1 reviews | Active since Mar 2009
June increase with no communication
I have never received any communication concerning any increase in June or any other month. I received an invoice with a said increase with no communication whatsoever, business as usual from Metrofibre.
Shouldn't there be a communication beforehand to say you intend on increasing your fees and when so that one can determine if your services are still desirable and affordable. Give one an opportunity to terminate your services if that's one wants to do...
There's no way you can send an invoice with an increase that one is not aware of without any communication saying what the increase will be and when it wll come into effect.
In your industry, this formal communication must be sent months ahead and say how much will be payable.
I know nothing about a June increase, I have nothing formally informing me of this. Please do the right thing.
I need an explanation.
Thank you once again for taking my call and for confirming your accountholder details. I appreciate the opportunity to discuss your concerns directly.
As discussed, we are currently investigating the communication drop-off point you noted regarding the recent service outage as well as the June price adjustment. We understand how important it is for clients to receive timely and transparent updates, and we are reviewing our processes to ensure this is consistently upheld.
Kindly check your email's spam or junk folder to ensure that any prior notifications regarding the price increase were not incorrectly filtered by your mailbox. Communication regarding the adjustment was shared in advance to all affected customers, and we want to ensure it was not missed due to email routing issues.
Thank you for your patience and for bringing this matter to our attention. We are committed to providing you with a clear resolution and will be in touch with formal feedback via email on ticket 777026.
Best regards,
Marilize
MetroFibre Complaints & Escalations
Thank you once again for taking my call and for confirming your accountholder details. I appreciate the opportunity to discuss your concerns directly.
As discussed, we are currently investigating the communication drop-off point you noted regarding the recent service outage as well as the June price adjustment. We understand how important it is for clients to receive timely and transparent updates, and we are reviewing our processes to ensure this is consistently upheld.
Kindly check your email's spam or junk folder to ensure that any prior notifications regarding the price increase were not incorrectly filtered by your mailbox. Communication regarding the adjustment was shared in advance to all affected customers, and we want to ensure it was not missed due to email routing issues.
Thank you for your patience and for bringing this matter to our attention. We are committed to providing you with a clear resolution and will be in touch with formal feedback via email on ticket 777026.
Best regards,
Marilize
MetroFibre Complaints & Escalations