1 reviews | Active since Mar 2026
Incorrect billing and very bad customer service
In December 2025, I requested installation for Metro Fibre WiFi.
The router was installed a week later, but it was not active and only started working a week after installation. The agent I spoke to confirmed I would only pay a pro-rata fee of just over R200, calculated from when the device was active and working.
Shortly after, there was a break-in at my house. As a female living alone, I did not feel safe there anymore. I called to cancel on the very same day of the break-in. I was told I could not cancel immediately and had to give a month's notice, even though my monthly subscription was R469.
I am now receiving calls and SMSs stating I owe R888.
When I emailed to query this, the agent (who did not provide her name) rep**** that I am "liable for that cost irrespective of whether or not your device was working" and that this is a fixed monthly cost. This contradicts what I was initially told.
She also sent a PDF invoice showing the same date twice - 24/01/2026 and again 24/01/2026 - with two separate charges of R469. Please explain how I am being billed twice for one month to total R888.
This is extremely poor service and I would not recommend Metro Fibre.
Thank you for bringing this matter to our attention. We sincerely apologise for the frustration and inconvenience caused by the billing concerns and the communication you have experienced.
We have attempted to contact you to discuss the matter further and assist with resolving your concerns, but unfortunately, we were unable to reach you.
We would appreciate the opportunity to discuss the billing, cancellation, and invoice discrepancies with you directly so that we can clarify the charges and work towards a suitable resolution.
We will be sending you an email shortly. Kindly respond to the email with the most convenient time for us to contact you. We will then arrange a call at a time that suits you.
We value your feedback and look forward to speaking with you and addressing your concerns.
Kind regards,
Sibonisile
MetroFibre Complaints & Escalations
Thank you for bringing this matter to our attention. We sincerely apologise for the frustration and inconvenience caused by the billing concerns and the communication you have experienced.
We have attempted to contact you to discuss the matter further and assist with resolving your concerns, but unfortunately, we were unable to reach you.
We would appreciate the opportunity to discuss the billing, cancellation, and invoice discrepancies with you directly so that we can clarify the charges and work towards a suitable resolution.
We will be sending you an email shortly. Kindly respond to the email with the most convenient time for us to contact you. We will then arrange a call at a time that suits you.
We value your feedback and look forward to speaking with you and addressing your concerns.
Kind regards,
Sibonisile
MetroFibre Complaints & Escalations