LO
Laetitia O
1 reviews | Active since Oct 2018
25 Apr 2025, 13:08
Appalled and Disgusted by Ongoing Incompetence and Mishandling of Account
I cancelled my fibre service back in July 2024. At that time, all payments were made in full and the device was collected as per procedure. Everything was settled. Fast forward to 23 April 2025, and I receive a completely out-of-the-blue notification informing me that I’ve been handed over for supposed non-payment.
Naturally, I reached out for clarification — only to be met with complete silence for over three days. When I finally heard back, I was told to contact the collections department, who then provided me with an incorrect email address. At no point has anyone provided me with the details I requested:
Where exactly is this alleged outstanding balance?
When was I contacted about it?
What proof do you have that I was even informed of this before being handed over?
Not one of these questions has been answered. And yet, I can produce a complete paper trail — emails, live chat transcripts, proof of payment — showing that I fulfilled all obligations and acted in good faith.
The level of service I experienced while being a customer was already disappointing. What I’m experiencing now is nothing short of appalling. Your team’s lack of accountability, disregard for customer communication, and sheer negligence in handling this matter is disgraceful.
I expect this issue to be resolved immediately, with written confirmation that the handover has been retracted, and a formal apology for this gross mishandling of my account.
Helpful (0)
Replies (7)0
Replies (7)
MetroFibre Networx's replyOfficial
25 Apr 2025, 14:24Dear Laetitia
Thank you for reaching out and for bringing this matter to our attention.
We would like to assure you that your query has been escalated to our Finance department, who are currently investigating your account in detail. They are reviewing the matter thoroughly, including the concerns and questions you’ve raised regarding the outstanding balance and the handover.
We understand the frustration and inconvenience this situation has caused. Our team is working to resolve this as swiftly as possible and will provide you with comprehensive feedback as soon as the investigation is complete.
Thank you for your patience and understanding.
Kind Regards,
Siboniso
MetroFibre Complaints and Escalations
Thank you for reaching out and for bringing this matter to our attention.
We would like to assure you that your query has been escalated to our Finance department, who are currently investigating your account in detail. They are reviewing the matter thoroughly, including the concerns and questions you’ve raised regarding the outstanding balance and the handover.
We understand the frustration and inconvenience this situation has caused. Our team is working to resolve this as swiftly as possible and will provide you with comprehensive feedback as soon as the investigation is complete.
Thank you for your patience and understanding.
Kind Regards,
Siboniso
MetroFibre Complaints and Escalations
MetroFibre Networx's reply25 Apr 2025, 14:24
Official
Dear Laetitia
Thank you for reaching out and for bringing this matter to our attention.
We would like to assure you that your query has been escalated to our Finance department, who are currently investigating your account in detail. They are reviewing the matter thoroughly, including the concerns and questions you’ve raised regarding the outstanding balance and the handover.
We understand the frustration and inconvenience this situation has caused. Our team is working to resolve this as swiftly as possible and will provide you with comprehensive feedback as soon as the investigation is complete.
Thank you for your patience and understanding.
Kind Regards,
Siboniso
MetroFibre Complaints and Escalations
Thank you for reaching out and for bringing this matter to our attention.
We would like to assure you that your query has been escalated to our Finance department, who are currently investigating your account in detail. They are reviewing the matter thoroughly, including the concerns and questions you’ve raised regarding the outstanding balance and the handover.
We understand the frustration and inconvenience this situation has caused. Our team is working to resolve this as swiftly as possible and will provide you with comprehensive feedback as soon as the investigation is complete.
Thank you for your patience and understanding.
Kind Regards,
Siboniso
MetroFibre Complaints and Escalations
LO
Laetitia O's updateReviewer Update
25 Apr 2025, 14:42Hi Sibinso,
I am being honest when I say I don't believe a word of this, as I called your finance department today (25/4/2025) at 12:37 and was told they can't help me, I needed to phone the collections company.
Even in their email response, after I called to ask for a reply,y I was told to contact the collections company.
So, please come up with a better excuse than that they are looking into it, as they are not! As indicated in their own words. Also the email address given is incorrect as it bounces back saying no longer in use
Good day,
I hope this message finds you well.
Please be advised that your MetroFibre account has been handed over to HAHN Collections for further handling. Should you have any queries or require any assistance regarding your account, you are more than welcome to contact them directly.
Contact Details:
Email: ***
Phone: ***
They will be able to assist you with any questions or concerns you may have.
Kind regards,
The MetroFibre Finance Team
I am being honest when I say I don't believe a word of this, as I called your finance department today (25/4/2025) at 12:37 and was told they can't help me, I needed to phone the collections company.
Even in their email response, after I called to ask for a reply,y I was told to contact the collections company.
So, please come up with a better excuse than that they are looking into it, as they are not! As indicated in their own words. Also the email address given is incorrect as it bounces back saying no longer in use
Good day,
I hope this message finds you well.
Please be advised that your MetroFibre account has been handed over to HAHN Collections for further handling. Should you have any queries or require any assistance regarding your account, you are more than welcome to contact them directly.
Contact Details:
Email: ***
Phone: ***
They will be able to assist you with any questions or concerns you may have.
Kind regards,
The MetroFibre Finance Team
LO
Laetitia O's update25 Apr 2025, 14:42
Reviewer Update
Hi Sibinso,
I am being honest when I say I don't believe a word of this, as I called your finance department today (25/4/2025) at 12:37 and was told they can't help me, I needed to phone the collections company.
Even in their email response, after I called to ask for a reply,y I was told to contact the collections company.
So, please come up with a better excuse than that they are looking into it, as they are not! As indicated in their own words. Also the email address given is incorrect as it bounces back saying no longer in use
Good day,
I hope this message finds you well.
Please be advised that your MetroFibre account has been handed over to HAHN Collections for further handling. Should you have any queries or require any assistance regarding your account, you are more than welcome to contact them directly.
Contact Details:
Email: ***
Phone: ***
They will be able to assist you with any questions or concerns you may have.
Kind regards,
The MetroFibre Finance Team
I am being honest when I say I don't believe a word of this, as I called your finance department today (25/4/2025) at 12:37 and was told they can't help me, I needed to phone the collections company.
Even in their email response, after I called to ask for a reply,y I was told to contact the collections company.
So, please come up with a better excuse than that they are looking into it, as they are not! As indicated in their own words. Also the email address given is incorrect as it bounces back saying no longer in use
Good day,
I hope this message finds you well.
Please be advised that your MetroFibre account has been handed over to HAHN Collections for further handling. Should you have any queries or require any assistance regarding your account, you are more than welcome to contact them directly.
Contact Details:
Email: ***
Phone: ***
They will be able to assist you with any questions or concerns you may have.
Kind regards,
The MetroFibre Finance Team
MetroFibre Networx's replyOfficial
25 Apr 2025, 15:15Good Day
The query has been escalated to the Finance Management. They are working on it and will provide you with feedback.
Kind Regards,
Siboniso
MetroFibre Complaints and Escalations
The query has been escalated to the Finance Management. They are working on it and will provide you with feedback.
Kind Regards,
Siboniso
MetroFibre Complaints and Escalations
MetroFibre Networx's reply25 Apr 2025, 15:15
Official
Good Day
The query has been escalated to the Finance Management. They are working on it and will provide you with feedback.
Kind Regards,
Siboniso
MetroFibre Complaints and Escalations
The query has been escalated to the Finance Management. They are working on it and will provide you with feedback.
Kind Regards,
Siboniso
MetroFibre Complaints and Escalations
LO
Laetitia O's updateReviewer Update
25 Apr 2025, 15:35Please explain to me how it is escalated now after me having to call you guys after 3 days, after the email response I got saying Metrofibre will not look into it. After 3 days, and me having to make this public, only then I something being done. This is disgusting, and I want it resolved today. It is companies like yours that are quick to want to hand people over for non-payment and ruin people's financial standings without even batting an eyelid or worrying about the after-effects. I want an answer today, I will not let this go. 9 Months after account cancellation, your company comes up with this and then does nothing until it is addressed on a public platform, please have your Finance Managemen t contact me today with an answer as an account audit does not take 3 days as I can pull my entire payment history up
LO
Laetitia O's update25 Apr 2025, 15:35
Reviewer Update
Please explain to me how it is escalated now after me having to call you guys after 3 days, after the email response I got saying Metrofibre will not look into it. After 3 days, and me having to make this public, only then I something being done. This is disgusting, and I want it resolved today. It is companies like yours that are quick to want to hand people over for non-payment and ruin people's financial standings without even batting an eyelid or worrying about the after-effects. I want an answer today, I will not let this go. 9 Months after account cancellation, your company comes up with this and then does nothing until it is addressed on a public platform, please have your Finance Managemen t contact me today with an answer as an account audit does not take 3 days as I can pull my entire payment history up
MetroFibre Networx's replyOfficial
25 Apr 2025, 16:01Good day
The above has been noted.
The above has been noted.
MetroFibre Networx's reply25 Apr 2025, 16:01
Official
Good day
The above has been noted.
The above has been noted.
LO
Laetitia O's updateReviewer Update
05 May 2025, 14:48I was supposed to get a call last Tuesday, and to date, nothing. Agai,n all your lies are being exposed. Should I not get a call before close of business I will be taking legal action against you
LO
Laetitia O's update05 May 2025, 14:48
Reviewer Update
I was supposed to get a call last Tuesday, and to date, nothing. Agai,n all your lies are being exposed. Should I not get a call before close of business I will be taking legal action against you
MetroFibre Networx's replyOfficial
15 May 2025, 16:54We acknowledge that the promised follow-up did not happen as expected, and we understand your frustration. This matter has been escalated for immediate attention, and you can expect a call before close of business today.
Thank you for your continued patience.
MetroFibre Networx's reply15 May 2025, 16:54
Official
We acknowledge that the promised follow-up did not happen as expected, and we understand your frustration. This matter has been escalated for immediate attention, and you can expect a call before close of business today.
Thank you for your continued patience.