1 reviews | Active since Mar 2019
DOUBLE CHARGED!!!!
DOUBLE CHARGED!!!! Metrofibre sent me my 1st invoice for my WIFI on email requesting that I make payment but because I had already put down my debit order details when signing up for the service, I PROACTIVELY called them to confirm whether I should continue with the manual payment or if it would charged via debit order. The consultant I spoke to confirmed that I should make the manual payment as it is the 1st invoice and includes the activation fee and that the debit order schedule will be effective from the next invoice. I continued to make payment via the link only to be debited with the same invoice amount a few days later. I am now told that my account is in credit and I will have to wait 30 DAYS to receive my refund from them. This is absolutely ridiculous as I have specifically acted on their instruction to make the manual payment. and I am now left out of pocket because of their incompetence!!! I have called numerous times with empty promises of escalations. This is appalling especially considering that it was a mission to even get the service up and running in our home!!!
We sincerely apologise for the inconvenience and frustration caused by the double charge on your account, as well as the delay in resolving your refund query. We understand how upsetting this experience has been, especially given the proactive steps you took to ensure proper payment based on our guidance.
Please rest assured that we have escalated your query to our Finance team with urgency and are actively working to expedite the refund process. We will do our best to resolve this matter as quickly as possible.
Your feedback regarding this situation has been noted and will be used to improve our processes to prevent such issues in the future. We value your patience and understanding during this time and apologise again for any inconvenience caused.
If you have any further concerns or need updates on the progress of your query, please do not hesitate to reach out.
Kind Regards,
Siboniso
MetroFibre Complaints and Escalations
We sincerely apologise for the inconvenience and frustration caused by the double charge on your account, as well as the delay in resolving your refund query. We understand how upsetting this experience has been, especially given the proactive steps you took to ensure proper payment based on our guidance.
Please rest assured that we have escalated your query to our Finance team with urgency and are actively working to expedite the refund process. We will do our best to resolve this matter as quickly as possible.
Your feedback regarding this situation has been noted and will be used to improve our processes to prevent such issues in the future. We value your patience and understanding during this time and apologise again for any inconvenience caused.
If you have any further concerns or need updates on the progress of your query, please do not hesitate to reach out.
Kind Regards,
Siboniso
MetroFibre Complaints and Escalations