Metro Fibre inefficient and *********** finance and customer service department

I am very frustrated with the service I am receiving from Metro. The is absolutely no human touch, no sensitivity or sense of urgency. I opened the account earlier this year and they seemed to be efficient at the time. I then experienced that their debit order days are not aligned with my pay day and requested that I instead pay via EFT. The person assisting me was helpful.

On the first month of paying via EFT, the debit order had already went through, which means I paid double. I had no problem with that as that leaves me with a bit of room. The second month I made payment via EFT again with a reference number that was given to me. Last week I received an email from Finance department that my account was in arrears and I responded promptly wanting more information. I received an auto reply with ticket reference number 40452.

I then followed up again and there was no response. On Sunday my account was suspended. I reached out to their helpline and stayed on the line for a long time. I selected an option to be called back and I am still waiting to date. I reached out on their Facebook page and WhatsApp line and they said they will forward my query to finance. No further action still. I sent my proof of payment to 3 other email addresses provided on their WhatsApp auto reply, still no response or update.

I called the helpline again, the lady gave me another email address to email the prove of payment. I still did not get a service I paid for or an update.

I reached out again to their WhatsApp and Facebook, I was still told they will refer my query to finance. The people who respond do not have names, just initials. I asked on the process to terminate my current contract with them so I can get a service I am paying for elsewhere, the dismissive response was also said to be referred to finance.

I am not able to work since I do not have fibre, I am not able to cancel the contract because I have been dealing with robots that are not programmed properly. There is a finance department that clearly is not efficient, professional, responsive and competent. You would expect that at least they respond to one of their many email addresses. If they provide you with a reference number, when payment is made they should be able to match that when they do their books.

I am very frustrated by the whole experience.