METRO FIBRE FINANCE IS ***********

METRO FIBRE FINANCE TEAM IS *********** TO SAY THE LEAST

Please try and make sense of what I am writing in this review as I myself still do not understand how this happened and or why it happened...

I am not sure how to put this all in to words as I myself and my partner (Account Holder) are beyond confused and will try and start from the beginning.

Currently I am in "Arrears" with Metro Fibre on my account for payments that were not made in "March and July"

Previously our payments were made via debit order every month on the 31st since we signed up with Metro which is going on nearly 3 years now.

We did not have any issues until March of 2025 when for some UNKNOWN REASON we were not debited on our account.

We received our bill as usual the month of March which was R899 at the time for a 250mb Up and Down package however the debit order did not go off.

I then opted to try and pay via the "Link" they provide where you can pay with your bankcard (This is sent by Metro Fibre on the Invoice)

To my surprised the bill for March was R1798 which came as a shock purely based on the fact that our bill every month was R899

We disputed this and tried to make contact with Metro Via Phonecall and Email however it took nearly 2 weeks just for Metro to make contact with us.

April 15th they suspend our line (This is when we found out the debit order never went off)

We always make sure to have funds in our bank accounts to ensure the debit order does not bounce.

I run a small business from home and make use of our internet for emails. phonecalls. meetings and various others activities ect.

We eventually contacted Metro Fibre Finance and also support and they could not provide a answers as to WHY the debit order did not go through. we also checked or bank statements and found no rejections made by our bank either.

Now Fast forward to September (I noticed I am not the only individual experiencing this with Metro Fibre)

On Tuesday the 9th September 2025 I hear someone shouting at my front gate of my property.

Imagine my surprise when I see 5 men outside to which 1 of them tells me they are here to install my "New Router" and that they are from Metro Fibre.

I look at their Vehicle and Details first to which raises no red flags at first.

I then realise the following.

1 - I did not order a new router 2 - I was not sent a email of a new Router being installed 3 - How unprofessional it must be to have 5 men appear at my home unbeknown to me without warning or prioer contact and arrangement.

One of the men enters my home and does the following.

He sets up my "New Router" and first wants to take my old router (15 minutes later tells me I can infact keep it to which I do)

Before they leave the technicians jokingly tells me that my account is in arrears and I need to make a payment.

Now bare in mind. I pay my bill between the 1st to the 5th of the following month.

This is what I arranged with Metro Fibre Finance (or whatever their finance team is)

To which there were no disputes and or issues.

I make my first call to metro to which I wait.

Eventually the call cuts.

I fphone again and I am greeted by a person from support who puts me through to finance.

After waiting again on the phone I am greeted by a female voice (at last help or so I thought)

I proceed to explain my situation as best as I can and I question why technicians were sent to my home.

90% of my queries were ignored.

I was asked to provide payment for the month of "March and "July"

I explained that July was paid in June and that July was paid in August and August was now paid in September.

Mind you. THIS IS HOW I WAS TOLD TO PAY and it was fine for 5 months....What changed ?

The female agent from Finance then proceeded to become agitated by my questions and confusion as to why I want to know how on earth a prepaid (Month to Month) contract can proceed for 5 months if a payment was missed...and not just 1 payment it was 2 apparently.

Now what I don't understand is there was 1-2 months we were late with our payment and they suspensed us to which we paid the following day and our line was reactivated within 24hours each time.

The female individual eventually told me that "Sir you cannot find the payment because it is not there" and that I am also confused because I tried to "understand it on my own"

Is this normal for Metro Fibre ?

The call was recorded by Metro and I for one raised my voice and become extremely agitated purely because I am now being patronized for asking questions and stating facts ?

This is unprofessional by metro fibre...

I now sit with a account in "arrears" and I just made payment last week Friday to have my account re activated just to have it suspended again 5 days later.

I am tired of making calls. I am tired of trying to resolve this.

I was sent a long detailed PDF file of all of our payments and what also does not make sense is how can we be in Credit and in Debt to Metro Fibre in the same month ?

YOU CANNOT CHARGE TWICE IN THE SAME MONTH IT MAKES NO SENSE

Metro Fibre should resolve this as I am on the verge of taking legal action because what is being done to me is wrong and I am not the only customer this is being done to.

I am now left burning through prepaid Data every day just to read emails and follow up on my work not to mention the account holder (My Partner) is having to now also make use of costly prepaid data to do her work and studies.

PLEASE HELP ?

I refuse to phone Metro Support or Finance again 90% of your call agents seem to have some sort of "attitude" when dealing with clients queries and or concerns and that is unprofessional.