DJ
Daniel J
1 reviews | Active since Jul 2025
13 Mar 2026, 09:17
Credit Note Issued but Refund Still Not Paid! – Extremely Poor Service
If I could give 0 stars, I would!!!
This company has been an absolute nightmare to deal with from start to finish.
I submitted written notice of cancellation on 11 December 2025, which legally makes the termination date 11 January 2026 in terms of the Consumer Protection Act (Section 14). Despite clear written proof, MetroFibre attempted to ********ly extend the cancellation date and continue billing.
After numerous emails and constant follow-ups, they eventually admitted their mistake and issued a credit note on 03 February 2026 for the overcharge caused by their failure to acknowledge the cancellation correctly.
The credit note clearly stated the refund would be paid by 28 February 2026.
It is now March 2026, and the money has still not been refunded. Multiple follow-up emails have been sent and, once again, they simply do not respond.
This has been the pattern from the very beginning: 1) Emails ignored 2) Commitments not honoured 3) Deadlines missed 4) No accountability whatsoever
At this point it genuinely feels like MetroFibre is holding onto customer money and hoping people eventually give up trying to get it back.
The level of incompetence and lack of professionalism is unbelievable for a telecommunications company that has access to customer debit orders.
If you are considering MetroFibre, ask yourself if you are comfortable with a company that: 1) Ignores cancellation notices 2) Attempts to bill customers beyond legal termination dates 3) Issues refunds that never actually get paid 4) Stops responding once they owe money back to the customer
If this matter is not resolved immediately, it will be escalated through the appropriate regulatory and legal channels.
Avoid this company if you value legal compliance, competent support, and ethical billing practices. MetroFibre has demonstrated none of these!
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Replies (6)0
Replies (6)
MetroFibre Networx's replyOfficial
13 Mar 2026, 09:25Dear Daniel James
Thank you for taking the time to share your experience and for outlining the details surrounding your cancellation and refund request.
We fully recognize how concerning and frustrating this situation must be, particularly after you had already submitted your cancellation notice and received confirmation through the issued credit note. Matters involving cancellations, billing adjustments, and refunds are handled with great importance, and the experience you described is not the standard we aim to provide to our customers.
Your feedback regarding the cancellation submitted on 11 December 2025, the subsequent billing, and the credit note issued on 03 February 2026 has been noted. The concern raised about the refund not yet reflecting has been escalated to the relevant finance department for urgent review so that the status of the payment can be verified and the matter addressed accordingly.
We also acknowledge the difficulty you experienced with follow-ups and communication during this process. Feedback such as yours is valuable, as it highlights areas that require attention and improvement within our support and internal processes.
The relevant team will review the account, the credit note issued, and the refund timeline so that clarity can be provided on the next steps. Once feedback has been received from the department handling refunds, you will be updated accordingly.
Your concerns are important to us, and we appreciate you bringing them forward so that the matter can be addressed and resolved.
Kind regards,
Sibonisile
MetroFibre Complaints & Escalations
Sibonisile
MetroFibre Complaints & Escalations
MetroFibre Networx's reply13 Mar 2026, 09:25
Official
Dear Daniel James
Thank you for taking the time to share your experience and for outlining the details surrounding your cancellation and refund request.
We fully recognize how concerning and frustrating this situation must be, particularly after you had already submitted your cancellation notice and received confirmation through the issued credit note. Matters involving cancellations, billing adjustments, and refunds are handled with great importance, and the experience you described is not the standard we aim to provide to our customers.
Your feedback regarding the cancellation submitted on 11 December 2025, the subsequent billing, and the credit note issued on 03 February 2026 has been noted. The concern raised about the refund not yet reflecting has been escalated to the relevant finance department for urgent review so that the status of the payment can be verified and the matter addressed accordingly.
We also acknowledge the difficulty you experienced with follow-ups and communication during this process. Feedback such as yours is valuable, as it highlights areas that require attention and improvement within our support and internal processes.
The relevant team will review the account, the credit note issued, and the refund timeline so that clarity can be provided on the next steps. Once feedback has been received from the department handling refunds, you will be updated accordingly.
Your concerns are important to us, and we appreciate you bringing them forward so that the matter can be addressed and resolved.
Kind regards,
Sibonisile
MetroFibre Complaints & Escalations
Sibonisile
MetroFibre Complaints & Escalations
DJ
Daniel J's updateReviewer Update
13 Mar 2026, 09:40 Good day,
Thank you for your response.
However, this matter has already been outstanding for some time. The credit note was issued on 03 February 2026 and clearly indicated that the refund would be paid by 28 February 2026. As of today, the funds have still not reflected in my account, which means the agreed refund timeline has already been missed.
While I note that the matter has now been escalated internally, I require clear confirmation that the refund has been processed, together with proof of payment.
Please ensure that the payment is finalised and confirmation provided no later than close of business tomorrow.
If the refund is not received or proof of payment is not provided by then, I will proceed with formal escalation through the appropriate regulatory and legal channels, as well as disputing the matter with my bank.
This matter should have been resolved weeks ago, and I expect it to now be concluded without any further delay.
Kind regards,
Daniel James
Daniel James
DJ
Daniel J's update13 Mar 2026, 09:40
Reviewer Update
Good day,
Thank you for your response.
However, this matter has already been outstanding for some time. The credit note was issued on 03 February 2026 and clearly indicated that the refund would be paid by 28 February 2026. As of today, the funds have still not reflected in my account, which means the agreed refund timeline has already been missed.
While I note that the matter has now been escalated internally, I require clear confirmation that the refund has been processed, together with proof of payment.
Please ensure that the payment is finalised and confirmation provided no later than close of business tomorrow.
If the refund is not received or proof of payment is not provided by then, I will proceed with formal escalation through the appropriate regulatory and legal channels, as well as disputing the matter with my bank.
This matter should have been resolved weeks ago, and I expect it to now be concluded without any further delay.
Kind regards,
Daniel James
Daniel James
MetroFibre Networx's replyOfficial
13 Mar 2026, 09:42 An email has been sent. Kindly respond to the email.
MetroFibre Networx's reply13 Mar 2026, 09:42
Official
An email has been sent. Kindly respond to the email.
DJ
Daniel J's updateReviewer Update
13 Mar 2026, 10:22Thank you for your message. I have not received any email as yet, but I will await it and respond accordingly once it arrives.
For clarity, the core issue remains: a credit note was issued on 03 February 2026 with a refund due by 28 February 2026, and the funds have still not reflected in my account.
DJ
Daniel J's update13 Mar 2026, 10:22
Reviewer Update
Thank you for your message. I have not received any email as yet, but I will await it and respond accordingly once it arrives.
For clarity, the core issue remains: a credit note was issued on 03 February 2026 with a refund due by 28 February 2026, and the funds have still not reflected in my account.
DJ
Daniel J's updateReviewer Update
13 Mar 2026, 13:26Good day,
Sai and I have provided the requested proof of my bank account (on Sai's email).
I now expect the refund to be processed and finalised today, by close of business (COB). No further delays will be tolerated.
Once the payment has been made, please provide proof of payment immediately.
This matter has been pending far too long, and I am done waiting. Any failure to process the refund today will leave me with no choice but to escalate through regulatory and legal channels, including disputing the payment with my bank.
I trust this will be resolved without further excuses.
DJ
Daniel J's update13 Mar 2026, 13:26
Reviewer Update
Good day,
Sai and I have provided the requested proof of my bank account (on Sai's email).
I now expect the refund to be processed and finalised today, by close of business (COB). No further delays will be tolerated.
Once the payment has been made, please provide proof of payment immediately.
This matter has been pending far too long, and I am done waiting. Any failure to process the refund today will leave me with no choice but to escalate through regulatory and legal channels, including disputing the payment with my bank.
I trust this will be resolved without further excuses.
DJ
Daniel J's updateReviewer Update
13 Mar 2026, 14:14 Good day,
I have now sent my latest bank confirmation as requested.
Let me be perfectly clear: I expect this refund to be fully processed and reflected in my account by close of business tomorrow, 14 March 2026. No further delays, excuses, or “average processing times” will be tolerated. I also expect proof of payment as confirmation once the refund is processed.
The handling of this matter so far has been unacceptable — multiple delays, poor communication, and ignored follow-ups have caused extreme frustration. I am done waiting for incompetence to be resolved at my expense.
If this refund is not processed by COB tomorrow, I will escalate this matter through all appropriate legal and regulatory channels, including formal complaints under the Consumer Protection Act (Act 68 of 2008).
DJ
Daniel J's update13 Mar 2026, 14:14
Reviewer Update
Good day,
I have now sent my latest bank confirmation as requested.
Let me be perfectly clear: I expect this refund to be fully processed and reflected in my account by close of business tomorrow, 14 March 2026. No further delays, excuses, or “average processing times” will be tolerated. I also expect proof of payment as confirmation once the refund is processed.
The handling of this matter so far has been unacceptable — multiple delays, poor communication, and ignored follow-ups have caused extreme frustration. I am done waiting for incompetence to be resolved at my expense.
If this refund is not processed by COB tomorrow, I will escalate this matter through all appropriate legal and regulatory channels, including formal complaints under the Consumer Protection Act (Act 68 of 2008).