Debited After Cancellation – No Response and No Refund
I am extremely disappointed with the service I have received from MetroFibre.
I cancelled my fibre service after relocating to an area where they do not provide coverage. I communicated this clearly and requested confirmation of cancellation as well as a refund for February.
To date, I have received no response to my emails, no confirmation of cancellation, and no refund. Instead, my account has been debited again this month for a service I am not receiving.
This lack of communication and continued debiting after cancellation is unacceptable. Customers should not have to chase a company for basic responses or refunds, especially when they are no longer using the service.
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MetroFibre Networx's replyOfficial
17 Feb 2026, 09:13Good Day
Thank you for bringing this matter to our attention.
We understand how frustrating this situation must be, especially after you had already communicated your relocation and cancellation request. The continued debiting and lack of feedback you’ve experienced are certainly not the standard we aim to provide.
Please be assured that we are now urgently investigating your account, including the cancellation request, the February billing, and the recent debit. Our team will review all correspondence and billing activity to determine what occurred and to ensure the appropriate corrective steps are taken.
We appreciate your patience while we resolve this matter and will prioritize getting this sorted for you.
Kind regards,
Sibonisile
MetroFibre Complaints & Escalations
Thank you for bringing this matter to our attention.
We understand how frustrating this situation must be, especially after you had already communicated your relocation and cancellation request. The continued debiting and lack of feedback you’ve experienced are certainly not the standard we aim to provide.
Please be assured that we are now urgently investigating your account, including the cancellation request, the February billing, and the recent debit. Our team will review all correspondence and billing activity to determine what occurred and to ensure the appropriate corrective steps are taken.
We appreciate your patience while we resolve this matter and will prioritize getting this sorted for you.
Kind regards,
Sibonisile
MetroFibre Complaints & Escalations
MetroFibre Networx's reply17 Feb 2026, 09:13
Official
Good Day
Thank you for bringing this matter to our attention.
We understand how frustrating this situation must be, especially after you had already communicated your relocation and cancellation request. The continued debiting and lack of feedback you’ve experienced are certainly not the standard we aim to provide.
Please be assured that we are now urgently investigating your account, including the cancellation request, the February billing, and the recent debit. Our team will review all correspondence and billing activity to determine what occurred and to ensure the appropriate corrective steps are taken.
We appreciate your patience while we resolve this matter and will prioritize getting this sorted for you.
Kind regards,
Sibonisile
MetroFibre Complaints & Escalations
Thank you for bringing this matter to our attention.
We understand how frustrating this situation must be, especially after you had already communicated your relocation and cancellation request. The continued debiting and lack of feedback you’ve experienced are certainly not the standard we aim to provide.
Please be assured that we are now urgently investigating your account, including the cancellation request, the February billing, and the recent debit. Our team will review all correspondence and billing activity to determine what occurred and to ensure the appropriate corrective steps are taken.
We appreciate your patience while we resolve this matter and will prioritize getting this sorted for you.
Kind regards,
Sibonisile
MetroFibre Complaints & Escalations