SZ
Siphesihle Z
1 reviews | Active since Feb 2022
09 Feb 2024, 19:00
Extremely bad service and no sympathy
I am utterly appaled by my overall experience. When I signed up late Nov 2023, it took over 2 weeks for them to come and install. That was also after numerous calls and emails requesting their service. When I had requested that they cancel the service, they jumped on their feet and got people to install. I was then billed for Dec and Jan and paid diligently via EFT on the 25th Jan. After that, they debited my account with the same amount. They informed me that it'll take 10 business days for refund to reflect. I called this week and they assured me that money will reflect on the 9th Feb. Waited whole day. Called whole day with no resolution. When I check my emails, they have now debited me for Feb premium without refunding me what was due. They committed to calling me back to resolve but did not. Now I am informed that the Finance dept will only be in on Monday, 12 Feb. And still I am here, unrefunded and broke.
Helpful (0)
Replies (3)0
Replies (3)
MetroFibre Networx's replyOfficial
12 Feb 2024, 12:18 Dear Siphesihle
I sincerely apologize for the inconvenience and frustration you have experienced with our service. Your feedback is valuable to us, and we are committed to resolving this matter promptly.
I have escalated your concerns to our finance management team for urgent assistance. They will provide you with a detailed statement reflecting the costs on your account from inception to date and clarify any discrepancies in the statement.
I understand the urgency of your situation and assure you that we are actively working to rectify the billing error and process your refund as soon as possible. We deeply regret any inconvenience this has caused you.
Please rest assured that we are taking this matter seriously, and we will do everything in our power to resolve it to your satisfaction. Thank you for bringing this to our attention, and we appreciate your patience and understanding as we work to address your concerns.
Sincerely,
Marilize
MetroFibre Complaints
I sincerely apologize for the inconvenience and frustration you have experienced with our service. Your feedback is valuable to us, and we are committed to resolving this matter promptly.
I have escalated your concerns to our finance management team for urgent assistance. They will provide you with a detailed statement reflecting the costs on your account from inception to date and clarify any discrepancies in the statement.
I understand the urgency of your situation and assure you that we are actively working to rectify the billing error and process your refund as soon as possible. We deeply regret any inconvenience this has caused you.
Please rest assured that we are taking this matter seriously, and we will do everything in our power to resolve it to your satisfaction. Thank you for bringing this to our attention, and we appreciate your patience and understanding as we work to address your concerns.
Sincerely,
Marilize
MetroFibre Complaints
MetroFibre Networx's reply12 Feb 2024, 12:18
Official
Dear Siphesihle
I sincerely apologize for the inconvenience and frustration you have experienced with our service. Your feedback is valuable to us, and we are committed to resolving this matter promptly.
I have escalated your concerns to our finance management team for urgent assistance. They will provide you with a detailed statement reflecting the costs on your account from inception to date and clarify any discrepancies in the statement.
I understand the urgency of your situation and assure you that we are actively working to rectify the billing error and process your refund as soon as possible. We deeply regret any inconvenience this has caused you.
Please rest assured that we are taking this matter seriously, and we will do everything in our power to resolve it to your satisfaction. Thank you for bringing this to our attention, and we appreciate your patience and understanding as we work to address your concerns.
Sincerely,
Marilize
MetroFibre Complaints
I sincerely apologize for the inconvenience and frustration you have experienced with our service. Your feedback is valuable to us, and we are committed to resolving this matter promptly.
I have escalated your concerns to our finance management team for urgent assistance. They will provide you with a detailed statement reflecting the costs on your account from inception to date and clarify any discrepancies in the statement.
I understand the urgency of your situation and assure you that we are actively working to rectify the billing error and process your refund as soon as possible. We deeply regret any inconvenience this has caused you.
Please rest assured that we are taking this matter seriously, and we will do everything in our power to resolve it to your satisfaction. Thank you for bringing this to our attention, and we appreciate your patience and understanding as we work to address your concerns.
Sincerely,
Marilize
MetroFibre Complaints
SZ
Siphesihle Z's updateReviewer Update
12 Feb 2024, 17:28Thank you for the above but still - I am even more angry than i was and have lost credibility with all the people i owe. I am unsure what interventions you put in place with the company, but today around 16h00, I was emailed that i should expect my refund between 10 and 14 working days. They asked for my account details, again when I had issued it to them initially. I am in no position to wait another 2 weeks and have them disappoint, as they have. There is a lady called Marelize/ Mariete, from Accounts. She has been no help and operates like a robot - says the same thing over and over with no resolution. Says she is understanding and all and previously stated that she would escalate to her management (who have not returned to me at all.) When I query the latest feedback, she tells me i have to wait, there is nothing she can do. Says she will transfer my call to her manager, and if they do not answer, then they do not answer. And just like that, she transferred the call and the call was then cancelled by them. I have already adhered to the timelines they advised regarding refunds, but now they have done me a disservice and not stuck to their end of the bargain.
SZ
Siphesihle Z's update12 Feb 2024, 17:28
Reviewer Update
Thank you for the above but still - I am even more angry than i was and have lost credibility with all the people i owe. I am unsure what interventions you put in place with the company, but today around 16h00, I was emailed that i should expect my refund between 10 and 14 working days. They asked for my account details, again when I had issued it to them initially. I am in no position to wait another 2 weeks and have them disappoint, as they have. There is a lady called Marelize/ Mariete, from Accounts. She has been no help and operates like a robot - says the same thing over and over with no resolution. Says she is understanding and all and previously stated that she would escalate to her management (who have not returned to me at all.) When I query the latest feedback, she tells me i have to wait, there is nothing she can do. Says she will transfer my call to her manager, and if they do not answer, then they do not answer. And just like that, she transferred the call and the call was then cancelled by them. I have already adhered to the timelines they advised regarding refunds, but now they have done me a disservice and not stuck to their end of the bargain.
SZ
Siphesihle Z's updateReviewer Update
13 Feb 2024, 14:12Good day
That is the problem. I logged that ticket on 26 Jan and waited for that 2 week period already! Why do I have to wait for another 2 weeks???
That is the problem. I logged that ticket on 26 Jan and waited for that 2 week period already! Why do I have to wait for another 2 weeks???
SZ
Siphesihle Z's update13 Feb 2024, 14:12
Reviewer Update
Good day
That is the problem. I logged that ticket on 26 Jan and waited for that 2 week period already! Why do I have to wait for another 2 weeks???
That is the problem. I logged that ticket on 26 Jan and waited for that 2 week period already! Why do I have to wait for another 2 weeks???