CH
Caro H
1 reviews | Active since Sept 2014
21 Nov 2024, 15:31
Frustrating dealing with Metro Fibre
This is my second bad review for Metro Fibre, I left a review saying I 've been trying to cancel my service from Sep 2024, Metro Fibre contacted me to say it is all sorted, the service is paid in advance, so I am up to date and that the service will now be cancelled. Today I receive an Email from Metro Fibre Finance to say I still own for October 2024. [FTTH Finance] Re: Fwd: CAR2176: Statement Metro Fibre - Ticket 477837
---------- Forwarded message --------- From: MetroFibre FTTH Finance <***> Date: Thu, Nov 21, 2024 at 1:32 PM Subject: [FTTH Finance] Re: Fwd: CAR2176: Statement Metro Fibre - Ticket 477837 To: Caro Human
Good day Kindly note that your fibre internet service is prepaid, which means that your monthly invoice needs to be paid in advance for the month ahead. The MetroFibre Finance Team
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Replies (3)0
Replies (3)
MetroFibre Networx's replyOfficial
21 Nov 2024, 16:10Good Day, Ms. Human,
Thank you for reaching out and bringing this matter to our attention. We sincerely apologize for the frustration and confusion you’ve experienced with your cancellation request and billing issue.
We understand that this has been an ongoing issue for you since September, and we are truly sorry for the miscommunication and the inconvenience caused by receiving the billing email despite previous confirmation that your service would be canceled. This is certainly not the experience we want for our customers.
To address this matter, we are escalating your issue to our Accounts team for further review and immediate assistance. We will ensure that they look into your cancellation request, verify the payment status, and resolve any discrepancies. You will receive an update from us as soon as this is reviewed and actioned.
We appreciate your patience and understanding as we work to resolve this as quickly as possible. If you have any further questions or concerns, please don't hesitate to reach out.
Kind Regards
Sibonisile
MetroFibre Complaints and Escalations
Thank you for reaching out and bringing this matter to our attention. We sincerely apologize for the frustration and confusion you’ve experienced with your cancellation request and billing issue.
We understand that this has been an ongoing issue for you since September, and we are truly sorry for the miscommunication and the inconvenience caused by receiving the billing email despite previous confirmation that your service would be canceled. This is certainly not the experience we want for our customers.
To address this matter, we are escalating your issue to our Accounts team for further review and immediate assistance. We will ensure that they look into your cancellation request, verify the payment status, and resolve any discrepancies. You will receive an update from us as soon as this is reviewed and actioned.
We appreciate your patience and understanding as we work to resolve this as quickly as possible. If you have any further questions or concerns, please don't hesitate to reach out.
Kind Regards
Sibonisile
MetroFibre Complaints and Escalations
MetroFibre Networx's reply21 Nov 2024, 16:10
Official
Good Day, Ms. Human,
Thank you for reaching out and bringing this matter to our attention. We sincerely apologize for the frustration and confusion you’ve experienced with your cancellation request and billing issue.
We understand that this has been an ongoing issue for you since September, and we are truly sorry for the miscommunication and the inconvenience caused by receiving the billing email despite previous confirmation that your service would be canceled. This is certainly not the experience we want for our customers.
To address this matter, we are escalating your issue to our Accounts team for further review and immediate assistance. We will ensure that they look into your cancellation request, verify the payment status, and resolve any discrepancies. You will receive an update from us as soon as this is reviewed and actioned.
We appreciate your patience and understanding as we work to resolve this as quickly as possible. If you have any further questions or concerns, please don't hesitate to reach out.
Kind Regards
Sibonisile
MetroFibre Complaints and Escalations
Thank you for reaching out and bringing this matter to our attention. We sincerely apologize for the frustration and confusion you’ve experienced with your cancellation request and billing issue.
We understand that this has been an ongoing issue for you since September, and we are truly sorry for the miscommunication and the inconvenience caused by receiving the billing email despite previous confirmation that your service would be canceled. This is certainly not the experience we want for our customers.
To address this matter, we are escalating your issue to our Accounts team for further review and immediate assistance. We will ensure that they look into your cancellation request, verify the payment status, and resolve any discrepancies. You will receive an update from us as soon as this is reviewed and actioned.
We appreciate your patience and understanding as we work to resolve this as quickly as possible. If you have any further questions or concerns, please don't hesitate to reach out.
Kind Regards
Sibonisile
MetroFibre Complaints and Escalations
CH
Caro H's updateReviewer Update
21 Nov 2024, 20:12 Good day,
As per all your accounts - the account is paid in advance. I cancelled in September, not in October 2024. When I cancelled, I already paid for October. So how can October still be outstanding?9/1/2024 INV*** 60 Days 499.00 0.00
10/1/2024 INV*** 30 Days 499.00 499.00
Regards,Caro
As per all your accounts - the account is paid in advance. I cancelled in September, not in October 2024. When I cancelled, I already paid for October. So how can October still be outstanding?9/1/2024 INV*** 60 Days 499.00 0.00
10/1/2024 INV*** 30 Days 499.00 499.00
Regards,Caro
CH
Caro H's update21 Nov 2024, 20:12
Reviewer Update
Good day,
As per all your accounts - the account is paid in advance. I cancelled in September, not in October 2024. When I cancelled, I already paid for October. So how can October still be outstanding?9/1/2024 INV*** 60 Days 499.00 0.00
10/1/2024 INV*** 30 Days 499.00 499.00
Regards,Caro
As per all your accounts - the account is paid in advance. I cancelled in September, not in October 2024. When I cancelled, I already paid for October. So how can October still be outstanding?9/1/2024 INV*** 60 Days 499.00 0.00
10/1/2024 INV*** 30 Days 499.00 499.00
Regards,Caro
MetroFibre Networx's replyOfficial
22 Nov 2024, 09:53We sincerely apologize for any confusion or inconvenience this has caused. We have requested detailed information regarding this matter, and our accounts team will contact you directly to resolve the issue and provide further clarification.
Thank you for your understanding and patience. Should you have any further questions or concerns, please don't hesitate to reach out.
Thank you for your understanding and patience. Should you have any further questions or concerns, please don't hesitate to reach out.
MetroFibre Networx's reply22 Nov 2024, 09:53
Official
We sincerely apologize for any confusion or inconvenience this has caused. We have requested detailed information regarding this matter, and our accounts team will contact you directly to resolve the issue and provide further clarification.
Thank you for your understanding and patience. Should you have any further questions or concerns, please don't hesitate to reach out.
Thank you for your understanding and patience. Should you have any further questions or concerns, please don't hesitate to reach out.