DP
Deborah P
1 reviews | Active since Aug 2019
26 Sept 2024, 20:52
Metrofibre account disconnected while being paid up to date
I have made 2 payments against my account. I sent both Proofs of Payments to Metrfibre's Accounts Department. One on 19.08.2024 to the amount of R998 and R499 on 01.09.2024. I mailed them on 19.08.2024 & 02.09.2024 respectively. They phoned me a week later to inform me they are disconnecting my service. I explained that I can due to the nature of my work, not take calls. They need to reply on my email. Which they have not done, just disconnected my service. I need the funds to be allocated and my service re-instated. They can and must just re-connect my service and reply to my email.
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MetroFibre Networx's replyOfficial
27 Sept 2024, 09:19Dear Deborah
Thank you for bringing your concerns to our attention.
We sincerely apologize for the issues you’ve experienced with the billing of your fibre service. We understand your frustration and regret the inconvenience this situation has caused. We take your feedback seriously and have escalated this matter to our finance management team for urgent review.
Please be assured that we are prioritizing your case and are committed to resolving it as quickly as possible. We also apologize for any poor communication you may have experienced. This does not reflect the standard of service we aim to provide, and we will address this internally to prevent future occurrences.
Your experience is important to us, and we are dedicated to making things right. We hope to restore your confidence in our service by resolving your complaint to your satisfaction.
Thank you for your patience and for allowing us the opportunity to address your concerns.
If you have any further questions or need additional assistance, please do not hesitate to reply to this email using ticket 416499.
Kind regards,
Phindile
MetroFibre Complaints & Escalations
Thank you for bringing your concerns to our attention.
We sincerely apologize for the issues you’ve experienced with the billing of your fibre service. We understand your frustration and regret the inconvenience this situation has caused. We take your feedback seriously and have escalated this matter to our finance management team for urgent review.
Please be assured that we are prioritizing your case and are committed to resolving it as quickly as possible. We also apologize for any poor communication you may have experienced. This does not reflect the standard of service we aim to provide, and we will address this internally to prevent future occurrences.
Your experience is important to us, and we are dedicated to making things right. We hope to restore your confidence in our service by resolving your complaint to your satisfaction.
Thank you for your patience and for allowing us the opportunity to address your concerns.
If you have any further questions or need additional assistance, please do not hesitate to reply to this email using ticket 416499.
Kind regards,
Phindile
MetroFibre Complaints & Escalations
MetroFibre Networx's reply27 Sept 2024, 09:19
Official
Dear Deborah
Thank you for bringing your concerns to our attention.
We sincerely apologize for the issues you’ve experienced with the billing of your fibre service. We understand your frustration and regret the inconvenience this situation has caused. We take your feedback seriously and have escalated this matter to our finance management team for urgent review.
Please be assured that we are prioritizing your case and are committed to resolving it as quickly as possible. We also apologize for any poor communication you may have experienced. This does not reflect the standard of service we aim to provide, and we will address this internally to prevent future occurrences.
Your experience is important to us, and we are dedicated to making things right. We hope to restore your confidence in our service by resolving your complaint to your satisfaction.
Thank you for your patience and for allowing us the opportunity to address your concerns.
If you have any further questions or need additional assistance, please do not hesitate to reply to this email using ticket 416499.
Kind regards,
Phindile
MetroFibre Complaints & Escalations
Thank you for bringing your concerns to our attention.
We sincerely apologize for the issues you’ve experienced with the billing of your fibre service. We understand your frustration and regret the inconvenience this situation has caused. We take your feedback seriously and have escalated this matter to our finance management team for urgent review.
Please be assured that we are prioritizing your case and are committed to resolving it as quickly as possible. We also apologize for any poor communication you may have experienced. This does not reflect the standard of service we aim to provide, and we will address this internally to prevent future occurrences.
Your experience is important to us, and we are dedicated to making things right. We hope to restore your confidence in our service by resolving your complaint to your satisfaction.
Thank you for your patience and for allowing us the opportunity to address your concerns.
If you have any further questions or need additional assistance, please do not hesitate to reply to this email using ticket 416499.
Kind regards,
Phindile
MetroFibre Complaints & Escalations