If I could give no stars I would.
For the past few months my internet has been suspended on and off. This started in January after going through my statement with Anele in finance and having to send proof of payments.
Every month I receive 2 statements both incorrect as my payments are being made in advance. The issue has been that one shows an amount over R1000 and the other shows an amount of R499.
I have been told by Bronwyn in January that the issue is being investigated. I have also submitted complaints on here where I was just left on read because the issue is being investigated.
All I have been asking is which months are outstanding so I can provide proof of payment. I work from home and need my internet to be working.
The cherrie on the cake was an email from Finance yesterday at 16h47 where they provided me with my statement and asked ME, to tell them which months are still owing??
I did. I went through the statement month by month. Still no response. No longer getting acknowledgement from the person responding on their Instagram page either.
Helpful (0)
Replies (5)0
Replies (5)
MetroFibre Networx's replyOfficial
30 May 2025, 12:43Dear Siphiwokazi
Thank you for reaching out to us.
Your query has been escalated to our management team, who are currently reviewing the matter in detail. This includes the discrepancies raised in your billing history, your payments made in advance, and the duplicate statements received.
We acknowledge the information you've provided, and the matter is receiving the necessary attention. Our team will provide you with feedback once the internal review has been concluded.
Thank you for your continued engagement.
Kind Regards,
Siboniso
MetroFibre Complaints and Escalations
Thank you for reaching out to us.
Your query has been escalated to our management team, who are currently reviewing the matter in detail. This includes the discrepancies raised in your billing history, your payments made in advance, and the duplicate statements received.
We acknowledge the information you've provided, and the matter is receiving the necessary attention. Our team will provide you with feedback once the internal review has been concluded.
Thank you for your continued engagement.
Kind Regards,
Siboniso
MetroFibre Complaints and Escalations
MetroFibre Networx's reply30 May 2025, 12:43
Official
Dear Siphiwokazi
Thank you for reaching out to us.
Your query has been escalated to our management team, who are currently reviewing the matter in detail. This includes the discrepancies raised in your billing history, your payments made in advance, and the duplicate statements received.
We acknowledge the information you've provided, and the matter is receiving the necessary attention. Our team will provide you with feedback once the internal review has been concluded.
Thank you for your continued engagement.
Kind Regards,
Siboniso
MetroFibre Complaints and Escalations
Thank you for reaching out to us.
Your query has been escalated to our management team, who are currently reviewing the matter in detail. This includes the discrepancies raised in your billing history, your payments made in advance, and the duplicate statements received.
We acknowledge the information you've provided, and the matter is receiving the necessary attention. Our team will provide you with feedback once the internal review has been concluded.
Thank you for your continued engagement.
Kind Regards,
Siboniso
MetroFibre Complaints and Escalations
SM
Siphiwokazi M's updateReviewer Update
30 May 2025, 13:33Until when Siboniso?
You told me the same thing last month, on this exact platform.
The support agents tell me my tickets are closed with no notes as to why my account is reactivated after being suspended. Every month it is the same thing.
It is now day 3 with no internet.
I work from home. I need to have internet.
On monday I paid for June and sent proof of payment. No acknowledgement, instead my account is suspended and I am told to send proof of payment for May and June 2024 as well as for May 2025. This after I sent proof of payment for the whole of 2025.
How much longer am I going to be inconvenienced while you do an investigation that you tell me you are doing every month? At my inconvenience.
You told me the same thing last month, on this exact platform.
The support agents tell me my tickets are closed with no notes as to why my account is reactivated after being suspended. Every month it is the same thing.
It is now day 3 with no internet.
I work from home. I need to have internet.
On monday I paid for June and sent proof of payment. No acknowledgement, instead my account is suspended and I am told to send proof of payment for May and June 2024 as well as for May 2025. This after I sent proof of payment for the whole of 2025.
How much longer am I going to be inconvenienced while you do an investigation that you tell me you are doing every month? At my inconvenience.
SM
Siphiwokazi M's update30 May 2025, 13:33
Reviewer Update
Until when Siboniso?
You told me the same thing last month, on this exact platform.
The support agents tell me my tickets are closed with no notes as to why my account is reactivated after being suspended. Every month it is the same thing.
It is now day 3 with no internet.
I work from home. I need to have internet.
On monday I paid for June and sent proof of payment. No acknowledgement, instead my account is suspended and I am told to send proof of payment for May and June 2024 as well as for May 2025. This after I sent proof of payment for the whole of 2025.
How much longer am I going to be inconvenienced while you do an investigation that you tell me you are doing every month? At my inconvenience.
You told me the same thing last month, on this exact platform.
The support agents tell me my tickets are closed with no notes as to why my account is reactivated after being suspended. Every month it is the same thing.
It is now day 3 with no internet.
I work from home. I need to have internet.
On monday I paid for June and sent proof of payment. No acknowledgement, instead my account is suspended and I am told to send proof of payment for May and June 2024 as well as for May 2025. This after I sent proof of payment for the whole of 2025.
How much longer am I going to be inconvenienced while you do an investigation that you tell me you are doing every month? At my inconvenience.
MetroFibre Networx's replyOfficial
30 May 2025, 14:47Dear Siphiwokazi,
Thank you for your continued feedback.
We can confirm that the matter has been escalated to the relevant team due to an allocation issue within our system. Your case is being prioritized for resolution.
We understand the ongoing impact this has had and appreciate your patience while our team works to finalise the investigation.
Kind regards,
Sibonisile
MetroFibre Complaints & Escalations
Thank you for your continued feedback.
We can confirm that the matter has been escalated to the relevant team due to an allocation issue within our system. Your case is being prioritized for resolution.
We understand the ongoing impact this has had and appreciate your patience while our team works to finalise the investigation.
Kind regards,
Sibonisile
MetroFibre Complaints & Escalations
MetroFibre Networx's reply30 May 2025, 14:47
Official
Dear Siphiwokazi,
Thank you for your continued feedback.
We can confirm that the matter has been escalated to the relevant team due to an allocation issue within our system. Your case is being prioritized for resolution.
We understand the ongoing impact this has had and appreciate your patience while our team works to finalise the investigation.
Kind regards,
Sibonisile
MetroFibre Complaints & Escalations
Thank you for your continued feedback.
We can confirm that the matter has been escalated to the relevant team due to an allocation issue within our system. Your case is being prioritized for resolution.
We understand the ongoing impact this has had and appreciate your patience while our team works to finalise the investigation.
Kind regards,
Sibonisile
MetroFibre Complaints & Escalations
SM
Siphiwokazi M's updateReviewer Update
30 May 2025, 15:28I have received another statement advising that I have arrears from incepion.
I stared off on debit order with no returned debits. It is clearly stated on all the statements that are being sent to me.
Why is no one looking into the allocation issue.
Why do my payments made with the reference I have been given, have to be manually allocated.
Why am I being inconvenienced for your system issues.
None of the responses provide me with a month to look at.
Inception? The statement clearly shows that a payment was made and allocated in all the months reflecting on the statement.
It seems I am the one who is investigating now. Not the Metrofibre finance team.
I am still waiting for a call on the alternative number provided on tickets I logged as well as left with multiple agents.
THIS IS JUST RIDICULOUS!!!
I stared off on debit order with no returned debits. It is clearly stated on all the statements that are being sent to me.
Why is no one looking into the allocation issue.
Why do my payments made with the reference I have been given, have to be manually allocated.
Why am I being inconvenienced for your system issues.
None of the responses provide me with a month to look at.
Inception? The statement clearly shows that a payment was made and allocated in all the months reflecting on the statement.
It seems I am the one who is investigating now. Not the Metrofibre finance team.
I am still waiting for a call on the alternative number provided on tickets I logged as well as left with multiple agents.
THIS IS JUST RIDICULOUS!!!
SM
Siphiwokazi M's update30 May 2025, 15:28
Reviewer Update
I have received another statement advising that I have arrears from incepion.
I stared off on debit order with no returned debits. It is clearly stated on all the statements that are being sent to me.
Why is no one looking into the allocation issue.
Why do my payments made with the reference I have been given, have to be manually allocated.
Why am I being inconvenienced for your system issues.
None of the responses provide me with a month to look at.
Inception? The statement clearly shows that a payment was made and allocated in all the months reflecting on the statement.
It seems I am the one who is investigating now. Not the Metrofibre finance team.
I am still waiting for a call on the alternative number provided on tickets I logged as well as left with multiple agents.
THIS IS JUST RIDICULOUS!!!
I stared off on debit order with no returned debits. It is clearly stated on all the statements that are being sent to me.
Why is no one looking into the allocation issue.
Why do my payments made with the reference I have been given, have to be manually allocated.
Why am I being inconvenienced for your system issues.
None of the responses provide me with a month to look at.
Inception? The statement clearly shows that a payment was made and allocated in all the months reflecting on the statement.
It seems I am the one who is investigating now. Not the Metrofibre finance team.
I am still waiting for a call on the alternative number provided on tickets I logged as well as left with multiple agents.
THIS IS JUST RIDICULOUS!!!
MetroFibre Networx's replyOfficial
30 May 2025, 15:44Dear Siphiwokazi,
Thank you for your message and for outlining your concerns so clearly.
Please be assured that your query remains in progress with our Finance Management team, and we fully acknowledge the frustration this ongoing matter has caused.
We will ensure that the matter is addressed and resolved to your satisfaction, and we are treating this with the seriousness it deserves.
Best regards,
Marilize
MetroFibre Complaints & Escalations
Thank you for your message and for outlining your concerns so clearly.
Please be assured that your query remains in progress with our Finance Management team, and we fully acknowledge the frustration this ongoing matter has caused.
We will ensure that the matter is addressed and resolved to your satisfaction, and we are treating this with the seriousness it deserves.
Best regards,
Marilize
MetroFibre Complaints & Escalations
MetroFibre Networx's reply30 May 2025, 15:44
Official
Dear Siphiwokazi,
Thank you for your message and for outlining your concerns so clearly.
Please be assured that your query remains in progress with our Finance Management team, and we fully acknowledge the frustration this ongoing matter has caused.
We will ensure that the matter is addressed and resolved to your satisfaction, and we are treating this with the seriousness it deserves.
Best regards,
Marilize
MetroFibre Complaints & Escalations
Thank you for your message and for outlining your concerns so clearly.
Please be assured that your query remains in progress with our Finance Management team, and we fully acknowledge the frustration this ongoing matter has caused.
We will ensure that the matter is addressed and resolved to your satisfaction, and we are treating this with the seriousness it deserves.
Best regards,
Marilize
MetroFibre Complaints & Escalations