TM
Tanaka M
1 reviews | Active since Oct 2025
06 Oct 2025, 15:59
Horrible Experience
I never thought I would be one person to write reviews of a company but if this helps the next person then I might as well. I am currently experiencing the worst support with their finance team. I made a payment of ZAR5700 in error to their account as they are a beneficiary on my banking app. I raised a query 16 days ago and to date the funds are not being refunded, they have deducted the 599 due for October from the same funds but the balance still shows on my dashboard after they had explicitly informed me that the refund was processed. I have exhausted all possible channels to contact them but still no success. I do not wish this experience to anyone and if it means using mobile data I think its better or finding an alternative ISP otherwise the aftermarket experience with Metrofibre can really drive you insane.
Helpful (0)
Replies (8)0
Replies (8)
MetroFibre Networx's replyOfficial
06 Oct 2025, 16:46Dear Tanaka
Thank you for reaching out to us. We sincerely apologise for the inconvenience and frustration caused by this experience.
Please note that we have escalated your query to our Finance Department for urgent investigation and assistance. We have highlighted the urgency of the matter and will ensure that it is attended to promptly.
We truly appreciate your patience and understanding while we work to resolve this matter as quickly as possible.
Kind Regards,
Siboniso
MetroFibre Complaints and Escalations
Thank you for reaching out to us. We sincerely apologise for the inconvenience and frustration caused by this experience.
Please note that we have escalated your query to our Finance Department for urgent investigation and assistance. We have highlighted the urgency of the matter and will ensure that it is attended to promptly.
We truly appreciate your patience and understanding while we work to resolve this matter as quickly as possible.
Kind Regards,
Siboniso
MetroFibre Complaints and Escalations
MetroFibre Networx's reply06 Oct 2025, 16:46
Official
Dear Tanaka
Thank you for reaching out to us. We sincerely apologise for the inconvenience and frustration caused by this experience.
Please note that we have escalated your query to our Finance Department for urgent investigation and assistance. We have highlighted the urgency of the matter and will ensure that it is attended to promptly.
We truly appreciate your patience and understanding while we work to resolve this matter as quickly as possible.
Kind Regards,
Siboniso
MetroFibre Complaints and Escalations
Thank you for reaching out to us. We sincerely apologise for the inconvenience and frustration caused by this experience.
Please note that we have escalated your query to our Finance Department for urgent investigation and assistance. We have highlighted the urgency of the matter and will ensure that it is attended to promptly.
We truly appreciate your patience and understanding while we work to resolve this matter as quickly as possible.
Kind Regards,
Siboniso
MetroFibre Complaints and Escalations
TM
Tanaka M's updateReviewer Update
06 Oct 2025, 17:01Thanks for responding Siboniso but you are not the first one to escalate this. For 16 day they have been escalating to the finance management on a daily basis but best guarantee they won't do anything. I have emails informing me that refund was on Friday 03.09.25 and today I was informed the following:
1- There was in issue at the bank, management is liaising with the bank to sort this out
2- I called later and I was informed by a different agent that nothing was processed, we are sorry for the miscommunication it will be done on Friday
3- Another agent said it will be done latest on Wednesday.
The inconsistency is quite appalling and this is such a huge disservice to your customers. The agents probably do not care but they should put themselves in my shoes and maybe you would understand the pressure I am under and will help me with a conscience.
1- There was in issue at the bank, management is liaising with the bank to sort this out
2- I called later and I was informed by a different agent that nothing was processed, we are sorry for the miscommunication it will be done on Friday
3- Another agent said it will be done latest on Wednesday.
The inconsistency is quite appalling and this is such a huge disservice to your customers. The agents probably do not care but they should put themselves in my shoes and maybe you would understand the pressure I am under and will help me with a conscience.
TM
Tanaka M's update06 Oct 2025, 17:01
Reviewer Update
Thanks for responding Siboniso but you are not the first one to escalate this. For 16 day they have been escalating to the finance management on a daily basis but best guarantee they won't do anything. I have emails informing me that refund was on Friday 03.09.25 and today I was informed the following:
1- There was in issue at the bank, management is liaising with the bank to sort this out
2- I called later and I was informed by a different agent that nothing was processed, we are sorry for the miscommunication it will be done on Friday
3- Another agent said it will be done latest on Wednesday.
The inconsistency is quite appalling and this is such a huge disservice to your customers. The agents probably do not care but they should put themselves in my shoes and maybe you would understand the pressure I am under and will help me with a conscience.
1- There was in issue at the bank, management is liaising with the bank to sort this out
2- I called later and I was informed by a different agent that nothing was processed, we are sorry for the miscommunication it will be done on Friday
3- Another agent said it will be done latest on Wednesday.
The inconsistency is quite appalling and this is such a huge disservice to your customers. The agents probably do not care but they should put themselves in my shoes and maybe you would understand the pressure I am under and will help me with a conscience.
MetroFibre Networx's replyOfficial
06 Oct 2025, 17:44Good Day Tanaka
We have followed up with the Finance department. We will advise as soon as we have feedback.
Kind Regards,
Siboniso
MetroFibre Complaints and Escalations
We have followed up with the Finance department. We will advise as soon as we have feedback.
Kind Regards,
Siboniso
MetroFibre Complaints and Escalations
MetroFibre Networx's reply06 Oct 2025, 17:44
Official
Good Day Tanaka
We have followed up with the Finance department. We will advise as soon as we have feedback.
Kind Regards,
Siboniso
MetroFibre Complaints and Escalations
We have followed up with the Finance department. We will advise as soon as we have feedback.
Kind Regards,
Siboniso
MetroFibre Complaints and Escalations
TM
Tanaka M's updateReviewer Update
06 Oct 2025, 18:53Will wait to hear from you
TM
Tanaka M's update06 Oct 2025, 18:53
Reviewer Update
Will wait to hear from you
MetroFibre Networx's replyOfficial
06 Oct 2025, 18:57Thank you
MetroFibre Networx's reply06 Oct 2025, 18:57
Official
Thank you
TM
Tanaka M's updateReviewer Update
08 Oct 2025, 09:07Like I said before everyone promises to escalate to the finance but nothing happens. I am back here again
TM
Tanaka M's update08 Oct 2025, 09:07
Reviewer Update
Like I said before everyone promises to escalate to the finance but nothing happens. I am back here again
MetroFibre Networx's replyOfficial
08 Oct 2025, 09:23Dear Tanaka,
Thank you for reaching out and for bringing your concerns to our attention.
We would like to confirm that the matter has been investigated and addressed by our Finance Management team. A request for proof of payment has been submitted to confirm that the refund due to you has been processed and finalised. Once received, we will share the confirmation with you to ensure the matter is fully resolved.
We appreciate your continued patience and cooperation as we work to bring this matter to a close.
Best regards,
Marilize
MetroFibre Complaints & Escalations
Thank you for reaching out and for bringing your concerns to our attention.
We would like to confirm that the matter has been investigated and addressed by our Finance Management team. A request for proof of payment has been submitted to confirm that the refund due to you has been processed and finalised. Once received, we will share the confirmation with you to ensure the matter is fully resolved.
We appreciate your continued patience and cooperation as we work to bring this matter to a close.
Best regards,
Marilize
MetroFibre Complaints & Escalations
MetroFibre Networx's reply08 Oct 2025, 09:23
Official
Dear Tanaka,
Thank you for reaching out and for bringing your concerns to our attention.
We would like to confirm that the matter has been investigated and addressed by our Finance Management team. A request for proof of payment has been submitted to confirm that the refund due to you has been processed and finalised. Once received, we will share the confirmation with you to ensure the matter is fully resolved.
We appreciate your continued patience and cooperation as we work to bring this matter to a close.
Best regards,
Marilize
MetroFibre Complaints & Escalations
Thank you for reaching out and for bringing your concerns to our attention.
We would like to confirm that the matter has been investigated and addressed by our Finance Management team. A request for proof of payment has been submitted to confirm that the refund due to you has been processed and finalised. Once received, we will share the confirmation with you to ensure the matter is fully resolved.
We appreciate your continued patience and cooperation as we work to bring this matter to a close.
Best regards,
Marilize
MetroFibre Complaints & Escalations
TM
Tanaka M's updateReviewer Update
08 Oct 2025, 17:04Why is everyone finding it so easy to lie to me, empty promises every single day. I really hate the experience I am going through with your company. Not even one single person really cares
TM
Tanaka M's update08 Oct 2025, 17:04
Reviewer Update
Why is everyone finding it so easy to lie to me, empty promises every single day. I really hate the experience I am going through with your company. Not even one single person really cares