TVS
Tanya Von Solms-Jordaan
1 reviews | Active since May 2014
19 Feb 2025, 08:48
Metrofibre - Finance ignores request to contact the client for errors on account
In February 2025 I started getting comms from Metrofibre saying that the services will be suspended due to non-payment. I checked my statement and someone posted a random journal dated 31/12/2024 sometime in January / February 2025. I've sent numerous emails to their finance department requesting someone in Finance to contact me and I would receive a reply that I need to send proof of payment or the services will be suspended. I phoned their Finance department numerous time and there would be no answer and the call was cut. Eventually, after wasting hours of my time, I received an email days later apologising for their mistake AND I am still waiting for someone from Finance to contact me as this was not my first incident on my account. Ironically, their emails mention that you can reach out to Finance anytime.
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Replies (6)0
Replies (6)
MetroFibre Networx's replyOfficial
19 Feb 2025, 09:38Dear Tanya,
Thank you for reaching out and for bringing your concerns to our attention. We appreciate the opportunity to assist in resolving this matter.
We understand your frustration regarding the billing discrepancies and the difficulty in reaching our finance team. Please be assured that we have escalated your concerns directly to the Finance Management Team for further investigation and to ensure they clarify the billing issues with you directly.
A member of the finance team will be in contact with you to address your concerns and provide the necessary clarity on your account.
Best regards,
Marilize
MetroFibre Complaints & Escalations
Thank you for reaching out and for bringing your concerns to our attention. We appreciate the opportunity to assist in resolving this matter.
We understand your frustration regarding the billing discrepancies and the difficulty in reaching our finance team. Please be assured that we have escalated your concerns directly to the Finance Management Team for further investigation and to ensure they clarify the billing issues with you directly.
A member of the finance team will be in contact with you to address your concerns and provide the necessary clarity on your account.
Best regards,
Marilize
MetroFibre Complaints & Escalations
MetroFibre Networx's reply19 Feb 2025, 09:38
Official
Dear Tanya,
Thank you for reaching out and for bringing your concerns to our attention. We appreciate the opportunity to assist in resolving this matter.
We understand your frustration regarding the billing discrepancies and the difficulty in reaching our finance team. Please be assured that we have escalated your concerns directly to the Finance Management Team for further investigation and to ensure they clarify the billing issues with you directly.
A member of the finance team will be in contact with you to address your concerns and provide the necessary clarity on your account.
Best regards,
Marilize
MetroFibre Complaints & Escalations
Thank you for reaching out and for bringing your concerns to our attention. We appreciate the opportunity to assist in resolving this matter.
We understand your frustration regarding the billing discrepancies and the difficulty in reaching our finance team. Please be assured that we have escalated your concerns directly to the Finance Management Team for further investigation and to ensure they clarify the billing issues with you directly.
A member of the finance team will be in contact with you to address your concerns and provide the necessary clarity on your account.
Best regards,
Marilize
MetroFibre Complaints & Escalations
TVS
Tanya Von Solms-Jordaan's updateReviewer Update
21 Feb 2025, 09:52Not surprised that I still have not received a call from the Finance management team.
TVS
Tanya Von Solms-Jordaan's update21 Feb 2025, 09:52
Reviewer Update
Not surprised that I still have not received a call from the Finance management team.
MetroFibre Networx's replyOfficial
21 Feb 2025, 15:03 A request has been sent to the account team to assist urgently.
MetroFibre Networx's reply21 Feb 2025, 15:03
Official
A request has been sent to the account team to assist urgently.
TVS
Tanya Von Solms-Jordaan's updateReviewer Update
26 Feb 2025, 13:13Metrofibre Finance has no intention to contact clients. PSA - Remember to check your statements for duplicate charges.
TVS
Tanya Von Solms-Jordaan's update26 Feb 2025, 13:13
Reviewer Update
Metrofibre Finance has no intention to contact clients. PSA - Remember to check your statements for duplicate charges.
MetroFibre Networx's replyOfficial
26 Feb 2025, 15:48Dear Tanya
We have followed up with the Finance team and requested urgent feedback.
As soon as we receive it, we will let you know.
We do apologise for the delay in the resolution of your query.
Kind Regards,
Siboniso
MetroFibre Complaints and Escalations
We have followed up with the Finance team and requested urgent feedback.
As soon as we receive it, we will let you know.
We do apologise for the delay in the resolution of your query.
Kind Regards,
Siboniso
MetroFibre Complaints and Escalations
MetroFibre Networx's reply26 Feb 2025, 15:48
Official
Dear Tanya
We have followed up with the Finance team and requested urgent feedback.
As soon as we receive it, we will let you know.
We do apologise for the delay in the resolution of your query.
Kind Regards,
Siboniso
MetroFibre Complaints and Escalations
We have followed up with the Finance team and requested urgent feedback.
As soon as we receive it, we will let you know.
We do apologise for the delay in the resolution of your query.
Kind Regards,
Siboniso
MetroFibre Complaints and Escalations
TVS
Tanya Von Solms-Jordaan's updateReviewer Update
26 Feb 2025, 16:33It's been urgent now for almost a month. The finance team has no intention of getting back to clients. Perhaps the clients should visit your office. Perhaps then we'll get some service.
TVS
Tanya Von Solms-Jordaan's update26 Feb 2025, 16:33
Reviewer Update
It's been urgent now for almost a month. The finance team has no intention of getting back to clients. Perhaps the clients should visit your office. Perhaps then we'll get some service.