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TK
Thomas K

1 reviews | Active since Jan 2014

30 Jul 2025, 12:20

Dispute of Outstanding Balance and Account Flagging – *** / Ticket 485051

Dear Marilize and MetroFibre Complaints Team,

I am writing in reference to the recent message I received regarding an alleged outstanding balance of R995.96 on my MetroFibre account (***), and the threat of flagging my credit record.

I must express my deep disappointment and frustration. After enduring over a month of miscommunication, delays, and inadequate service from MetroFibre, I was informed on 11 November 2024 that my order was successfully terminated as requested. No mention was made at that time of any outstanding balance or billing concerns.

It is therefore unacceptable that I am now being harassed with payment demands and threats to my credit profile, especially when this entire situation stems from your internal handling errors. I request the following immediately:

1. **A full breakdown of the amount claimed (R995.96),** including service dates and how this charge was incurred. 2. **Clarification on how this amount was allowed to accumulate** after my order was terminated. 3. **Confirmation in writing that my account will not be flagged or reported to credit bureaus** while this dispute is ongoing. 4. **Written closure of this matter** if the charge is found to be erroneous or unjustified.

Until such time as this is resolved, I will not be making any payment. I expect a response within 3 business days to avoid further escalation on my end, including lodging a formal complaint with ICASA or the Credit Ombud if necessary.

Regards, Thomas

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Replies (4)
MetroFibre Networx
MetroFibre Networx's reply30 Jul 2025, 12:48
Official
Dear Thomas Kuduck

Thank you for reaching out and bringing this matter to our attention.

Your query has been escalated to our Finance Department for urgent investigation and assistance. We will ensure that your account is reviewed thoroughly and that you receive the necessary feedback.

We will provide you with an update as soon as we receive feedback from the relevant team.

Thank you for your patience.

Kind Regards,
Siboniso
MetroFibre Complaints and Escalations
TK
Thomas K's update30 Jul 2025, 12:55
Reviewer Update
Dear Siboniso,

Thank you for your response and for escalating the matter to your Finance Department.
Given the severity of this issue—specifically the threat to my credit record over a disputed charge—I would appreciate an expedited resolution. I kindly request that your team prioritise this matter and provide a detailed update within 48 hours, as continued delays are unacceptable.
As previously stated, I require:

  1. A full breakdown of the R995.96 charge.
  2. Clarification on why this amount was billed after my order termination.
  3. Assurance that no negative reporting has been or will be made to any credit bureau while this dispute remains unresolved.

Please treat this as urgent, and ensure I am kept in the loop with all developments. Kind regards,
Thomas Kuduck
MetroFibre Networx
MetroFibre Networx's reply30 Jul 2025, 21:58
Official
Dear Thomas

Kindly see the e-mail sent to you by our Finance department.

Please respond on the e-mail itself if you still have a query against it.

Kind Regards,
Siboniso
MetroFibre Complaints and Escalations
TK
Thomas K's update31 Jul 2025, 07:51
Reviewer Update
Dear Siboniso,

Thank you for your response.
However, I must firmly state that no email has been received from your Finance department—this is not the first time I’ve been told communication was sent when in fact, nothing was delivered. This ongoing pattern of misinformation and delay is unacceptable, especially given the seriousness of the matter at hand.
Please confirm:

• The exact date, time, and address the alleged email was sent from,
• And forward me a copy immediately.

Until I receive a proper, documented response to my queries, this matter remains unresolved. I expect full transparency and prompt action without further deflection.
Kind regards,

Thomas Kuduck