cM
cindy M
1 reviews | Active since Aug 2010
26 Nov 2025, 21:17
Fibre incorrectly disconnected twice in a month
I made a payment on 1st November and sent the proof of payment on 5th November. The finance department somehow missed my 7 emails of the proof of payment and disconnected the fibre on 18th November. The proof of payment was sent again on 18th November and I was reconnected on 19th November, afternoon. Fast forward to the 26 November and the fibre is disconnected again, stating my account is overdue even after the finance department confirmed the payment was received and payment were incorrectly allocated to my old account on the 20 November. Clearly the finance department is having issues with reading emails and actioning requests that involve a correction journal to be done by moving the payment from one account to the another. And if this is the case, I am available as a credit controller to action such a request that doesn’t require a whole month to act on.
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Replies (4)0
Replies (4)
MetroFibre Networx's replyOfficial
26 Nov 2025, 21:21Dear Cindy Mookena
Thank you for bringing this matter to our attention and providing all the necessary details.
We understand the frustration caused by the repeated disconnections and the misallocation of your payment. Your case has been escalated to the relevant department to ensure that the payments are correctly app**** and that your service is stabilized without further interruptions.
Our team will prioritize resolving this issue, and we will keep you updated on the progress until it is fully resolved. Your patience and cooperation are greatly appreciated.
Kind regards,
Sibonisile
MetroFibre Complaints & Escalations
Thank you for bringing this matter to our attention and providing all the necessary details.
We understand the frustration caused by the repeated disconnections and the misallocation of your payment. Your case has been escalated to the relevant department to ensure that the payments are correctly app**** and that your service is stabilized without further interruptions.
Our team will prioritize resolving this issue, and we will keep you updated on the progress until it is fully resolved. Your patience and cooperation are greatly appreciated.
Kind regards,
Sibonisile
MetroFibre Complaints & Escalations
MetroFibre Networx's reply26 Nov 2025, 21:21
Official
Dear Cindy Mookena
Thank you for bringing this matter to our attention and providing all the necessary details.
We understand the frustration caused by the repeated disconnections and the misallocation of your payment. Your case has been escalated to the relevant department to ensure that the payments are correctly app**** and that your service is stabilized without further interruptions.
Our team will prioritize resolving this issue, and we will keep you updated on the progress until it is fully resolved. Your patience and cooperation are greatly appreciated.
Kind regards,
Sibonisile
MetroFibre Complaints & Escalations
Thank you for bringing this matter to our attention and providing all the necessary details.
We understand the frustration caused by the repeated disconnections and the misallocation of your payment. Your case has been escalated to the relevant department to ensure that the payments are correctly app**** and that your service is stabilized without further interruptions.
Our team will prioritize resolving this issue, and we will keep you updated on the progress until it is fully resolved. Your patience and cooperation are greatly appreciated.
Kind regards,
Sibonisile
MetroFibre Complaints & Escalations
cM
cindy M's updateReviewer Update
27 Nov 2025, 04:54Good day
Please note, my services have not been restored.
How hard is it to allocate a payment that was received on 1st November 2025. My query has been escalated to finance more than 5 times in the past month. Does this department even exist?? I have sent over 15 emails to the finance and operations department yet restoring my services is proving to be the hardest thing since the discovery of fibre at this point.
Please note, my services have not been restored.
How hard is it to allocate a payment that was received on 1st November 2025. My query has been escalated to finance more than 5 times in the past month. Does this department even exist?? I have sent over 15 emails to the finance and operations department yet restoring my services is proving to be the hardest thing since the discovery of fibre at this point.
cM
cindy M's update27 Nov 2025, 04:54
Reviewer Update
Good day
Please note, my services have not been restored.
How hard is it to allocate a payment that was received on 1st November 2025. My query has been escalated to finance more than 5 times in the past month. Does this department even exist?? I have sent over 15 emails to the finance and operations department yet restoring my services is proving to be the hardest thing since the discovery of fibre at this point.
Please note, my services have not been restored.
How hard is it to allocate a payment that was received on 1st November 2025. My query has been escalated to finance more than 5 times in the past month. Does this department even exist?? I have sent over 15 emails to the finance and operations department yet restoring my services is proving to be the hardest thing since the discovery of fibre at this point.
cM
cindy M's updateReviewer Update
27 Nov 2025, 11:04Good day, I’m still waiting on my services to be reconnected.
Does the operations and finance department even exist at this point?
Does the operations and finance department even exist at this point?
cM
cindy M's update27 Nov 2025, 11:04
Reviewer Update
Good day, I’m still waiting on my services to be reconnected.
Does the operations and finance department even exist at this point?
Does the operations and finance department even exist at this point?
MetroFibre Networx's replyOfficial
27 Nov 2025, 12:01Dear Cindy,
We would like to assure you that your payment reallocation request has been raised with our Finance Management Team, and we are actively following up to ensure that your service is restored without further delay. We will be in touch to provide feedback as soon as our Finance Team has reverted.
We appreciate your patience and understanding as we work to resolve this matter.
Best regards,
Marilize
MetroFibre Complaints & Escalations
We would like to assure you that your payment reallocation request has been raised with our Finance Management Team, and we are actively following up to ensure that your service is restored without further delay. We will be in touch to provide feedback as soon as our Finance Team has reverted.
We appreciate your patience and understanding as we work to resolve this matter.
Best regards,
Marilize
MetroFibre Complaints & Escalations
MetroFibre Networx's reply27 Nov 2025, 12:01
Official
Dear Cindy,
We would like to assure you that your payment reallocation request has been raised with our Finance Management Team, and we are actively following up to ensure that your service is restored without further delay. We will be in touch to provide feedback as soon as our Finance Team has reverted.
We appreciate your patience and understanding as we work to resolve this matter.
Best regards,
Marilize
MetroFibre Complaints & Escalations
We would like to assure you that your payment reallocation request has been raised with our Finance Management Team, and we are actively following up to ensure that your service is restored without further delay. We will be in touch to provide feedback as soon as our Finance Team has reverted.
We appreciate your patience and understanding as we work to resolve this matter.
Best regards,
Marilize
MetroFibre Complaints & Escalations