1 reviews | Active since Jul 2025
MetroFibre? More like MetroFailure!
This has been one of the most frustrating customer service experiences I’ve dealt with.
A written cancellation was submitted on 11 December 2025, yet MetroFibre still attempted to push the termination date further and continued billing. After multiple emails and follow-ups just to correct their own billing error, they finally issued a credit note on 03 February 2026 acknowledging the overcharge.
That should have resolved the matter. Instead, the process dragged on for weeks.
Their finance department asked for additional documentation to process the refund, which was provided immediately. After that? Silence. No updates, no confirmation, and no payment.
The most concerning part of this entire experience is the lack of accountability and communication. Customers are expected to follow procedures and timelines, yet when the company makes a mistake, resolving it seems to become a drawn-out process with no urgency.
A company providing essential services should at the very least be able to handle cancellations correctly, communicate with customers, and process refunds without months of delays. Unfortunately, this experience shows the opposite!!!
Thank you for bringing this matter to our attention. We acknowledge the frustration caused by the delays in processing your cancellation and refund, as well as the lack of communication experienced.
Your cancellation request and subsequent billing concerns have been noted, including the credit issued on 03 February 2026. We are currently engaging with our finance team to follow up on the status of your refund and to ensure that this matter is brought to finality as soon as possible.
We also recognize the importance of clear and timely communication, and your feedback has been noted for internal review to improve our processes going forward.
You will receive an update from us shortly regarding the progress of your refund. Should you have any additional information to share in the meantime, please feel free to respond to this email.
Thank you for your patience while we work to resolve this matter.
Kind regards,
Sibonisile
MetroFibre Complaints & Escalations
Thank you for bringing this matter to our attention. We acknowledge the frustration caused by the delays in processing your cancellation and refund, as well as the lack of communication experienced.
Your cancellation request and subsequent billing concerns have been noted, including the credit issued on 03 February 2026. We are currently engaging with our finance team to follow up on the status of your refund and to ensure that this matter is brought to finality as soon as possible.
We also recognize the importance of clear and timely communication, and your feedback has been noted for internal review to improve our processes going forward.
You will receive an update from us shortly regarding the progress of your refund. Should you have any additional information to share in the meantime, please feel free to respond to this email.
Thank you for your patience while we work to resolve this matter.
Kind regards,
Sibonisile
MetroFibre Complaints & Escalations
The facts are simple:
- Credit note issued: 03 February 2026
- Refund due: 28 February 2026
- Today: still no refund, no proof of payment
I am not interested in further updates or internal follow-ups. I want my refund processed immediately and proof of payment provided.
Your continued lack of action is proving exactly what I have been saying from the start.Resolve this now!
The facts are simple:
- Credit note issued: 03 February 2026
- Refund due: 28 February 2026
- Today: still no refund, no proof of payment
I am not interested in further updates or internal follow-ups. I want my refund processed immediately and proof of payment provided.
Your continued lack of action is proving exactly what I have been saying from the start.Resolve this now!