Formal Complaint – Poor Service and Unjust Account Suspension

Subject: Formal Complaint – Poor Service and Unjust Account Suspension

I am writing to formally report extremely poor service received from MetroFibre.

I moved out of my previous residence at the end of January 2026. Despite relocating, I continued paying for my February 2026 internet service to allow the new tenants sufficient time to arrange their own connection.

On 4 March 2026, I submitted a change of address request with the expectation that my internet service would be active at my new address by 31 March 2026. However, the new tenants at my previous address arranged their own MetroFibre service by the end of February, and MetroFibre removed my router and ONT and reassigned new equipment to them.

From that point onward, I made multiple attempts to contact MetroFibre to have my service installed at my new address, but received no effective assistance or communication.

Only on 2 April 2026 was installation finally completed at my new address. Shortly thereafter, I received notification that my account had been suspended due to non-payment. I did not make payment for March because no service was provided during that period. I did, however, make payment on 1 April 2026 for April services.

Despite this, my account was again suspended on 21 April 2026 without any prior communication or explanation. Additionally, my invoices have still not been updated to reflect my new address, despite my request submitted on 4 March 2026.

At no point has anyone from MetroFibre contacted me to resolve this matter.

This situation is unacceptable. I have been billed and penalized for services not rendered, experienced significant delays in installation, and received no customer support.

I request the following:

* Immediate reinstatement of my service * Correction of my billing to reflect only periods where service was actually provided * Updating of my account and invoices to reflect my correct new address * Clear communication regarding my account status * Compensation or credit for the extended downtime and inconvenience caused

If this matter is not resolved urgently, I will escalate it further.

Regards, Mrs S. Engelbrecht ***