1 reviews | Active since Jan 2016
Can't get support but sales a ALWAYS available
I honestly regret signing up with MetroFibre. The level of communication and customer service I have experienced has been absolutely terrible.
I sent my cancellation request on Friday, 8 May, and days later I am still struggling to get a proper response from anyone. No updates, no urgency, no clear communication — just silence and endless frustration. Trying to get hold of an actual agent who can help feels impossible.
Today, I called through to Accounts and then tried Support and was on hold until my R110 airtime depleted. Ended up buying more airtime, clicked for sales and got through in a minute
What upsets me even more is that important billing information was not properly explained to me when I signed up. I was told about the activation fee and pro-rata charges, but nobody clearly disclosed that I would be charged for a full month as well. If this had been communicated honestly from the start, I would never have agreed to the service.
Instead of feeling supported as a customer, I feel completely ignored. It should not be this difficult to cancel a service or get basic feedback from a company. The stress and frustration this has caused has been exhausting.
I expected far better from MetroFibre, but this experience has been disappointing from start to finish. I would appreciate urgent intervention and confirmation that my cancellation is finally being processed.
Thank you for taking the time to share your experience and for outlining the concerns regarding your cancellation request and billing queries.
We acknowledge the delay in response to your cancellation submitted on 8 May, as well as the challenges you experienced when trying to reach our support and accounts teams. This is not the standard of communication or service we aim to provide, and your feedback has been taken seriously.
We recognize the frustration caused by the difficulty in reaching assistance and the lack of timely updates, and this matter is now being prioritized for resolution.
We appreciate your patience while this is being attended to and will ensure you receive feedback as soon as possible.
Kind regards,
Sibonisile
MetroFibre Complaints & Escalations
Thank you for taking the time to share your experience and for outlining the concerns regarding your cancellation request and billing queries.
We acknowledge the delay in response to your cancellation submitted on 8 May, as well as the challenges you experienced when trying to reach our support and accounts teams. This is not the standard of communication or service we aim to provide, and your feedback has been taken seriously.
We recognize the frustration caused by the difficulty in reaching assistance and the lack of timely updates, and this matter is now being prioritized for resolution.
We appreciate your patience while this is being attended to and will ensure you receive feedback as soon as possible.
Kind regards,
Sibonisile
MetroFibre Complaints & Escalations
I am extremely disappointed with the level of service and communication from MetroFibre regarding my cancellation request.
I submitted my cancellation request days ago and have struggled to get any meaningful feedback or assistance. Emails go unanswered, there is no proper communication, and every attempt to get clarity feels impossible.
What made the experience even worse was my interaction with Nombuso from the cancellations department. During the call, she cut the call on me while I was trying to explain my issue. As a paying customer, I find this completely disrespectful and unacceptable.
I understand that cancellations are part of business, but the way customers are treated during the process says a lot about a company. Right now, MetroFibre’s customer service has been incredibly frustrating, dismissive, and unprofessional.
I simply want clear communication, assistance with finalising my cancellation, and to be treated with basic respect.
I am extremely disappointed with the level of service and communication from MetroFibre regarding my cancellation request.
I submitted my cancellation request days ago and have struggled to get any meaningful feedback or assistance. Emails go unanswered, there is no proper communication, and every attempt to get clarity feels impossible.
What made the experience even worse was my interaction with Nombuso from the cancellations department. During the call, she cut the call on me while I was trying to explain my issue. As a paying customer, I find this completely disrespectful and unacceptable.
I understand that cancellations are part of business, but the way customers are treated during the process says a lot about a company. Right now, MetroFibre’s customer service has been incredibly frustrating, dismissive, and unprofessional.
I simply want clear communication, assistance with finalising my cancellation, and to be treated with basic respect.