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Caro H

1 reviews | Active since Sept 2014

22 Jan 2025, 07:38

Metro Fibre - Refund outstanding since 9 December 2024 - Review #2

This is my second review to get my refund from Metro Fibre, before that I wrote 4 reviews to cancel my service. When they cancelled the service they insisted that I owe them a month's rent, after going back and forth with MF with no resolution in view, I paid the amount. Then a month later I received a credit note, now the new battle is to get the refund paid back. Since Metro Fibre only responds to bad reviews and not to normal communication, so I'll write a bad review every day until the refund is paid.

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Replies (5)
MetroFibre Networx
MetroFibre Networx's reply22 Jan 2025, 07:56
Official
Dear Caro Human

We sincerely apologize for the ongoing frustration you’ve experienced with your refund process and the lack of satisfactory communication from Metro Fibre. We understand how disappointing this has been for you.

Please rest assured. We have escalated the matter to the relevant department for urgent assistance and are committed to resolving this issue as quickly as possible. We value your feedback and truly regret that your experience has not reflected the service standards we aim to uphold.

We appreciate your patience as we address this matter and ensure the refund is processed without further delay.

We appreciate your understanding, and again, we apologize for the inconvenience caused.

Kind regards,
Sibonisile
MetroFibre Complaints & Escalations

CH
Caro H's update23 Jan 2025, 07:32
Reviewer Update
I've just received feedback from Metro Fibre, this issue is ongoing from 9 Dec 2024 - today is day 45 - Hopefully it will not take 30 days for the refund to reflect.

Good day,
We are pleased to inform you that your refund has been approved. Please note that it may take up to 30 days for the amount to reflect in your bank account.
Thank you for your patience.
Best regards,
The MetroFibre Finance Team
MetroFibre Networx
MetroFibre Networx's reply23 Jan 2025, 08:18
Official
 Dear Caro Human 

We sincerely apologize for the delay in processing your refund. We understand that the credit was approved on December 9th, 2024, and we recognize how frustrating this must be. Please rest assured that we have already contacted the relevant department to assist in resolving this matter as quickly as possible, and we will keep you updated on any progress.

Thank you for your continued patience, and once again, our apologies for the inconvenience caused.

Kind regards,
Sibonisile
MetroFibre Complaints & Escalations 
CH
Caro H's update24 Jan 2025, 07:26
Reviewer Update
And so the sage continues; Metro Fibre have now asked for my banking confirmation letter again... after I have sent it to them 5 times, today is no 6.


---------- Forwarded message ---------
From: Caro Human <>
Date: Fri, Jan 24, 2025 at 7:22 AM
Subject: Re: [FTTH Finance] Re: Re: Fwd: CAR2176: Statement Metro Fibre - Cancel Service - Ticket 565689
To: MetroFibre Support <***>


Good day,

I have sent you my banking confirmation letter 5 times already - on 24 Dec 2024; 2 Jan 2025; 4 Jan 2025; 6 Jan 2025 and 9 Jan 2025- but please find attached for the 6th time.

Regards,
Caro

---------- Forwarded message ---------
From: Caro Human <
Date: Thu, Jan 9, 2025 at 6:36 AM
Subject: Fwd: CAR2176: Statement Metro Fibre - Banking confirmation letter
To: FTTH Finance <***>
Good day,Please find my banking details confirmation letter attached. Please let me know when the credit will be paid back to me.Regards,Caro
From: Caro Human <>
Sent: Monday, January 6, 2025 07:17
To: Metro Fibre Finance <***>
Subject: Fw: MetroFibre - Credit Note - AMP005
From: Caro Human <>
Sent: Saturday, January 4, 2025 11:50
To: *** <***>
Subject: Fw: MetroFibre - Credit Note - AMP005
From: Caro Human >
Sent: Thursday, January 2, 2025 17:03
To: *** <***>
Subject: Fw: MetroFibre - Credit Note - AMP005 Good day,Thank you for the credit note. I've sent proof of account information on 24 December 2024. Please let me know when the money will be paid back into my account.Thank you,Caro
From: Caro Human <>
Sent: Tuesday, December 24, 2024 10:06
To: MetroFibre Support <***>
Subject: Re: [FTTH Finance] Re: Request for Refund/CAR2176 - Ticket 519533 Good day,Find the confirmation letter attached.Regards,Caro

On Thu, Jan 23, 2025 at 6:38 PM MetroFibre Support <***> wrote:
Good day,
Thank you for your email.
Kindly note that in order for us to proceed with your refund request, we will require a bank confirmation letter from your end. We would appreciate it if you could provide this at your earliest convenience.
Thank you for your attention to this matter.
Best regards,
The MetroFibre Finance Team
MetroFibre Networx
MetroFibre Networx's reply24 Jan 2025, 10:46
Official
We apologize for the inconvenience. We have requested the Accounts Department to contact you and address the matter accordingly, providing a detailed explanation.