1 reviews | Active since Jan 2016
Bad billing system
Good day Metro Fibre Team, My account was suspended due to an alleged outstanding balance, despite the fact that my debit order was not processed by your system. My payment method is debit order, which means my account should be debited automatically at month end. When this failed to happen, I proactively made a manual payment and submitted proof of payment. Despite this, your system is now incorrectly reflecting that I owe R649, even though payment has already been made. As a result, my account has been suspended. I work from home, and this suspension has severely impacted my ability to do my job. What makes this situation even more frustrating is the lack of support. Yesterday alone, I spent 1 hour and 30 minutes on hold, only to eventually be redirected to a bot, with no resolution provided. This level of service is extremely disappointing and unacceptable. I urge Metro Fibre to urgently verify my payment, correct the billing error, and restore my internet service without further delay. I expect this matter to be taken seriously and resolved promptly. Karabo Ledwaba
Your feedback regarding the debit order not processing as expected, the manual payment made, and the subsequent proof of payment submitted has been noted. We appreciate your patience and cooperation while we investigate the payment allocation, review the billing discrepancy, and ensure the account reflects accurately.
The challenges you experienced when attempting to reach support have also been taken seriously, as this is not the level of engagement we aim to provide. Our team is reviewing the matter to verify the payment, address the outstanding balance reflected on the account, and work toward restoring service as quickly as possible.
We will continue to engage with the relevant teams and keep this matter under active investigation until it is resolved.
Best regards,
Marilize
MetroFibre Complaints & Escalations
Your feedback regarding the debit order not processing as expected, the manual payment made, and the subsequent proof of payment submitted has been noted. We appreciate your patience and cooperation while we investigate the payment allocation, review the billing discrepancy, and ensure the account reflects accurately.
The challenges you experienced when attempting to reach support have also been taken seriously, as this is not the level of engagement we aim to provide. Our team is reviewing the matter to verify the payment, address the outstanding balance reflected on the account, and work toward restoring service as quickly as possible.
We will continue to engage with the relevant teams and keep this matter under active investigation until it is resolved.
Best regards,
Marilize
MetroFibre Complaints & Escalations
We would like to confirm that your payment has now been successfully allocated and your service has been reinstated. Your account is up to date, and you can continue using your MetroFibre service without interruption.
Thank you again for your patience and cooperation while we investigated this matter. We appreciate you bringing this to our attention, and we are committed to ensuring your experience moving forward meets your expectations.
Best regards,
Marilize
MetroFibre Complaints & Escalations
We would like to confirm that your payment has now been successfully allocated and your service has been reinstated. Your account is up to date, and you can continue using your MetroFibre service without interruption.
Thank you again for your patience and cooperation while we investigated this matter. We appreciate you bringing this to our attention, and we are committed to ensuring your experience moving forward meets your expectations.
Best regards,
Marilize
MetroFibre Complaints & Escalations