1 reviews | Active since Jul 2019
MetroFibre Charging for No Service – Possible CPA Violation
I am extremely dissatisfied with MetroFibre’s billing practices, which I believe may be in violation of the Consumer Protection Act. My fibre service was suspended on 12 March 2026. Only after this did I request cancellation due to poor service. Despite having no service for most of the month, I was still charged the full R999 for March, which I paid. Additionally, I was charged R750 for a change of address, despite no technician visit, no installation, and no testing being carried out. In terms of the Consumer Protection Act: Section 54 states that consumers have the right to services performed in a manner that is fair and of reasonable quality. Section 48 prohibits unfair, unreasonable, or unjust pricing. Section 41 prohibits misleading or deceptive representations. Charging for services not rendered and applying fees without delivering any service appears to be a direct violation of these provisions. I am requesting: A full refund of R999 (charged for no service) Reversal of the R750 address change fee Immediate closure of my account with no further charges If this matter is not resolved urgently, I will escalate it to the CPA
Thank you for sharing the detail of your concerns regarding the billing app**** to your account and the sequence of events surrounding your service suspension and cancellation request.
Your feedback relating to the March billing, the address change charge, and the account closure request has been noted and escalated for urgent review by the relevant billing and account management teams. Particular attention has been requested on the charges app****, the service status during the billing period, and the account history linked to the change-of-address request.
The responsible teams will need to assess the account records and provide feedback on the charges raised, together with clarification on the current account status and any further action required.
We appreciate you bringing this matter to our attention for focused review.
Best regards,
Marilize
MetroFibre Complaints & Escalations
Thank you for sharing the detail of your concerns regarding the billing app**** to your account and the sequence of events surrounding your service suspension and cancellation request.
Your feedback relating to the March billing, the address change charge, and the account closure request has been noted and escalated for urgent review by the relevant billing and account management teams. Particular attention has been requested on the charges app****, the service status during the billing period, and the account history linked to the change-of-address request.
The responsible teams will need to assess the account records and provide feedback on the charges raised, together with clarification on the current account status and any further action required.
We appreciate you bringing this matter to our attention for focused review.
Best regards,
Marilize
MetroFibre Complaints & Escalations