WS
Willem S
1 reviews | Active since Nov 2024
12 Nov 2024, 15:12
M
Was a client for two years with no problem, i cancelled my account as I relocated to another area. I was told my account was in credit and I need to send proof of banking details which I did twice. I was told it takes 31 days to receive the payment. After this period I phoned them waiting on the phone for 20munites. I was promised by a couple of employee that this will be sorted out, nothing happened. On 8 November 2024 I was promised an imediate payment will be made three days later still nothing waiting for a manager to call me still waiting. Next step for me is the ombudsman and small claims court.
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MetroFibre Networx's replyOfficial
12 Nov 2024, 16:02Dear Willem Steenkamp
I am truly sorry to hear about the ongoing difficulties you’ve experienced with your account, especially after being a loyal customer for two years. I completely understand how frustrating and disappointing this situation must be for you, particularly since you’ve already gone above and beyond in providing the necessary details to facilitate your refund.
It’s clear that we have fallen short of the level of service you should expect from us, and for that, I sincerely apologize. The delays, lack of follow-up, and broken promises are simply unacceptable, and I understand how this situation has caused unnecessary stress and inconvenience.
Please know that your case is now a priority for us. I will immediately escalate this matter to the relevant team and management to ensure it is resolved without further delay. I will personally monitor the progress and keep you updated every step of the way. We understand the urgency, and I assure you that we are committed to resolving this as quickly as possible.
Once again, I sincerely apologize for the frustration you’ve encountered, and I can only imagine how this has affected your plans. I’m grateful for your patience, and I hope we can restore your trust in us by resolving this issue promptly.
Thank you for bringing this to our attention. Please don’t hesitate to reach out if you have any further questions or concerns in the meantime.
Kind regards,
Sibonisile
MetroFibre Complaints and Escalations
I am truly sorry to hear about the ongoing difficulties you’ve experienced with your account, especially after being a loyal customer for two years. I completely understand how frustrating and disappointing this situation must be for you, particularly since you’ve already gone above and beyond in providing the necessary details to facilitate your refund.
It’s clear that we have fallen short of the level of service you should expect from us, and for that, I sincerely apologize. The delays, lack of follow-up, and broken promises are simply unacceptable, and I understand how this situation has caused unnecessary stress and inconvenience.
Please know that your case is now a priority for us. I will immediately escalate this matter to the relevant team and management to ensure it is resolved without further delay. I will personally monitor the progress and keep you updated every step of the way. We understand the urgency, and I assure you that we are committed to resolving this as quickly as possible.
Once again, I sincerely apologize for the frustration you’ve encountered, and I can only imagine how this has affected your plans. I’m grateful for your patience, and I hope we can restore your trust in us by resolving this issue promptly.
Thank you for bringing this to our attention. Please don’t hesitate to reach out if you have any further questions or concerns in the meantime.
Kind regards,
Sibonisile
MetroFibre Complaints and Escalations
MetroFibre Networx's reply12 Nov 2024, 16:02
Official
Dear Willem Steenkamp
I am truly sorry to hear about the ongoing difficulties you’ve experienced with your account, especially after being a loyal customer for two years. I completely understand how frustrating and disappointing this situation must be for you, particularly since you’ve already gone above and beyond in providing the necessary details to facilitate your refund.
It’s clear that we have fallen short of the level of service you should expect from us, and for that, I sincerely apologize. The delays, lack of follow-up, and broken promises are simply unacceptable, and I understand how this situation has caused unnecessary stress and inconvenience.
Please know that your case is now a priority for us. I will immediately escalate this matter to the relevant team and management to ensure it is resolved without further delay. I will personally monitor the progress and keep you updated every step of the way. We understand the urgency, and I assure you that we are committed to resolving this as quickly as possible.
Once again, I sincerely apologize for the frustration you’ve encountered, and I can only imagine how this has affected your plans. I’m grateful for your patience, and I hope we can restore your trust in us by resolving this issue promptly.
Thank you for bringing this to our attention. Please don’t hesitate to reach out if you have any further questions or concerns in the meantime.
Kind regards,
Sibonisile
MetroFibre Complaints and Escalations
I am truly sorry to hear about the ongoing difficulties you’ve experienced with your account, especially after being a loyal customer for two years. I completely understand how frustrating and disappointing this situation must be for you, particularly since you’ve already gone above and beyond in providing the necessary details to facilitate your refund.
It’s clear that we have fallen short of the level of service you should expect from us, and for that, I sincerely apologize. The delays, lack of follow-up, and broken promises are simply unacceptable, and I understand how this situation has caused unnecessary stress and inconvenience.
Please know that your case is now a priority for us. I will immediately escalate this matter to the relevant team and management to ensure it is resolved without further delay. I will personally monitor the progress and keep you updated every step of the way. We understand the urgency, and I assure you that we are committed to resolving this as quickly as possible.
Once again, I sincerely apologize for the frustration you’ve encountered, and I can only imagine how this has affected your plans. I’m grateful for your patience, and I hope we can restore your trust in us by resolving this issue promptly.
Thank you for bringing this to our attention. Please don’t hesitate to reach out if you have any further questions or concerns in the meantime.
Kind regards,
Sibonisile
MetroFibre Complaints and Escalations