1 reviews | Active since Jul 2015
Formal Complaint Regarding Incorrect Hand-Over and Threatening Collection Notice
To Whom It May Concern,
I am writing to formally express my dissatisfaction and frustration regarding the handling of my MetroFibre account.
In 2025, I contacted your company to notify you that I was relocating, as any responsible customer would do. During that communication, I was informed that the complex I was moving to used Vumatel infrastructure and that I would therefore need to move to another provider if I wished to continue receiving internet services. I was further advised that MetroFibre could not continue servicing the new address directly.
Following your instructions, I signed up with another provider and have consistently paid my account every single month without fail. During my conversation with your consultant at the time, I was clearly assured that I would not be liable for any additional charges or penalties because the inability to continue with MetroFibre services was not due to any fault of my own.
Unfortunately, my phone crashed and I lost access to my previous emails. However, I requested that your company review the call recordings, which will confirm exactly what was communicated to me.
To my absolute shock and disappointment, I have now received the following threatening message:
“NZ Gcabashe, your MetroFibre acc has been handed over to Hahn Collections with O/B R1058.00 for collection.”
I do not agree with this hand-over whatsoever.
Had your company handled this matter correctly from the beginning and properly updated or closed my account as promised, we would not be in this situation today. Furthermore, my banking details and debit arrangements have always remained the same. If I genuinely owed MetroFibre money, why was no debit order processed or any proper communication sent before escalating the matter to debt collection?
This situation is unacceptable and highly damaging to my name and credit profile. I demand that MetroFibre immediately:
1. Remove my account from Hahn Collections; 2. Reverse any negative listing or reporting made against my name; 3. Investigate the original call recordings and correspondence; 4. Provide me with written confirmation that this matter has been resolved.
I expect this matter to be treated with urgency. Your internal administrative failures should not negatively impact my credit record or reputation as a paying customer.
I await your urgent response.
Kind regards,
NZ Gcabashe
Thank you for bringing this matter to our attention.
I understand how concerning and frustrating it must be to receive a collection notice after you had previously advised of your relocation and followed the guidance provided regarding the change in service provider.
Your concerns regarding the handover to Hahn Collections, the lack of communication before escalation, and the potential impact on your credit profile have been noted. The matter has been escalated for urgent investigation, including a review of the account history and relevant call recordings.
Further feedback and confirmation of the outcome will be provided as soon as the investigation has been completed.
Kind regards,
Sibonisile
MetroFibre Complaints & Escalations
Thank you for bringing this matter to our attention.
I understand how concerning and frustrating it must be to receive a collection notice after you had previously advised of your relocation and followed the guidance provided regarding the change in service provider.
Your concerns regarding the handover to Hahn Collections, the lack of communication before escalation, and the potential impact on your credit profile have been noted. The matter has been escalated for urgent investigation, including a review of the account history and relevant call recordings.
Further feedback and confirmation of the outcome will be provided as soon as the investigation has been completed.
Kind regards,
Sibonisile
MetroFibre Complaints & Escalations
I am currently still using your services through Metro Go under Vumatel. The only change made on my account was my residential address; none of my other details have changed.
If there was truly an outstanding amount owed on my account, I would like to understand why I was never contacted directly by MetroFibre until now. I had notified your office about my relocation, and I was specifically informed that the cancellation fee would not apply since I would continue using your services under Metro Go. Furthermore, your direct service was not available as an option at my new address, otherwise I would have gladly continued with it.
The consultant who assisted me clearly assured me that I would not be charged. It is therefore extremely concerning that I am now receiving threats that my account has been handed over.
Please clarify exactly what I am being handed over for. I kindly request that you review the call recordings linked to my profile to verify the information provided to me by your consultant.
In the meantime, please remove my name from the handover list while this matter is being investigated and resolved.
I am currently still using your services through Metro Go under Vumatel. The only change made on my account was my residential address; none of my other details have changed.
If there was truly an outstanding amount owed on my account, I would like to understand why I was never contacted directly by MetroFibre until now. I had notified your office about my relocation, and I was specifically informed that the cancellation fee would not apply since I would continue using your services under Metro Go. Furthermore, your direct service was not available as an option at my new address, otherwise I would have gladly continued with it.
The consultant who assisted me clearly assured me that I would not be charged. It is therefore extremely concerning that I am now receiving threats that my account has been handed over.
Please clarify exactly what I am being handed over for. I kindly request that you review the call recordings linked to my profile to verify the information provided to me by your consultant.
In the meantime, please remove my name from the handover list while this matter is being investigated and resolved.