SE
Susan E
1 reviews | Active since Aug 2026
20 Aug 2026, 14:01
"Breach of contract", "Consumer Protection Act", "Misleading".
I signed up for MetroFibre on the "4 months at discounted rate of R299.50" offer.
ISSUE: My service was only connected on 30 October 2025. MetroFibre pro-rated me R57.97 for 1-2 days in Oct and is now counting that as "Month 1" of my 4 month promo.
So instead of getting: Nov = Month 1, Dec = Month 2, Jan = Month 3, Feb = Month 4 @ R299.50 I got: Oct 1 day = Month 1, Nov = 2, Dec = 3, Jan = 4. So I was charged full price from Feb.
This means I only received 3 full months of discount instead of the 4 months in my contract.
METROFIBRE'S RESPONSE: They are citing a "5 for 50" promotion that is NOT in my signed contract. My contract clearly states "4 months at R299.50". They also claim I've had "4 invoices" with discount, but invoice 1 was only R57.97 pro-rata.
This is misleading and a breach of contract in terms of the Consumer Protection Act.
WHAT I WANT: 1. Correct my promo period to Nov 2025 - Feb 2026 2. Credit me for February 2026 where I was overcharged full price
I have been fighting this since February 2026 and their Finance Team just rep****: "feedback remains unchanged. No further credit is due."
MetroFibre - please honour the contract I signed.
Helpful (0)
Replies (6)0
Replies (6)
MetroFibre Networx's replyOfficial
20 Aug 2026, 14:11Dear Susan
Thank you for taking the time to speak with us.
We would like to advise that your query has been escalated to our Finance Department for further review. We have requested that they reassess the matter and provide us with detailed feedback regarding the concerns raised about the promotional billing period and charges.
As soon as we receive feedback from the Finance Team, we will update you accordingly.
We appreciate your patience and understanding while we work towards a resolution.
Kind Regards,
Siboniso
MetroFibre Complaints and Escalations
Thank you for taking the time to speak with us.
We would like to advise that your query has been escalated to our Finance Department for further review. We have requested that they reassess the matter and provide us with detailed feedback regarding the concerns raised about the promotional billing period and charges.
As soon as we receive feedback from the Finance Team, we will update you accordingly.
We appreciate your patience and understanding while we work towards a resolution.
Kind Regards,
Siboniso
MetroFibre Complaints and Escalations
MetroFibre Networx's reply20 Aug 2026, 14:11
Official
Dear Susan
Thank you for taking the time to speak with us.
We would like to advise that your query has been escalated to our Finance Department for further review. We have requested that they reassess the matter and provide us with detailed feedback regarding the concerns raised about the promotional billing period and charges.
As soon as we receive feedback from the Finance Team, we will update you accordingly.
We appreciate your patience and understanding while we work towards a resolution.
Kind Regards,
Siboniso
MetroFibre Complaints and Escalations
Thank you for taking the time to speak with us.
We would like to advise that your query has been escalated to our Finance Department for further review. We have requested that they reassess the matter and provide us with detailed feedback regarding the concerns raised about the promotional billing period and charges.
As soon as we receive feedback from the Finance Team, we will update you accordingly.
We appreciate your patience and understanding while we work towards a resolution.
Kind Regards,
Siboniso
MetroFibre Complaints and Escalations
SE
Susan E's updateReviewer Update
21 Aug 2026, 15:59Hi Siboniso,
Thank you for clarifying that June is the 5th bonus month.
However, this confirms my dispute:
You are counting 28-31 Oct (R57.97 pro-rata for 3 days) as Month 1 of my initial 4-month offer.
A pro-rata is not a full month. By law and industry practice, a pro-rata aligns billing and does not count towards a promotional period.
Therefore I received:
Oct = 3 days (not a month)
Nov, Dec, Jan = 3 months
= 3 months + 3 days, not 4 months as per my contract.
The fact that I got a bonus in June does not change that I was charged full price in February 2026, which should have been Month 4. My contract does not state anything about the 5 for 50 promotion and this was not clarified when I signed up with MetroFibre - that the discounted months would only be applicable to October, November and December 2025 and January 2026.
My contract states "4 months at R299.50" - not "3 months + 3 days + a bonus 4 months later in June".
I require:
1. Credit for Feb 2026 invoice (difference between full price and R299.50)
2. Written confirmation that June bonus still applies
If not resolved in 3 business days, I will lodge with ICASA and NCC with all correspondence.
Regards,
Susan Ellis
Thank you for clarifying that June is the 5th bonus month.
However, this confirms my dispute:
You are counting 28-31 Oct (R57.97 pro-rata for 3 days) as Month 1 of my initial 4-month offer.
A pro-rata is not a full month. By law and industry practice, a pro-rata aligns billing and does not count towards a promotional period.
Therefore I received:
Oct = 3 days (not a month)
Nov, Dec, Jan = 3 months
= 3 months + 3 days, not 4 months as per my contract.
The fact that I got a bonus in June does not change that I was charged full price in February 2026, which should have been Month 4. My contract does not state anything about the 5 for 50 promotion and this was not clarified when I signed up with MetroFibre - that the discounted months would only be applicable to October, November and December 2025 and January 2026.
My contract states "4 months at R299.50" - not "3 months + 3 days + a bonus 4 months later in June".
I require:
1. Credit for Feb 2026 invoice (difference between full price and R299.50)
2. Written confirmation that June bonus still applies
If not resolved in 3 business days, I will lodge with ICASA and NCC with all correspondence.
Regards,
Susan Ellis
SE
Susan E's update21 Aug 2026, 15:59
Reviewer Update
Hi Siboniso,
Thank you for clarifying that June is the 5th bonus month.
However, this confirms my dispute:
You are counting 28-31 Oct (R57.97 pro-rata for 3 days) as Month 1 of my initial 4-month offer.
A pro-rata is not a full month. By law and industry practice, a pro-rata aligns billing and does not count towards a promotional period.
Therefore I received:
Oct = 3 days (not a month)
Nov, Dec, Jan = 3 months
= 3 months + 3 days, not 4 months as per my contract.
The fact that I got a bonus in June does not change that I was charged full price in February 2026, which should have been Month 4. My contract does not state anything about the 5 for 50 promotion and this was not clarified when I signed up with MetroFibre - that the discounted months would only be applicable to October, November and December 2025 and January 2026.
My contract states "4 months at R299.50" - not "3 months + 3 days + a bonus 4 months later in June".
I require:
1. Credit for Feb 2026 invoice (difference between full price and R299.50)
2. Written confirmation that June bonus still applies
If not resolved in 3 business days, I will lodge with ICASA and NCC with all correspondence.
Regards,
Susan Ellis
Thank you for clarifying that June is the 5th bonus month.
However, this confirms my dispute:
You are counting 28-31 Oct (R57.97 pro-rata for 3 days) as Month 1 of my initial 4-month offer.
A pro-rata is not a full month. By law and industry practice, a pro-rata aligns billing and does not count towards a promotional period.
Therefore I received:
Oct = 3 days (not a month)
Nov, Dec, Jan = 3 months
= 3 months + 3 days, not 4 months as per my contract.
The fact that I got a bonus in June does not change that I was charged full price in February 2026, which should have been Month 4. My contract does not state anything about the 5 for 50 promotion and this was not clarified when I signed up with MetroFibre - that the discounted months would only be applicable to October, November and December 2025 and January 2026.
My contract states "4 months at R299.50" - not "3 months + 3 days + a bonus 4 months later in June".
I require:
1. Credit for Feb 2026 invoice (difference between full price and R299.50)
2. Written confirmation that June bonus still applies
If not resolved in 3 business days, I will lodge with ICASA and NCC with all correspondence.
Regards,
Susan Ellis
MetroFibre Networx's replyOfficial
25 Aug 2026, 09:52Dear Susan,
Thank you for allowing us the opportunity to complete a further review of your concerns with our Sales and Finance teams.
The recorded sales interaction confirmed that the service was taken up on the 5-for-50 promotion. The first promotional benefit was app**** when your service was activated in October 2025, with a 50% discount app**** to both the prorated subscription charge and the activation fee. For this reason, October cannot be excluded from the promotional period.
The remaining promotional discounts were app**** to the monthly subscription from November 2025 to January 2026. The final bonus discount of R324.50 was also app**** in June 2026, as provided for under the 5-for-50 offer.
Following the completed review, Sales and Finance have confirmed that all applicable promotional benefits were processed correctly. The February 2026 invoice therefore remains payable at the standard subscription rate, and no further credit is due.
We understand that this is not the outcome you requested; however, we trust that this provides a clear and conclusive explanation of how the promotion was app**** to your account.
Best regards,
Marilize
MetroFibre Complaints & Escalations
Thank you for allowing us the opportunity to complete a further review of your concerns with our Sales and Finance teams.
The recorded sales interaction confirmed that the service was taken up on the 5-for-50 promotion. The first promotional benefit was app**** when your service was activated in October 2025, with a 50% discount app**** to both the prorated subscription charge and the activation fee. For this reason, October cannot be excluded from the promotional period.
The remaining promotional discounts were app**** to the monthly subscription from November 2025 to January 2026. The final bonus discount of R324.50 was also app**** in June 2026, as provided for under the 5-for-50 offer.
Following the completed review, Sales and Finance have confirmed that all applicable promotional benefits were processed correctly. The February 2026 invoice therefore remains payable at the standard subscription rate, and no further credit is due.
We understand that this is not the outcome you requested; however, we trust that this provides a clear and conclusive explanation of how the promotion was app**** to your account.
Best regards,
Marilize
MetroFibre Complaints & Escalations
MetroFibre Networx's reply25 Aug 2026, 09:52
Official
Dear Susan,
Thank you for allowing us the opportunity to complete a further review of your concerns with our Sales and Finance teams.
The recorded sales interaction confirmed that the service was taken up on the 5-for-50 promotion. The first promotional benefit was app**** when your service was activated in October 2025, with a 50% discount app**** to both the prorated subscription charge and the activation fee. For this reason, October cannot be excluded from the promotional period.
The remaining promotional discounts were app**** to the monthly subscription from November 2025 to January 2026. The final bonus discount of R324.50 was also app**** in June 2026, as provided for under the 5-for-50 offer.
Following the completed review, Sales and Finance have confirmed that all applicable promotional benefits were processed correctly. The February 2026 invoice therefore remains payable at the standard subscription rate, and no further credit is due.
We understand that this is not the outcome you requested; however, we trust that this provides a clear and conclusive explanation of how the promotion was app**** to your account.
Best regards,
Marilize
MetroFibre Complaints & Escalations
Thank you for allowing us the opportunity to complete a further review of your concerns with our Sales and Finance teams.
The recorded sales interaction confirmed that the service was taken up on the 5-for-50 promotion. The first promotional benefit was app**** when your service was activated in October 2025, with a 50% discount app**** to both the prorated subscription charge and the activation fee. For this reason, October cannot be excluded from the promotional period.
The remaining promotional discounts were app**** to the monthly subscription from November 2025 to January 2026. The final bonus discount of R324.50 was also app**** in June 2026, as provided for under the 5-for-50 offer.
Following the completed review, Sales and Finance have confirmed that all applicable promotional benefits were processed correctly. The February 2026 invoice therefore remains payable at the standard subscription rate, and no further credit is due.
We understand that this is not the outcome you requested; however, we trust that this provides a clear and conclusive explanation of how the promotion was app**** to your account.
Best regards,
Marilize
MetroFibre Complaints & Escalations
SE
Susan E's updateReviewer Update
27 Aug 2026, 11:23My response to this:
Thank you Marilize for the formal response.
I note your position: You confirm October 2025 (3 days, 28-31 Oct) is counted as Month 1 of the promotion. You confirm my promotion price changed from R299.50 (per contract) to R324.50 in June 2026. You confirm Nov 2025-Jan 2026 were discounted, Feb-May 2026 were at full standard rate, and June 2026 was the final bonus discounted amount. A pro-rata period cannot legally constitute a full month of a promotional offer. I do not accept that all benefits were processed correctly. As this remains unresolved after 6 months of complaints, I will be lodging a complaint with ICASA and will include this response - please could you be so kind as to provide me with the sales recording you reference. I will not be commenting further on HelloPeter pending ICASA's investigation.
Kind regards,
Sue Ellis
SE
Susan E's update27 Aug 2026, 11:23
Reviewer Update
My response to this:
Thank you Marilize for the formal response.
I note your position: You confirm October 2025 (3 days, 28-31 Oct) is counted as Month 1 of the promotion. You confirm my promotion price changed from R299.50 (per contract) to R324.50 in June 2026. You confirm Nov 2025-Jan 2026 were discounted, Feb-May 2026 were at full standard rate, and June 2026 was the final bonus discounted amount. A pro-rata period cannot legally constitute a full month of a promotional offer. I do not accept that all benefits were processed correctly. As this remains unresolved after 6 months of complaints, I will be lodging a complaint with ICASA and will include this response - please could you be so kind as to provide me with the sales recording you reference. I will not be commenting further on HelloPeter pending ICASA's investigation.
Kind regards,
Sue Ellis
SE
Susan E's updateReviewer Update
01 Sept 2026, 14:33Update 01 Sept 2026: Thank you to ICASA for acknowledgment. Complaint escalated to MetroFibre under ICASA Ref GAU008085/26. MetroFibre has 14 working days to respond. I await their response via ICASA and am willing to withdraw upon Feb credit.
SE
Susan E's update01 Sept 2026, 14:33
Reviewer Update
Update 01 Sept 2026: Thank you to ICASA for acknowledgment. Complaint escalated to MetroFibre under ICASA Ref GAU008085/26. MetroFibre has 14 working days to respond. I await their response via ICASA and am willing to withdraw upon Feb credit.
SE
Susan E's updateReviewer Update
01 Sept 2026, 14:41Subject: ICASA Complaint Lodged - Ref GAU008085/26 - MetroFibre Account SUS944
Dear Marilize / Siboniso,Please be advised that my complaint has been escalated to ICASA under reference GAU008085/26.ICASA has afforded you 14 working days to respond to their office.My relief sought remains: Credit for February 2026 invoice to R299.50 (difference between standard rate and promotional rate).I am willing to withdraw complaint GAU008085/26 upon receipt of credit and written confirmation.
Regards,
Susan Ellis
Dear Marilize / Siboniso,Please be advised that my complaint has been escalated to ICASA under reference GAU008085/26.ICASA has afforded you 14 working days to respond to their office.My relief sought remains: Credit for February 2026 invoice to R299.50 (difference between standard rate and promotional rate).I am willing to withdraw complaint GAU008085/26 upon receipt of credit and written confirmation.
Regards,
Susan Ellis
SE
Susan E's update01 Sept 2026, 14:41
Reviewer Update
Subject: ICASA Complaint Lodged - Ref GAU008085/26 - MetroFibre Account SUS944
Dear Marilize / Siboniso,Please be advised that my complaint has been escalated to ICASA under reference GAU008085/26.ICASA has afforded you 14 working days to respond to their office.My relief sought remains: Credit for February 2026 invoice to R299.50 (difference between standard rate and promotional rate).I am willing to withdraw complaint GAU008085/26 upon receipt of credit and written confirmation.
Regards,
Susan Ellis
Dear Marilize / Siboniso,Please be advised that my complaint has been escalated to ICASA under reference GAU008085/26.ICASA has afforded you 14 working days to respond to their office.My relief sought remains: Credit for February 2026 invoice to R299.50 (difference between standard rate and promotional rate).I am willing to withdraw complaint GAU008085/26 upon receipt of credit and written confirmation.
Regards,
Susan Ellis