Appalling Service from Metrofibre Finance Department

I am extremely disappointed with the level of service received from Metrofibre’s finance department.

The issue began when my account was incorrectly billed. I queried this error, but my concerns were completely ignored. After repeated failed attempts to resolve the matter directly with Metrofibre, I had no choice but to escalate the issue to ICASA. A resolution was eventually reached through ICASA, and I honoured this resolution by paying the corrected amount in full.

I provided the finance department with proof of payment. The payments were made using the correct reference number, which means they should be fully traceable even without the proof of payment. Despite this, my emails requesting a settlement letter went unanswered.

A month later, Metrofibre finally responded—only to incorrectly claim that an outstanding amount is still payable in order to settle the account. This is completely false, as the account has already been settled in line with the ICASA resolution.

I am honestly lost for words at the level of disservice, poor communication, and lack of customer care displayed by Metrofibre’s finance department. This experience has been frustrating, time-consuming, and entirely avoidable.