Hellopeter
Share Your Experience
CP
Clinton P

1 reviews | Active since Apr 2015

25 May 2023, 14:57

Customer service is non-existent

I cancelled my service and the debit order still went off.

The Finance team have failed to respond, even from prompts from their own cancellations department.

I included their complaints department and still no response.

Their service worked but this poor service when cancelling will make me think carefully if i ever need to use MetroFibre as a fibre provider.

Seeing their rating on Hello Peter, i'm guessing things won't change until all their clients have left.

0
Replies (3)
CP
Clinton P's update26 May 2023, 10:40
Reviewer Update
25 May 2023, 16:34

Good day, Clinton,

Our customers are valuable to us and they deserve only the best service. We have failed you and we want to apologize for that. It might not change anything on your side, but our team at *** will be investigating this and take it up with the relevant departments. Errors on our side need to be addressed and our team will further this.

Kind regards,
Nthabi
-----

Hello Nthabi

Hopefully you can make things happen to reverse my payment post cancellation. Based on your current rating on Hello Peter, i'm doubtful this will happen in a hurry.

I also received this response on 22 May:
Dear valued client
Your complaint has been well received and is being investigated as a matter of priority.
Please accept our apologies for the frustration caused.
We have escalated your query with the management of our finance team.
Please be advised that the relevant department will be in contact to provide feedback as soon as possible.
We thank you for your patience.

This has been ongoing for over 1.5 months with ZERO reply from your Finance department.

I have requested my bank to reverse and stop the debit order due to MetroFibre's poor admin.

Best regards
Clinton

MetroFibre Networx
MetroFibre Networx's reply26 May 2023, 14:15
Official
Good day, Clinton,

Kindly note that our finance department is currently working on the matter and will revert shortly via email or telephone.

Pardon the delayed response.

Kind regards,
Nthabi
CP
Clinton P's update29 May 2023, 14:31
Reviewer Update
26 May 2023, 14:15

Good day, Clinton,

Kindly note that our finance department is currently working on the matter and will revert shortly via email or telephone.

Pardon the delayed response.

Kind regards,
Nthabi
-----

Hello Nthabi

I have received an email response from your Finance department but i disagree with their findings.

I have sent them a response with my validation. Trust they will be attending to my request.

Best regards
Clinton