wL
wagieda L
1 reviews | Active since Jan 2014
27 Jun 2025, 08:33
DISGRACEFUL SERVICE FROM FINANCE
This is for the finance team. I have asked for a debit order to go off my account and gave them my new address and banking details on the 28th of April 2025 and then when the debit order was supposed to go off, they debited the incorrect account. I then logged a ticket and did an EFT payment. I then got sms messages that they will terminate my services for the line. The payment took 2 weeks to get allocated and me calling countless times as they did not even bother to call me. I then filled out a debit order form which was sent on that same ticket on the 5th of June 2025 with my again correct banking details and again they debited the incorrect account and then sent me an email to advise that they owe me money. I spoke to an Afrikaans speaking gentleman on Wednesday and explained this entire story AGAIN and STILL IT IS NOT FIXED. I called in this morning at 7:52 am and the lady could not get hold of finance. She said they will call me back. I am now tired cause I am now responsible to pay 2 X reversal charges for METROFIBRE finance NOT GETTING THIS RIGHT FROM THE START. I work from home and my daughter does online schooling and I have said this multiple times. I NEED THE DARN INTERNET ACTIVE AT ALL TIMES. I now want the head of finance to call me and sort this nonsense out while I am on the phone and I feel that it is ONLY FAIR THAT I GET THIS MONTH FREE AS THIS WAS AND IS NOT MY FAULT FROM THE START. I want a call TODAY
Helpful (0)
Replies (10)0
Replies (10)
MetroFibre Networx's replyOfficial
27 Jun 2025, 08:40Dear Wagieda,
Thank you for reaching out and for bringing your concerns to our attention.
We sincerely acknowledge the frustration caused by the repeated errors regarding your debit order setup and the delays you've experienced in resolving the matter. Your existing ticket (759411) has already been escalated to our Finance Management team for urgent investigation and corrective action.
Please rest assured that we are prioritising your case to ensure your billing details are corrected, the necessary refunds or reversals are processed accordingly, and most importantly, that your service remains active and uninterrupted moving forward.
We appreciate your continued patience and will ensure that our Finance team reaches out to you directly to provide the assistance you’ve requested. Should you require any additional support in the meantime, please don’t hesitate to let us know — we are committed to resolving this matter to your satisfaction.
Best regards,
Marilize
MetroFibre Complaints & Escalations
Thank you for reaching out and for bringing your concerns to our attention.
We sincerely acknowledge the frustration caused by the repeated errors regarding your debit order setup and the delays you've experienced in resolving the matter. Your existing ticket (759411) has already been escalated to our Finance Management team for urgent investigation and corrective action.
Please rest assured that we are prioritising your case to ensure your billing details are corrected, the necessary refunds or reversals are processed accordingly, and most importantly, that your service remains active and uninterrupted moving forward.
We appreciate your continued patience and will ensure that our Finance team reaches out to you directly to provide the assistance you’ve requested. Should you require any additional support in the meantime, please don’t hesitate to let us know — we are committed to resolving this matter to your satisfaction.
Best regards,
Marilize
MetroFibre Complaints & Escalations
MetroFibre Networx's reply27 Jun 2025, 08:40
Official
Dear Wagieda,
Thank you for reaching out and for bringing your concerns to our attention.
We sincerely acknowledge the frustration caused by the repeated errors regarding your debit order setup and the delays you've experienced in resolving the matter. Your existing ticket (759411) has already been escalated to our Finance Management team for urgent investigation and corrective action.
Please rest assured that we are prioritising your case to ensure your billing details are corrected, the necessary refunds or reversals are processed accordingly, and most importantly, that your service remains active and uninterrupted moving forward.
We appreciate your continued patience and will ensure that our Finance team reaches out to you directly to provide the assistance you’ve requested. Should you require any additional support in the meantime, please don’t hesitate to let us know — we are committed to resolving this matter to your satisfaction.
Best regards,
Marilize
MetroFibre Complaints & Escalations
Thank you for reaching out and for bringing your concerns to our attention.
We sincerely acknowledge the frustration caused by the repeated errors regarding your debit order setup and the delays you've experienced in resolving the matter. Your existing ticket (759411) has already been escalated to our Finance Management team for urgent investigation and corrective action.
Please rest assured that we are prioritising your case to ensure your billing details are corrected, the necessary refunds or reversals are processed accordingly, and most importantly, that your service remains active and uninterrupted moving forward.
We appreciate your continued patience and will ensure that our Finance team reaches out to you directly to provide the assistance you’ve requested. Should you require any additional support in the meantime, please don’t hesitate to let us know — we are committed to resolving this matter to your satisfaction.
Best regards,
Marilize
MetroFibre Complaints & Escalations
wL
wagieda L's updateReviewer Update
27 Jun 2025, 08:50More, Marilize,
I would just like to state that this ESCALATION was told to me, done at the beginning of June already, 2 days prior to me sending the debit order form. So, my frustration is not CURRENT but for more than a month now this is NOT RESOLVE. I am now awaiting a call as they emailed me to ask when they can call me but ABSOLUTELY NO CALL AS YET. How do you expect me to be happy about this or even remain calm?
I would just like to state that this ESCALATION was told to me, done at the beginning of June already, 2 days prior to me sending the debit order form. So, my frustration is not CURRENT but for more than a month now this is NOT RESOLVE. I am now awaiting a call as they emailed me to ask when they can call me but ABSOLUTELY NO CALL AS YET. How do you expect me to be happy about this or even remain calm?
wL
wagieda L's update27 Jun 2025, 08:50
Reviewer Update
More, Marilize,
I would just like to state that this ESCALATION was told to me, done at the beginning of June already, 2 days prior to me sending the debit order form. So, my frustration is not CURRENT but for more than a month now this is NOT RESOLVE. I am now awaiting a call as they emailed me to ask when they can call me but ABSOLUTELY NO CALL AS YET. How do you expect me to be happy about this or even remain calm?
I would just like to state that this ESCALATION was told to me, done at the beginning of June already, 2 days prior to me sending the debit order form. So, my frustration is not CURRENT but for more than a month now this is NOT RESOLVE. I am now awaiting a call as they emailed me to ask when they can call me but ABSOLUTELY NO CALL AS YET. How do you expect me to be happy about this or even remain calm?
MetroFibre Networx's replyOfficial
27 Jun 2025, 09:42Dear Wagieda,
We completely understand your frustration and sincerely acknowledge how upsetting it must be to still be facing the same issue after more than a month. Please rest assured that your complaint is being treated with the seriousness it deserves, and we deeply regret the delay and inconvenience caused.
We are actively following up with our finance management team to ensure this matter is addressed without any further delay. Additionally, we have re-escalated your request for a call to the relevant team, and we will continue to monitor the matter to ensure you are contacted as a matter of urgency.
Thank you once again for your patience and for giving us the opportunity to correct this. We are committed to ensuring a resolution that meets your expectations.
Best regards,
Marilize
MetroFibre Complaints & Escalations
We completely understand your frustration and sincerely acknowledge how upsetting it must be to still be facing the same issue after more than a month. Please rest assured that your complaint is being treated with the seriousness it deserves, and we deeply regret the delay and inconvenience caused.
We are actively following up with our finance management team to ensure this matter is addressed without any further delay. Additionally, we have re-escalated your request for a call to the relevant team, and we will continue to monitor the matter to ensure you are contacted as a matter of urgency.
Thank you once again for your patience and for giving us the opportunity to correct this. We are committed to ensuring a resolution that meets your expectations.
Best regards,
Marilize
MetroFibre Complaints & Escalations
MetroFibre Networx's reply27 Jun 2025, 09:42
Official
Dear Wagieda,
We completely understand your frustration and sincerely acknowledge how upsetting it must be to still be facing the same issue after more than a month. Please rest assured that your complaint is being treated with the seriousness it deserves, and we deeply regret the delay and inconvenience caused.
We are actively following up with our finance management team to ensure this matter is addressed without any further delay. Additionally, we have re-escalated your request for a call to the relevant team, and we will continue to monitor the matter to ensure you are contacted as a matter of urgency.
Thank you once again for your patience and for giving us the opportunity to correct this. We are committed to ensuring a resolution that meets your expectations.
Best regards,
Marilize
MetroFibre Complaints & Escalations
We completely understand your frustration and sincerely acknowledge how upsetting it must be to still be facing the same issue after more than a month. Please rest assured that your complaint is being treated with the seriousness it deserves, and we deeply regret the delay and inconvenience caused.
We are actively following up with our finance management team to ensure this matter is addressed without any further delay. Additionally, we have re-escalated your request for a call to the relevant team, and we will continue to monitor the matter to ensure you are contacted as a matter of urgency.
Thank you once again for your patience and for giving us the opportunity to correct this. We are committed to ensuring a resolution that meets your expectations.
Best regards,
Marilize
MetroFibre Complaints & Escalations
wL
wagieda L's updateReviewer Update
27 Jun 2025, 09:45 Marilize,
I emailed them back at 8:31am after receiving their email at 8:29 and still no call.
I emailed them back at 8:31am after receiving their email at 8:29 and still no call.
wL
wagieda L's update27 Jun 2025, 09:45
Reviewer Update
Marilize,
I emailed them back at 8:31am after receiving their email at 8:29 and still no call.
I emailed them back at 8:31am after receiving their email at 8:29 and still no call.
wL
wagieda L's updateReviewer Update
27 Jun 2025, 10:46 Marilize,
Thank you kindly for getting someone to contact me. This issue is not completely resolved but I am awaiting an email from Shannon or Charlene ( i am bad with names sorry) but she called me at 9:54 am today.
Thank you kindly for getting someone to contact me. This issue is not completely resolved but I am awaiting an email from Shannon or Charlene ( i am bad with names sorry) but she called me at 9:54 am today.
wL
wagieda L's update27 Jun 2025, 10:46
Reviewer Update
Marilize,
Thank you kindly for getting someone to contact me. This issue is not completely resolved but I am awaiting an email from Shannon or Charlene ( i am bad with names sorry) but she called me at 9:54 am today.
Thank you kindly for getting someone to contact me. This issue is not completely resolved but I am awaiting an email from Shannon or Charlene ( i am bad with names sorry) but she called me at 9:54 am today.
wL
wagieda L's updateReviewer Update
27 Jun 2025, 16:41 Marilize,
It is not 15:41pm and I have yet to receive the email from the lady that called and promised to email me. As I said that call was at 9:54 AM already.
It is not 15:41pm and I have yet to receive the email from the lady that called and promised to email me. As I said that call was at 9:54 AM already.
wL
wagieda L's update27 Jun 2025, 16:41
Reviewer Update
Marilize,
It is not 15:41pm and I have yet to receive the email from the lady that called and promised to email me. As I said that call was at 9:54 AM already.
It is not 15:41pm and I have yet to receive the email from the lady that called and promised to email me. As I said that call was at 9:54 AM already.
MetroFibre Networx's replyOfficial
27 Jun 2025, 16:49Good Day
We have followed up with the team and requested them to send you the e-mail.
Kind Regards,
Siboniso
MetroFibre Complaints and Escalations
We have followed up with the team and requested them to send you the e-mail.
Kind Regards,
Siboniso
MetroFibre Complaints and Escalations
MetroFibre Networx's reply27 Jun 2025, 16:49
Official
Good Day
We have followed up with the team and requested them to send you the e-mail.
Kind Regards,
Siboniso
MetroFibre Complaints and Escalations
We have followed up with the team and requested them to send you the e-mail.
Kind Regards,
Siboniso
MetroFibre Complaints and Escalations
wL
wagieda L's updateReviewer Update
30 Jun 2025, 11:16Morning,
I have NOT RECEIVED the email that me and that lady spoke about, as mentioned previously in my responses sent on 27 June at 10:46 am & 16:41 pm respectively, see below....
wagieda’s reply27 Jun 2025 at 10:46 Marilize,
Thank you kindly for getting someone to contact me. This issue is not completely resolved but I am awaiting an email from Shannon or Charlene ( i am bad with names sorry) but she called me at 9:54 am today.
wagieda’s reply27 Jun 2025 at 16:41 Marilize,
It is not 15:41pm and I have yet to receive the email from the lady that called and promised to email me. As I said that call was at 9:54 AM already.
The email I received on 27 June at 17:43 pm was also NOT what we discussed, and I have requested that Marilize calls me today so this can be resolved immediately before I get any sms messages to say my service will be suspended AGAIN due to the finance team NOT RECTIFYING my account more than a month ago as I am the one that called several times and each time I was promised that it will be escalated and resolved.
Can this get sorted TODAY. I am now done with having any patience as I have advised every single person that has called me from your office that I work from home and my daughter does online schooling and I require this internet to work daily.
I have NOT RECEIVED the email that me and that lady spoke about, as mentioned previously in my responses sent on 27 June at 10:46 am & 16:41 pm respectively, see below....
wagieda’s reply27 Jun 2025 at 10:46 Marilize,
Thank you kindly for getting someone to contact me. This issue is not completely resolved but I am awaiting an email from Shannon or Charlene ( i am bad with names sorry) but she called me at 9:54 am today.
wagieda’s reply27 Jun 2025 at 16:41 Marilize,
It is not 15:41pm and I have yet to receive the email from the lady that called and promised to email me. As I said that call was at 9:54 AM already.
The email I received on 27 June at 17:43 pm was also NOT what we discussed, and I have requested that Marilize calls me today so this can be resolved immediately before I get any sms messages to say my service will be suspended AGAIN due to the finance team NOT RECTIFYING my account more than a month ago as I am the one that called several times and each time I was promised that it will be escalated and resolved.
Can this get sorted TODAY. I am now done with having any patience as I have advised every single person that has called me from your office that I work from home and my daughter does online schooling and I require this internet to work daily.
wL
wagieda L's update30 Jun 2025, 11:16
Reviewer Update
Morning,
I have NOT RECEIVED the email that me and that lady spoke about, as mentioned previously in my responses sent on 27 June at 10:46 am & 16:41 pm respectively, see below....
wagieda’s reply27 Jun 2025 at 10:46 Marilize,
Thank you kindly for getting someone to contact me. This issue is not completely resolved but I am awaiting an email from Shannon or Charlene ( i am bad with names sorry) but she called me at 9:54 am today.
wagieda’s reply27 Jun 2025 at 16:41 Marilize,
It is not 15:41pm and I have yet to receive the email from the lady that called and promised to email me. As I said that call was at 9:54 AM already.
The email I received on 27 June at 17:43 pm was also NOT what we discussed, and I have requested that Marilize calls me today so this can be resolved immediately before I get any sms messages to say my service will be suspended AGAIN due to the finance team NOT RECTIFYING my account more than a month ago as I am the one that called several times and each time I was promised that it will be escalated and resolved.
Can this get sorted TODAY. I am now done with having any patience as I have advised every single person that has called me from your office that I work from home and my daughter does online schooling and I require this internet to work daily.
I have NOT RECEIVED the email that me and that lady spoke about, as mentioned previously in my responses sent on 27 June at 10:46 am & 16:41 pm respectively, see below....
wagieda’s reply27 Jun 2025 at 10:46 Marilize,
Thank you kindly for getting someone to contact me. This issue is not completely resolved but I am awaiting an email from Shannon or Charlene ( i am bad with names sorry) but she called me at 9:54 am today.
wagieda’s reply27 Jun 2025 at 16:41 Marilize,
It is not 15:41pm and I have yet to receive the email from the lady that called and promised to email me. As I said that call was at 9:54 AM already.
The email I received on 27 June at 17:43 pm was also NOT what we discussed, and I have requested that Marilize calls me today so this can be resolved immediately before I get any sms messages to say my service will be suspended AGAIN due to the finance team NOT RECTIFYING my account more than a month ago as I am the one that called several times and each time I was promised that it will be escalated and resolved.
Can this get sorted TODAY. I am now done with having any patience as I have advised every single person that has called me from your office that I work from home and my daughter does online schooling and I require this internet to work daily.
wL
wagieda L's updateReviewer Update
30 Jun 2025, 14:17SO, I JUST RECEIVED THE SMS TO SAY MY SERVICE IS SUSPENDED DUE TO NON-PAYMENT....WHY AM I RECEIVING THIS SMS?????????
wL
wagieda L's update30 Jun 2025, 14:17
Reviewer Update
SO, I JUST RECEIVED THE SMS TO SAY MY SERVICE IS SUSPENDED DUE TO NON-PAYMENT....WHY AM I RECEIVING THIS SMS?????????
MetroFibre Networx's replyOfficial
01 Jul 2025, 11:39Hi Wagieda
Thank you so much for confirming that your connection has been restored, we're truly glad we could assist you.
We completely understand your concerns and share your hope that the issue won’t recur. Should you ever need support in the future, please don’t hesitate to reach out.
We’re always here to help and remain committed to providing the quality service you deserve.
Kind regards,
Phindile
Customer Complaints & Escalations
Metrofibre Networx
Thank you so much for confirming that your connection has been restored, we're truly glad we could assist you.
We completely understand your concerns and share your hope that the issue won’t recur. Should you ever need support in the future, please don’t hesitate to reach out.
We’re always here to help and remain committed to providing the quality service you deserve.
Kind regards,
Phindile
Customer Complaints & Escalations
Metrofibre Networx
MetroFibre Networx's reply01 Jul 2025, 11:39
Official
Hi Wagieda
Thank you so much for confirming that your connection has been restored, we're truly glad we could assist you.
We completely understand your concerns and share your hope that the issue won’t recur. Should you ever need support in the future, please don’t hesitate to reach out.
We’re always here to help and remain committed to providing the quality service you deserve.
Kind regards,
Phindile
Customer Complaints & Escalations
Metrofibre Networx
Thank you so much for confirming that your connection has been restored, we're truly glad we could assist you.
We completely understand your concerns and share your hope that the issue won’t recur. Should you ever need support in the future, please don’t hesitate to reach out.
We’re always here to help and remain committed to providing the quality service you deserve.
Kind regards,
Phindile
Customer Complaints & Escalations
Metrofibre Networx