Metrofailure

I am extremely dissatisfied with the sheer lack of honesty with our service and transparency between the "hidden fees" associated with this service provider. After speaking with their call centre agent and him confirming that there would be NO installation cost as our complex is already live and the terminal box was already installed in our unit, we are then informed via email that there is now an installation fee as well as an activation fee where we were only informed of the activation fee. After contacting Heila (call centre manager) who was very abrupt and disinterested in the fact that our terminal box was already installed prior to the technician activating the fibre, she insisted that an installation was in fact done and that we now would have two terminal boxes and needed to send photographic evidence of this in order for her to further investigate this overcharge. Fact of the matter is during my converstion with the call centre agent i confirmed numerous times that their would not be a installation fee applicable as the terminal box was in fact already installed in 2017.. This was also confirmed by the technicians upon their arrival and it literally took them 8 minutes to have everything activated (which means there was no installation required ) May i urge someone with competency to review the voice recording of my conversation with Metrofibre on 29th October 2019 and get their facts straight. Its called the CPA and having this recording results in the charge of installation being completely *******. I await feedback from metrofibre urgently.