KB
Kerry B
1 reviews | Active since Mar 2009
25 Apr 2025, 10:27
MetroFibre - been waiting for a refund since January 2025
I relocated in December 2024 and had to cancel my fibre. I informed MetroFibre well in advance that I needed to cancel the service from 8 December 2024. I received a message stating that under no circumstances was I allowed to remove the router as it was not my property. I arranged for MetroFibre to collect the router on Monday 9 December - they never arrived. My constant emails fell on deaf ears and when I finally handed over the keys of my house on 20 December 2024 I removed the router. MetroFibre eventually sent a courier to collect the router from my workplace a month later. My account was in credit and I am due to be refunded approximately R1,100.00. This still has not happened! I log calls which are just closed without being resolved. I call and am placed on hold and eventually get cut off. How much longer must I wait for my money? MetroFibre were very quick to take my money every month but have made no attempt to pay back the money they owe me. Their staff also don't seem to know the difference between credit and debit. Every time I communicate I get sent an account asking me to pay the money! Customer care is pathetic to say the least. How are calls closed without being solved?
Helpful (0)
Replies (9)0
Replies (9)
MetroFibre Networx's replyOfficial
25 Apr 2025, 10:43Dear Kerry Brooks,
Thank you for bringing this to our attention. We fully acknowledge the frustration and inconvenience you've experienced, especially given the extended timeframe and repeated efforts on your part to resolve this matter.
We are aware that your cancellation request and router return date were communicated well in advance of your relocation in December 2024. It is clear that the lack of follow-through and communication from our side has led to significant delays and confusion—not only regarding the router collection but also in processing your refund.
Please be assured that this issue is now being escalated to our senior support and billing teams for urgent resolution. We are treating this as a priority and will ensure that clear and consistent updates are provided moving forward.
We appreciate your patience throughout this process and are committed to seeing it through to a fair resolution.
Kind regards,
Sibonisile
MetroFibre Complaints & Escalations
Sibonisile
MetroFibre Complaints & Escalations
MetroFibre Networx's reply25 Apr 2025, 10:43
Official
Dear Kerry Brooks,
Thank you for bringing this to our attention. We fully acknowledge the frustration and inconvenience you've experienced, especially given the extended timeframe and repeated efforts on your part to resolve this matter.
We are aware that your cancellation request and router return date were communicated well in advance of your relocation in December 2024. It is clear that the lack of follow-through and communication from our side has led to significant delays and confusion—not only regarding the router collection but also in processing your refund.
Please be assured that this issue is now being escalated to our senior support and billing teams for urgent resolution. We are treating this as a priority and will ensure that clear and consistent updates are provided moving forward.
We appreciate your patience throughout this process and are committed to seeing it through to a fair resolution.
Kind regards,
Sibonisile
MetroFibre Complaints & Escalations
Sibonisile
MetroFibre Complaints & Escalations
KB
Kerry B's updateReviewer Update
25 Apr 2025, 11:06Good day Sibonisile
I appreciate your response but why must I resort to writing a public complaint before I get a response from MetroFibre? It is evident that you value public opinion before you value loyal customers! For me this is a matter of principle - why should big corporates gets away with not refunding their customers? I think the attitude is that you make it as difficult as possible for people to get a response and hopefully they either decide it's not worth their time and effort or ultimately they forget - all the while MetroFibre gets paid interest on this money.
I appreciate your response but why must I resort to writing a public complaint before I get a response from MetroFibre? It is evident that you value public opinion before you value loyal customers! For me this is a matter of principle - why should big corporates gets away with not refunding their customers? I think the attitude is that you make it as difficult as possible for people to get a response and hopefully they either decide it's not worth their time and effort or ultimately they forget - all the while MetroFibre gets paid interest on this money.
KB
Kerry B's update25 Apr 2025, 11:06
Reviewer Update
Good day Sibonisile
I appreciate your response but why must I resort to writing a public complaint before I get a response from MetroFibre? It is evident that you value public opinion before you value loyal customers! For me this is a matter of principle - why should big corporates gets away with not refunding their customers? I think the attitude is that you make it as difficult as possible for people to get a response and hopefully they either decide it's not worth their time and effort or ultimately they forget - all the while MetroFibre gets paid interest on this money.
I appreciate your response but why must I resort to writing a public complaint before I get a response from MetroFibre? It is evident that you value public opinion before you value loyal customers! For me this is a matter of principle - why should big corporates gets away with not refunding their customers? I think the attitude is that you make it as difficult as possible for people to get a response and hopefully they either decide it's not worth their time and effort or ultimately they forget - all the while MetroFibre gets paid interest on this money.
MetroFibre Networx's replyOfficial
25 Apr 2025, 14:55Dear Kerry,
Thank you for bringing your concerns to our attention and for taking the time to share your experience.
We understand the importance of timely communication and efficient service, and we appreciate the opportunity to address and resolve your matter. Please be assured that your concerns have been escalated to the relevant management team for review and resolution.
We remain committed to ensuring that all customer matters, including refund requests, are handled transparently and fairly.
Best regards,
Marilize
MetroFibre Complaints & Escalations
Thank you for bringing your concerns to our attention and for taking the time to share your experience.
We understand the importance of timely communication and efficient service, and we appreciate the opportunity to address and resolve your matter. Please be assured that your concerns have been escalated to the relevant management team for review and resolution.
We remain committed to ensuring that all customer matters, including refund requests, are handled transparently and fairly.
Best regards,
Marilize
MetroFibre Complaints & Escalations
MetroFibre Networx's reply25 Apr 2025, 14:55
Official
Dear Kerry,
Thank you for bringing your concerns to our attention and for taking the time to share your experience.
We understand the importance of timely communication and efficient service, and we appreciate the opportunity to address and resolve your matter. Please be assured that your concerns have been escalated to the relevant management team for review and resolution.
We remain committed to ensuring that all customer matters, including refund requests, are handled transparently and fairly.
Best regards,
Marilize
MetroFibre Complaints & Escalations
Thank you for bringing your concerns to our attention and for taking the time to share your experience.
We understand the importance of timely communication and efficient service, and we appreciate the opportunity to address and resolve your matter. Please be assured that your concerns have been escalated to the relevant management team for review and resolution.
We remain committed to ensuring that all customer matters, including refund requests, are handled transparently and fairly.
Best regards,
Marilize
MetroFibre Complaints & Escalations
KB
Kerry B's updateReviewer Update
07 May 2025, 09:187 working days later and still no response from Metro Fibre despite the message from Sibonisile stating that the matter is being treated as "priority"! Instead all I get is another invoice from Metro Fibre asking me please to pay the outstanding money when I am in CREDIT!
I've contacted the call center and told to hold for Finance and once again I get cut off. No response to my emails regarding the tickets logged.
The responses to my original complaint from Sibonisile and Marilize are nothing short of useless because the status remains the same - more empty promises from Metro Fibre. Quick to respond in public but no action. Once again it is clear that you are only concerned about the company name and not interested in helping customers.
I honestly don't understand what is so difficult? You owe me the money so what is the hold-up and why is it so difficult to respond to my emails and calls regarding the numerous tickets that have been logged?
I've contacted the call center and told to hold for Finance and once again I get cut off. No response to my emails regarding the tickets logged.
The responses to my original complaint from Sibonisile and Marilize are nothing short of useless because the status remains the same - more empty promises from Metro Fibre. Quick to respond in public but no action. Once again it is clear that you are only concerned about the company name and not interested in helping customers.
I honestly don't understand what is so difficult? You owe me the money so what is the hold-up and why is it so difficult to respond to my emails and calls regarding the numerous tickets that have been logged?
KB
Kerry B's update07 May 2025, 09:18
Reviewer Update
7 working days later and still no response from Metro Fibre despite the message from Sibonisile stating that the matter is being treated as "priority"! Instead all I get is another invoice from Metro Fibre asking me please to pay the outstanding money when I am in CREDIT!
I've contacted the call center and told to hold for Finance and once again I get cut off. No response to my emails regarding the tickets logged.
The responses to my original complaint from Sibonisile and Marilize are nothing short of useless because the status remains the same - more empty promises from Metro Fibre. Quick to respond in public but no action. Once again it is clear that you are only concerned about the company name and not interested in helping customers.
I honestly don't understand what is so difficult? You owe me the money so what is the hold-up and why is it so difficult to respond to my emails and calls regarding the numerous tickets that have been logged?
I've contacted the call center and told to hold for Finance and once again I get cut off. No response to my emails regarding the tickets logged.
The responses to my original complaint from Sibonisile and Marilize are nothing short of useless because the status remains the same - more empty promises from Metro Fibre. Quick to respond in public but no action. Once again it is clear that you are only concerned about the company name and not interested in helping customers.
I honestly don't understand what is so difficult? You owe me the money so what is the hold-up and why is it so difficult to respond to my emails and calls regarding the numerous tickets that have been logged?
MetroFibre Networx's replyOfficial
07 May 2025, 09:47Good day Kerry,
Thank you for your continued correspondence.
Your concerns have been acknowledged, and the matter has now been escalated to a senior member of our team for direct handling. We understand that this has taken far too long to resolve, and the lack of follow-through on previous communications has not met the standard you should expect from us.
We are currently reviewing your account and all related tickets to ensure the correct credit balance is reflected and that all further invoicing is accurate. You will receive a direct update from the escalated contact as they take ownership of this case.
We appreciate your patience while this matter is being addressed and are focused on bringing it to resolution without further delays.
Kind regards,
Sibonisile
MetroFibre Complaints & Escalations
Kind regards,
Sibonisile
MetroFibre Complaints & Escalations
MetroFibre Networx's reply07 May 2025, 09:47
Official
Good day Kerry,
Thank you for your continued correspondence.
Your concerns have been acknowledged, and the matter has now been escalated to a senior member of our team for direct handling. We understand that this has taken far too long to resolve, and the lack of follow-through on previous communications has not met the standard you should expect from us.
We are currently reviewing your account and all related tickets to ensure the correct credit balance is reflected and that all further invoicing is accurate. You will receive a direct update from the escalated contact as they take ownership of this case.
We appreciate your patience while this matter is being addressed and are focused on bringing it to resolution without further delays.
Kind regards,
Sibonisile
MetroFibre Complaints & Escalations
Kind regards,
Sibonisile
MetroFibre Complaints & Escalations
KB
Kerry B's updateReviewer Update
07 May 2025, 10:48Sibonisile, please don't waste my time responding with this ******* - it's basically a generic message which says nothing. You have had 4 months to check if the balance is correct and still nothing has been done. No-one has taken any ownership of the matter in 4 months so please don't insult my intelligence with messages that mean absolutely nothing.
I don't have patience for institutions that rip others off and I certainly don't have patience for pathetic service.
I don't have patience for institutions that rip others off and I certainly don't have patience for pathetic service.
KB
Kerry B's update07 May 2025, 10:48
Reviewer Update
Sibonisile, please don't waste my time responding with this ******* - it's basically a generic message which says nothing. You have had 4 months to check if the balance is correct and still nothing has been done. No-one has taken any ownership of the matter in 4 months so please don't insult my intelligence with messages that mean absolutely nothing.
I don't have patience for institutions that rip others off and I certainly don't have patience for pathetic service.
I don't have patience for institutions that rip others off and I certainly don't have patience for pathetic service.
MetroFibre Networx's replyOfficial
07 May 2025, 11:28Good Day
Our Finance department has sent a request to your e-mail, for the bank confirmation letter in PDF format. This will ensure that the payment is made to the correct account..
Kind regards,
Siboniso
MetroFibre Complaints & Escalations
Our Finance department has sent a request to your e-mail, for the bank confirmation letter in PDF format. This will ensure that the payment is made to the correct account..
Kind regards,
Siboniso
MetroFibre Complaints & Escalations
MetroFibre Networx's reply07 May 2025, 11:28
Official
Good Day
Our Finance department has sent a request to your e-mail, for the bank confirmation letter in PDF format. This will ensure that the payment is made to the correct account..
Kind regards,
Siboniso
MetroFibre Complaints & Escalations
Our Finance department has sent a request to your e-mail, for the bank confirmation letter in PDF format. This will ensure that the payment is made to the correct account..
Kind regards,
Siboniso
MetroFibre Complaints & Escalations
KB
Kerry B's updateReviewer Update
08 May 2025, 08:23Siboniso, for the record, my banking details were sent in PDF, to your finance department on 16 January 2025. I was told the re-fund will take 30 days!!! We both know that never happened - we are in May 2025 and I am still waiting for this matter to be resolved. I re-sent updated banking details yesterday and I was told it will take another 30 days to resolve. I am NOT accepting that. If the re-fund is not paid over within 48 hours, I will be coming to your offices.
Your finance department is beyond useless and pathetic.
Your finance department is beyond useless and pathetic.
KB
Kerry B's update08 May 2025, 08:23
Reviewer Update
Siboniso, for the record, my banking details were sent in PDF, to your finance department on 16 January 2025. I was told the re-fund will take 30 days!!! We both know that never happened - we are in May 2025 and I am still waiting for this matter to be resolved. I re-sent updated banking details yesterday and I was told it will take another 30 days to resolve. I am NOT accepting that. If the re-fund is not paid over within 48 hours, I will be coming to your offices.
Your finance department is beyond useless and pathetic.
Your finance department is beyond useless and pathetic.
MetroFibre Networx's replyOfficial
08 May 2025, 09:53Dear Kerry Brooks
Thank you for your email.
We acknowledge receipt of your message and understand your frustration regarding the delay in your refund. Please be assured that we are currently reviewing the matter and will provide you with an update as soon as possible.
We take this issue seriously and have escalated it for urgent attention. You will be updated shortly regarding the progress.
Thank you for your patience while we resolve this.
Kind regards,
Sibonisile
Kind regards,
Sibonisile
MetroFibre Complaints & Escalations
MetroFibre Networx's reply08 May 2025, 09:53
Official
Dear Kerry Brooks
Thank you for your email.
We acknowledge receipt of your message and understand your frustration regarding the delay in your refund. Please be assured that we are currently reviewing the matter and will provide you with an update as soon as possible.
We take this issue seriously and have escalated it for urgent attention. You will be updated shortly regarding the progress.
Thank you for your patience while we resolve this.
Kind regards,
Sibonisile
Kind regards,
Sibonisile
MetroFibre Complaints & Escalations