MM
Mimi M
1 reviews | Active since Sept 2024
25 Feb 2025, 22:16
Inconsistent Billing and suspension of account.
I am once again extremely disappointed with the way my fibre account is being handled. For the past 3 months I have been receiving inconsistent statements, invoices, corrections and wrong amounts on payment links. November I paid up my account and brought it up to date based on the statement and payment link received from the provider. Just yesterday I received another statement with new corrections I do not even understand, as we speak I am sitting with a new bill and a suspended account. This is very inconcnvenient and frustrating. Please accounts fix your systems. This is the very same issue I have been experiencing since last year. Since December my account gets suspended 1st then I have to re explain same story over and over. Happened again in Ajnuary and now I sit with the same issue again. I have sent them my 499 PoP for February only to receive automated response of me owing the big amount again like it happened Nov, Dec and Jan. It seems like this will be my monthly norm, metro Fibre kindly sort out your accounts and reinstate my services.
Helpful (0)
Replies (13)0
Replies (13)
MetroFibre Networx's replyOfficial
26 Feb 2025, 08:40Dear Mimi
Thank you for reaching out. We sincerely apologize for the ongoing frustration and inconvenience this has caused.
We have escalated your query to our Finance department and requested them to urgently investigate your account in detail. They will be reviewing all transactions thoroughly and will be in contact with you to provide clarity, as well as an accurate updated statement.
Please be assured that we are treating this matter with urgency, and we will keep you updated on any progress. If you need any further assistance in the meantime, feel free to reach out.
Kind Regards,
Siboniso
MetroFibre Complaints and Escalations
Thank you for reaching out. We sincerely apologize for the ongoing frustration and inconvenience this has caused.
We have escalated your query to our Finance department and requested them to urgently investigate your account in detail. They will be reviewing all transactions thoroughly and will be in contact with you to provide clarity, as well as an accurate updated statement.
Please be assured that we are treating this matter with urgency, and we will keep you updated on any progress. If you need any further assistance in the meantime, feel free to reach out.
Kind Regards,
Siboniso
MetroFibre Complaints and Escalations
MetroFibre Networx's reply26 Feb 2025, 08:40
Official
Dear Mimi
Thank you for reaching out. We sincerely apologize for the ongoing frustration and inconvenience this has caused.
We have escalated your query to our Finance department and requested them to urgently investigate your account in detail. They will be reviewing all transactions thoroughly and will be in contact with you to provide clarity, as well as an accurate updated statement.
Please be assured that we are treating this matter with urgency, and we will keep you updated on any progress. If you need any further assistance in the meantime, feel free to reach out.
Kind Regards,
Siboniso
MetroFibre Complaints and Escalations
Thank you for reaching out. We sincerely apologize for the ongoing frustration and inconvenience this has caused.
We have escalated your query to our Finance department and requested them to urgently investigate your account in detail. They will be reviewing all transactions thoroughly and will be in contact with you to provide clarity, as well as an accurate updated statement.
Please be assured that we are treating this matter with urgency, and we will keep you updated on any progress. If you need any further assistance in the meantime, feel free to reach out.
Kind Regards,
Siboniso
MetroFibre Complaints and Escalations
MM
Mimi M's updateReviewer Update
27 Feb 2025, 08:12I am still very frustrated apparently the 1200 balance thy talking about is due to a transfer error from their side that happened in November which I don't even understand since they have now decided to ignore my emails, no 1 has even tried to call me to explain what's happening or find a way forward.
MM
Mimi M's update27 Feb 2025, 08:12
Reviewer Update
I am still very frustrated apparently the 1200 balance thy talking about is due to a transfer error from their side that happened in November which I don't even understand since they have now decided to ignore my emails, no 1 has even tried to call me to explain what's happening or find a way forward.
MM
This is not acceptable, they cannot be suspending my account due to an "error" that they have been making from their side since last year , I have asked for an explanation since las year of which no 1 had an explanation for instead I was told to eft 499 since Nov, Dec, Jan for service to be restored. Metrofibre kindly restore my service
Mimi M's updateReviewer Update
27 Feb 2025, 08:14This is not acceptable, they cannot be suspending my account due to an "error" that they have been making from their side since last year , I have asked for an explanation since las year of which no 1 had an explanation for instead I was told to eft 499 since Nov, Dec, Jan for service to be restored. Metrofibre kindly restore my service
MM
Mimi M's update27 Feb 2025, 08:14
Reviewer Update
This is not acceptable, they cannot be suspending my account due to an "error" that they have been making from their side since last year , I have asked for an explanation since las year of which no 1 had an explanation for instead I was told to eft 499 since Nov, Dec, Jan for service to be restored. Metrofibre kindly restore my service
MetroFibre Networx's replyOfficial
27 Feb 2025, 11:15Dear Mimi
Our Finance team has tried to contact you however there has been no answer on your line.
Please let us know when would be a convenient time for them to contact you.
Kind Regards,
Siboniso
MetroFibre Complaints and Escalations
Our Finance team has tried to contact you however there has been no answer on your line.
Please let us know when would be a convenient time for them to contact you.
Kind Regards,
Siboniso
MetroFibre Complaints and Escalations
MetroFibre Networx's reply27 Feb 2025, 11:15
Official
Dear Mimi
Our Finance team has tried to contact you however there has been no answer on your line.
Please let us know when would be a convenient time for them to contact you.
Kind Regards,
Siboniso
MetroFibre Complaints and Escalations
Our Finance team has tried to contact you however there has been no answer on your line.
Please let us know when would be a convenient time for them to contact you.
Kind Regards,
Siboniso
MetroFibre Complaints and Escalations
MM
Mimi M's updateReviewer Update
27 Feb 2025, 11:28Hell Siboniso
I am available now at 11:30
Thank you
I am available now at 11:30
Thank you
MM
Mimi M's update27 Feb 2025, 11:28
Reviewer Update
Hell Siboniso
I am available now at 11:30
Thank you
I am available now at 11:30
Thank you
MM
Mimi M's updateReviewer Update
27 Feb 2025, 11:29Hello Siboniso
I am available now at 11:30
Thank you
I am available now at 11:30
Thank you
MM
Mimi M's update27 Feb 2025, 11:29
Reviewer Update
Hello Siboniso
I am available now at 11:30
Thank you
I am available now at 11:30
Thank you
MetroFibre Networx's replyOfficial
27 Feb 2025, 15:46Dear Mimi
Thank you. The Finance department did receive your response to their e-mail. They have sent your request to our Retentions team and requested to for assistance with a payment arrangement.
Kind Regards,
Siboniso
MetroFibre Complaints and Escalations
Thank you. The Finance department did receive your response to their e-mail. They have sent your request to our Retentions team and requested to for assistance with a payment arrangement.
Kind Regards,
Siboniso
MetroFibre Complaints and Escalations
MetroFibre Networx's reply27 Feb 2025, 15:46
Official
Dear Mimi
Thank you. The Finance department did receive your response to their e-mail. They have sent your request to our Retentions team and requested to for assistance with a payment arrangement.
Kind Regards,
Siboniso
MetroFibre Complaints and Escalations
Thank you. The Finance department did receive your response to their e-mail. They have sent your request to our Retentions team and requested to for assistance with a payment arrangement.
Kind Regards,
Siboniso
MetroFibre Complaints and Escalations
MM
Mimi M's updateReviewer Update
27 Feb 2025, 16:11Dear Siboniso
Thank you for getting it sorted. I will do the arrangement but in future I will not be accepting any backdated accounts faults.
Trust my payment link will be updated and service restored today.
Have a good evening
Thank
Thank you for getting it sorted. I will do the arrangement but in future I will not be accepting any backdated accounts faults.
Trust my payment link will be updated and service restored today.
Have a good evening
Thank
MM
Mimi M's update27 Feb 2025, 16:11
Reviewer Update
Dear Siboniso
Thank you for getting it sorted. I will do the arrangement but in future I will not be accepting any backdated accounts faults.
Trust my payment link will be updated and service restored today.
Have a good evening
Thank
Thank you for getting it sorted. I will do the arrangement but in future I will not be accepting any backdated accounts faults.
Trust my payment link will be updated and service restored today.
Have a good evening
Thank
MetroFibre Networx's replyOfficial
27 Feb 2025, 16:18Dear Mimi
The above has been noted.
Thank you.
Kind Regards,
Siboniso
MetroFibre Complaints and Escalations
The above has been noted.
Thank you.
Kind Regards,
Siboniso
MetroFibre Complaints and Escalations
MetroFibre Networx's reply27 Feb 2025, 16:18
Official
Dear Mimi
The above has been noted.
Thank you.
Kind Regards,
Siboniso
MetroFibre Complaints and Escalations
The above has been noted.
Thank you.
Kind Regards,
Siboniso
MetroFibre Complaints and Escalations
MM
Mimi M's updateReviewer Update
28 Feb 2025, 11:47Hi Siboniso
Here we go again my internet is still not reconnected..I have been sending emails since yesterday and today and all they do is ignore.
Is my internet getting restored or should I look for another internet provider.
This marks day 4 with no internet.
Kindly urgently assist
Here we go again my internet is still not reconnected..I have been sending emails since yesterday and today and all they do is ignore.
Is my internet getting restored or should I look for another internet provider.
This marks day 4 with no internet.
Kindly urgently assist
MM
Mimi M's update28 Feb 2025, 11:47
Reviewer Update
Hi Siboniso
Here we go again my internet is still not reconnected..I have been sending emails since yesterday and today and all they do is ignore.
Is my internet getting restored or should I look for another internet provider.
This marks day 4 with no internet.
Kindly urgently assist
Here we go again my internet is still not reconnected..I have been sending emails since yesterday and today and all they do is ignore.
Is my internet getting restored or should I look for another internet provider.
This marks day 4 with no internet.
Kindly urgently assist
MetroFibre Networx's replyOfficial
28 Feb 2025, 15:33Good Day
Our Retentions department will contact you.
Kind Regards,
Siboniso
MetroFibre Complaints and Escalations
Our Retentions department will contact you.
Kind Regards,
Siboniso
MetroFibre Complaints and Escalations
MetroFibre Networx's reply28 Feb 2025, 15:33
Official
Good Day
Our Retentions department will contact you.
Kind Regards,
Siboniso
MetroFibre Complaints and Escalations
Our Retentions department will contact you.
Kind Regards,
Siboniso
MetroFibre Complaints and Escalations
MM
Mimi M's updateReviewer Update
03 Mar 2025, 09:18Good day Siboniso
On the 28th Feb I received a call now from a lady she said I must pay that money over 3 months and my speed will be reduced to 10Mbps, how do we get to that? My subscription is for 25mbps.
So when I continue with my normal 499 monthly payments like I did this month what am I paying for ?
The payment arrangement for that 1200 , I can do that in 6 months. Please note I have been enquiring about this balance since November 2024. Metro fibre please do not make it seem as if I ignored the issue, I enquired every month since last year with no solution from anyone.
Kindly advise if I am getting any assistance for this or we can cancel I will find another provider. I am already 4 days with no internet. """"
This is how I responded to Metro on Friday after they told me they will call again to sort it out. No one called again and no 1 rep**** to the above email.
I then later on sent an email of cancelation of the service same day and day after. Still no response from Metro fibre. I have sent another one this morning . No response.
Note I still sit with no internet. 7 days now with no internet
This is how I responded to Metro on Friday after they told me they will call again to sort it out. No one called again and no 1 rep**** to the above email.
I then later on sent an email of cancelation of the service same day and day after. Still no response from Metro fibre. I have sent another one this morning . No response.
Note I still sit with no internet. 7 days now with no internet
MM
Mimi M's update03 Mar 2025, 09:18
Reviewer Update
Good day Siboniso
On the 28th Feb I received a call now from a lady she said I must pay that money over 3 months and my speed will be reduced to 10Mbps, how do we get to that? My subscription is for 25mbps.
So when I continue with my normal 499 monthly payments like I did this month what am I paying for ?
The payment arrangement for that 1200 , I can do that in 6 months. Please note I have been enquiring about this balance since November 2024. Metro fibre please do not make it seem as if I ignored the issue, I enquired every month since last year with no solution from anyone.
Kindly advise if I am getting any assistance for this or we can cancel I will find another provider. I am already 4 days with no internet. """"
This is how I responded to Metro on Friday after they told me they will call again to sort it out. No one called again and no 1 rep**** to the above email.
I then later on sent an email of cancelation of the service same day and day after. Still no response from Metro fibre. I have sent another one this morning . No response.
Note I still sit with no internet. 7 days now with no internet
This is how I responded to Metro on Friday after they told me they will call again to sort it out. No one called again and no 1 rep**** to the above email.
I then later on sent an email of cancelation of the service same day and day after. Still no response from Metro fibre. I have sent another one this morning . No response.
Note I still sit with no internet. 7 days now with no internet
MetroFibre Networx's replyOfficial
03 Mar 2025, 14:25Dear Mimi
We have sent your request to the cancellations department for further assistance.
Kind Regards,
Siboniso
MetroFibre Complaints and Escalations
We have sent your request to the cancellations department for further assistance.
Kind Regards,
Siboniso
MetroFibre Complaints and Escalations
MetroFibre Networx's reply03 Mar 2025, 14:25
Official
Dear Mimi
We have sent your request to the cancellations department for further assistance.
Kind Regards,
Siboniso
MetroFibre Complaints and Escalations
We have sent your request to the cancellations department for further assistance.
Kind Regards,
Siboniso
MetroFibre Complaints and Escalations