Constant payment issues

I have been with MetroFibre for a long time. This issue started a few months ago.

I keep receiving notifications that my account is in arrears and that I need to make payment. This is very strange, as I make my payment every month on the 25th.

In August, I was again informed that my account was in arrears. After sending proof of payment, nothing happened, and my service was cut off.

After numerous emails and a few phone calls, I eventually spoke to an agent. The agent explained that because I pay via EFT, I need to pay ahead. This is confusing, as I have been ahead with payments since the beginning. The agent then told me that I needed to pay R800 immediately to have my service restored, and also to pay again on the 1st of September. I was assured that if I did this, I would never have this issue again.

I paid the R800 to bring the account “ahead” as requested, and I also made my monthly payment on the 1st of September.

However, since Friday, I have again been receiving arrears emails stating that my service will be suspended. This is absolutely unacceptable. How can you expect a customer to pay twice in one month?

I have now requested that my service be cancelled and that I be refunded for the amounts wrongly charged under this so-called “arrears issue.”

I hope this matter is resolved quickly, as I am planning to move to another ISP. I have also not received any response to the email I sent yesterday.