1 reviews | Active since Apr 2022
Finally done with Metrofibre, never again
Never again and I’m glad I won’t be dealing them anymore. They send me an account every month saying I’m owing 8/9 months of payment. And every month I have to send them months of proof of payments and ask them to reconnect my fibre.
In January they reconnected my fibre line and advised they would update their records with the proof of payment. In February they disconnected my fibre again saying I’m owing 8/9 months. Again I send them my proof of payment, I send them 3 months POP and my bank statements for the older months. As I can only download proof of payment for about 3 months and not for older payments.
The person emailing doesn’t even bother looking at the statements, considering how quickly she responded. She advised she can’t accept bank statements. Mind you the payments are on the statements with their reference.
So eventually I gave up and took on fibre with another company. Now they have the nerve to have someone else call me after almost two weeks to ask me when I can settle my account so they can lift my suspension.
I asked if the accounts department sent her all the proof of payment I provided, she said no😂😭. Now I only realise it, that from day one the whole thing was such a joke and don’t know how I had so much patience for it. From the faults, unanswered phones, unreturned calls, accounts not updated. Employees telling u outright that nothing can be done if the accounts department doesn’t answer phones.
After all the issues experienced with Metrofibre, i finally took service with Urban x. Installation done in two days👀, calls are answered. I haven’t had a fault the entire week. Refreshing indeed
We're truly sorry to hear about your frustrating experience with our service. Your feedback is important to us, and we sincerely apologize for any inconvenience or confusion caused.
We understand the frustration of receiving repeated invoices despite providing proof of payment. It's not the experience we aim to provide, and we appreciate your patience in attempting to resolve this matter.
Upon reviewing your account, we acknowledge that there were challenges in updating your payment records despite your efforts to provide proof of payment. This is certainly not the level of service we strive to deliver, and we apologize for any inconvenience caused by this oversight.
Please know that we have escalated your concerns to our accounts department to ensure that your payment records are accurately updated. We will also investigate the issues with our communication and fault resolution processes to prevent similar incidents in the future.
While we regret that we were unable to resolve your concerns in a timely manner, we're glad to hear that you have found a satisfactory solution with Urban x. We appreciate your patience and understanding throughout this process.
Should you have any further questions or concerns, please don't hesitate to reach out to us directly. We value your feedback and will use it to improve our services.
Thank you for bringing this matter to our attention.
Kind Regards
Marilize
MetroFibre Complaints
We're truly sorry to hear about your frustrating experience with our service. Your feedback is important to us, and we sincerely apologize for any inconvenience or confusion caused.
We understand the frustration of receiving repeated invoices despite providing proof of payment. It's not the experience we aim to provide, and we appreciate your patience in attempting to resolve this matter.
Upon reviewing your account, we acknowledge that there were challenges in updating your payment records despite your efforts to provide proof of payment. This is certainly not the level of service we strive to deliver, and we apologize for any inconvenience caused by this oversight.
Please know that we have escalated your concerns to our accounts department to ensure that your payment records are accurately updated. We will also investigate the issues with our communication and fault resolution processes to prevent similar incidents in the future.
While we regret that we were unable to resolve your concerns in a timely manner, we're glad to hear that you have found a satisfactory solution with Urban x. We appreciate your patience and understanding throughout this process.
Should you have any further questions or concerns, please don't hesitate to reach out to us directly. We value your feedback and will use it to improve our services.
Thank you for bringing this matter to our attention.
Kind Regards
Marilize
MetroFibre Complaints