Excellent individual service from Henton but overall the systems in place don’t work whether WhatsApp, online, or via phone and the AI

Dear Paul

Thank you for sharing your feedback with us.

We acknowledge your positive feedback regarding the individual service you received from our manager, Henton. At the same time, we fully understand your concerns regarding the overall experience with our support channels, including WhatsApp, online support, telephone assistance, and the AI service.

We recognize how frustrating it must be to try multiple channels without receiving the assistance or escalation you require. Your feedback is valuable, and we would like to understand where we fell short and what we can do to improve your experience.

We have tried contacting you on the number provided, ***, but unfortunately without success. The call rings twice before going directly to voicemail, which may indicate that our number has been blocked.

Could you kindly provide us with an alternative contact number and a suitable time to reach you? We will then arrange a call back to discuss your concerns and see how we can assist you further.

We value your feedback and appreciate the opportunity to address your concerns.

Kind regards,
Sibonisile
MetroFibre Complaints & Escalations