Disgusting service

Very unhappy customer.

Erroneously paid additional monies into my metrofibre account, called the same day to advise and to request a refund of which I was advised to wait until the monies reflected however to send an email in the interim with the required documents which was done by 22nd December 2023.

No correspondence electronically nor telephonically

Followed up 2 January 2024, confirmation email received that the refund will be processed within 10 business days just to find out that the required documents is not correct today, 10 January 2024....however this contradicts the confirmation email of the refund.

If the documents were not correct, the consultant whom confirmed receipt and sent the email should have advised there and then not created the impression that all is in order. Furthemore the monies are paid from my account monthly and not subject to a debit order from the account holder.

The account is in my husbands name however gave permission to handle the matter with myself and as I have been making the payments on the account ever since commencement of the contract, however advised sorry they only deal with the account holder....

Now with this delayed and poor service from Metrofibre we will have to wait another 10 WORKING days although I have made arrangements with the institution whom the monies should have been paid to in accordance with the confirmation letter.

My due date is 15 January from the relevant confirmation to pay my institution and now i have to wait for one person to call me when ever he or she thinks it is time to call as no one else can assist.

This is discusting and expect my monies to be refunded by this comming friday 12 January 2024 in order to make my commitment with my institution