1 reviews | Active since Apr 2022
Bad communication and conflict resolution
Sign up process was good hence the 2 stars. Thereafter I was unfortunately charged double the monthly premium... Consented for eft payment (not debit order) which I did however my account was still debited. Credit did not appear on upcoming months statements and no refund was given since September! Logged a ticket and emailed to receive my funds several times but still not resolved since then. Also, was given incorrect information regarding the premium change on both my accounts and nobody is able to get back to me to clarify. Simply need to listen to the call. If an error was made, simply acknowledge and we can move on. Not difficult... Finance department never responds and simply ignores my many emails. Calls unresponsive as well. Eventually got complaints' email address and received a response and call but still no funds received since a week ago or resolution on the premium debacle. Now sending messages to follow up but still no resolution. Going in circles and wasting my time. Not sure what else to do other than find another service provider if this is not resolved by month end. There's plenty of competition out there. Account numbers are: MAR8089 & MAR9005.
We sincerely apologize for the challenges you have faced with our billing process, and we appreciate your patience in bringing this matter to our attention. Your experience is certainly not reflective of the service standards we aim to maintain at Metro Fibre, and we understand the frustration this has caused.
Upon receiving your complaint, we have escalated the matter to our finance management team for urgent assistance. They will thoroughly investigate the double charging, ensure the appropriate credits are app****, and address any discrepancies in your statements promptly.
We acknowledge the importance of accurate and transparent communication, and we want to ensure that your concerns are addressed satisfactorily.
Please be assured that we take your concerns seriously, and we are actively working towards a swift resolution. We understand the urgency of your request, and our finance team will prioritize the investigation to provide you with a resolution by month-end.
If you have any additional details or concerns, please feel free to share them with us. We value your continued trust in Metro Fibre, and we are dedicated to rectifying this situation promptly.
Thank you for your understanding and cooperation.
Kind Regards
Marilize
We sincerely apologize for the challenges you have faced with our billing process, and we appreciate your patience in bringing this matter to our attention. Your experience is certainly not reflective of the service standards we aim to maintain at Metro Fibre, and we understand the frustration this has caused.
Upon receiving your complaint, we have escalated the matter to our finance management team for urgent assistance. They will thoroughly investigate the double charging, ensure the appropriate credits are app****, and address any discrepancies in your statements promptly.
We acknowledge the importance of accurate and transparent communication, and we want to ensure that your concerns are addressed satisfactorily.
Please be assured that we take your concerns seriously, and we are actively working towards a swift resolution. We understand the urgency of your request, and our finance team will prioritize the investigation to provide you with a resolution by month-end.
If you have any additional details or concerns, please feel free to share them with us. We value your continued trust in Metro Fibre, and we are dedicated to rectifying this situation promptly.
Thank you for your understanding and cooperation.
Kind Regards
Marilize