LT
Lilian T
1 reviews | Active since Sept 2014
26 Jun 2025, 13:17
Frustrating service from MetroFibre
Please tell me how I am sitting on two accounts with the same Service provider MetroFibre for the same household. My account LIL246 is up to date but I keep getting calls of an account I never went with LIL238. I have tried to explain to over 6 consultants that have been calling me about the latter account and even asked them to check for any data usage that shows on the account LIL238. No one has gotten back to me on this and this is over 2 months now. Someone please tell me why I have two accounts under the same.
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MetroFibre Networx's replyOfficial
26 Jun 2025, 13:20Dear Lilian Tukutezi,
Thank you for bringing this to our attention. Please accept our sincere apologies for the frustration and inconvenience caused.
We understand how concerning and confusing it must be to receive repeated calls regarding an account you do not recognize, especially after multiple attempts to clarify the matter. This is certainly not the level of service we aim to provide, and we regret that your query has remained unresolved for this long.
Please be assured that we are escalating this matter to our Accounts Department for urgent investigation and resolution. We have requested that they review both account numbers (LIL246 and LIL238) and verify the status and data usage, as well as provide a clear explanation of why both accounts exist under your name and address.
You will be updated as soon as feedback is received. In the meantime, should you have any additional details that may assist us, feel free to reply to this email.
We appreciate your patience and understanding as we work to resolve this as a priority.
Kind regards,
Sibonisile
MetroFibre Complaints & Escalations
Thank you for bringing this to our attention. Please accept our sincere apologies for the frustration and inconvenience caused.
We understand how concerning and confusing it must be to receive repeated calls regarding an account you do not recognize, especially after multiple attempts to clarify the matter. This is certainly not the level of service we aim to provide, and we regret that your query has remained unresolved for this long.
Please be assured that we are escalating this matter to our Accounts Department for urgent investigation and resolution. We have requested that they review both account numbers (LIL246 and LIL238) and verify the status and data usage, as well as provide a clear explanation of why both accounts exist under your name and address.
You will be updated as soon as feedback is received. In the meantime, should you have any additional details that may assist us, feel free to reply to this email.
We appreciate your patience and understanding as we work to resolve this as a priority.
Kind regards,
Sibonisile
MetroFibre Complaints & Escalations
MetroFibre Networx's reply26 Jun 2025, 13:20
Official
Dear Lilian Tukutezi,
Thank you for bringing this to our attention. Please accept our sincere apologies for the frustration and inconvenience caused.
We understand how concerning and confusing it must be to receive repeated calls regarding an account you do not recognize, especially after multiple attempts to clarify the matter. This is certainly not the level of service we aim to provide, and we regret that your query has remained unresolved for this long.
Please be assured that we are escalating this matter to our Accounts Department for urgent investigation and resolution. We have requested that they review both account numbers (LIL246 and LIL238) and verify the status and data usage, as well as provide a clear explanation of why both accounts exist under your name and address.
You will be updated as soon as feedback is received. In the meantime, should you have any additional details that may assist us, feel free to reply to this email.
We appreciate your patience and understanding as we work to resolve this as a priority.
Kind regards,
Sibonisile
MetroFibre Complaints & Escalations
Thank you for bringing this to our attention. Please accept our sincere apologies for the frustration and inconvenience caused.
We understand how concerning and confusing it must be to receive repeated calls regarding an account you do not recognize, especially after multiple attempts to clarify the matter. This is certainly not the level of service we aim to provide, and we regret that your query has remained unresolved for this long.
Please be assured that we are escalating this matter to our Accounts Department for urgent investigation and resolution. We have requested that they review both account numbers (LIL246 and LIL238) and verify the status and data usage, as well as provide a clear explanation of why both accounts exist under your name and address.
You will be updated as soon as feedback is received. In the meantime, should you have any additional details that may assist us, feel free to reply to this email.
We appreciate your patience and understanding as we work to resolve this as a priority.
Kind regards,
Sibonisile
MetroFibre Complaints & Escalations