*****/entrapment/deceit

Good day,

Due to the fact that I was not 100% happy with my current fibre speed of 10MB, I looked into the options available to up my speed. After inputting my address on the Vodacom website, it showed that a 25MB line is available in my area. I currently have a 10 MB line @R649 month to month with Vodacom. A 25MB line for R806 month to month is advertised on the Vodacom website through Metrofibre.

The next day I contacted Vodacom to enquire about the 25MB line. They said they only have a 20MB line for R899 after which I explained to the sales consultant exactly what I had found, and that I wanted the 25MB line for R806 through Metrofibre, advertised on the Vodacom website. He told me that I could not migrate from Vodacom to Metrofibre and that I would need to cancel and apply for the Metrofibre line. I contacted Vodacom and cancelled my contract and paid the penalty

The next day Metrofibre showed up at my home advising me of the FREE termination point they were here to install. I informed them that I did not yet confirm installation with Metrofibre and that I wanted to first check that everything was sorted out with my Vodacom cancellation before allowing Metrofibre to install. Metrofibre assured me that they were only here to install a FREE termination point. Nothing else, and so I agreed to the installation.

The next week (28th of September 2020) I received an email from Metrofibre saying that my account has been activated. I immediately called Metrofibre and told them that I hadn’t ordered a line with Metrofibre. I ordered a Metrofibre line with Vodacom still being my ISP. I spoke to Charlene W in sales at Metrofibre and explained what had happened and she then referred me to the cancellation department. After speaking to a few people, I finally got a letter from Metrofibre confirming that my account has been cancelled with R0 penalties and nothing to be paid. The next day I got an invoice from Metrofibre for R625.67 followed by a statement for R1336.63. I then sent the cancellation letter to the finance department and explained the problem but nobody at Metrofibre can sort this out.

I have held on and been transferred from one department to the next. I have tried everything and if this isn’t sorted out today, I will take the matter further.