SVSS
Sai Vibhuti Surujpal Sai
1 reviews | Active since Jul 2025
16 Mar 2026, 13:52
MetroFibre? More like MetroFailure — a company that can’t even handle basic cancellations and refunds properly!!!
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!!!
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Replies (3)0
Replies (3)
MetroFibre Networx's replyOfficial
16 Mar 2026, 14:23Dear Sai,
Thank you for sharing the full detail of your experience.
The concerns you have raised regarding the cancellation timeline, continued billing after written notice, the credit note issued for the overcharge, and the delay in finalising the refund are noted and require full review against the account and finance records. Where documentation has been submitted and a refund process initiated, it is important that the remaining steps are completed with clear communication and confirmed timelines.
Your matter will be escalated for urgent reassessment with the relevant finance team to verify the current refund status, confirm the reason for the delay, and ensure the outstanding action is brought to conclusion. The communication trail will also be reviewed to determine why further updates were not provided after the requested documents were submitted.
Direct feedback will be provided once the responsible team has completed the review and confirmed the next steps.
Best regards,
Marilize
MetroFibre Complaints & Escalations
Thank you for sharing the full detail of your experience.
The concerns you have raised regarding the cancellation timeline, continued billing after written notice, the credit note issued for the overcharge, and the delay in finalising the refund are noted and require full review against the account and finance records. Where documentation has been submitted and a refund process initiated, it is important that the remaining steps are completed with clear communication and confirmed timelines.
Your matter will be escalated for urgent reassessment with the relevant finance team to verify the current refund status, confirm the reason for the delay, and ensure the outstanding action is brought to conclusion. The communication trail will also be reviewed to determine why further updates were not provided after the requested documents were submitted.
Direct feedback will be provided once the responsible team has completed the review and confirmed the next steps.
Best regards,
Marilize
MetroFibre Complaints & Escalations
MetroFibre Networx's reply16 Mar 2026, 14:23
Official
Dear Sai,
Thank you for sharing the full detail of your experience.
The concerns you have raised regarding the cancellation timeline, continued billing after written notice, the credit note issued for the overcharge, and the delay in finalising the refund are noted and require full review against the account and finance records. Where documentation has been submitted and a refund process initiated, it is important that the remaining steps are completed with clear communication and confirmed timelines.
Your matter will be escalated for urgent reassessment with the relevant finance team to verify the current refund status, confirm the reason for the delay, and ensure the outstanding action is brought to conclusion. The communication trail will also be reviewed to determine why further updates were not provided after the requested documents were submitted.
Direct feedback will be provided once the responsible team has completed the review and confirmed the next steps.
Best regards,
Marilize
MetroFibre Complaints & Escalations
Thank you for sharing the full detail of your experience.
The concerns you have raised regarding the cancellation timeline, continued billing after written notice, the credit note issued for the overcharge, and the delay in finalising the refund are noted and require full review against the account and finance records. Where documentation has been submitted and a refund process initiated, it is important that the remaining steps are completed with clear communication and confirmed timelines.
Your matter will be escalated for urgent reassessment with the relevant finance team to verify the current refund status, confirm the reason for the delay, and ensure the outstanding action is brought to conclusion. The communication trail will also be reviewed to determine why further updates were not provided after the requested documents were submitted.
Direct feedback will be provided once the responsible team has completed the review and confirmed the next steps.
Best regards,
Marilize
MetroFibre Complaints & Escalations
SVSS
Sai Vibhuti Surujpal Sai's updateReviewer Update
16 Mar 2026, 14:30Dear Marilize,
Thank you for your response.
However, another “review” of the matter is not necessary. The facts are already clear:
- Cancellation notice submitted: 11 December 2025
- Credit note issued: 03 February 2026
- Credit note due date: 28 February 2026
- Bank confirmation letter already provided as requested
As of today, 16 March 2026, the refund remains outstanding and overdue.
At this stage the matter does not require further internal review. The refund simply needs to be processed and paid.
Please confirm the following today:
- That the refund has been processed
- Proof of payment
- The exact amount refunded
This matter has already been delayed well beyond the communicated timeline, and I will not accept any further internal reviews or processing delays.
If the refund is not processed immediately, I will proceed with formal escalation through the relevant regulatory and dispute channels without further notice.
Account No: SAI135
SVSS
Sai Vibhuti Surujpal Sai's update16 Mar 2026, 14:30
Reviewer Update
Dear Marilize,
Thank you for your response.
However, another “review” of the matter is not necessary. The facts are already clear:
- Cancellation notice submitted: 11 December 2025
- Credit note issued: 03 February 2026
- Credit note due date: 28 February 2026
- Bank confirmation letter already provided as requested
As of today, 16 March 2026, the refund remains outstanding and overdue.
At this stage the matter does not require further internal review. The refund simply needs to be processed and paid.
Please confirm the following today:
- That the refund has been processed
- Proof of payment
- The exact amount refunded
This matter has already been delayed well beyond the communicated timeline, and I will not accept any further internal reviews or processing delays.
If the refund is not processed immediately, I will proceed with formal escalation through the relevant regulatory and dispute channels without further notice.
Account No: SAI135
SVSS
Sai Vibhuti Surujpal Sai's updateReviewer Update
17 Mar 2026, 13:26 Any update on this? Your continued lack of response is proving my exact point about the poor communication and delays.
This refund has already been outstanding far beyond the original timeline. The credit note was due on 28 February 2026, and I am still waiting.
I expect my refund to be processed immediately, along with proof of payment confirming that the funds have been released.
SVSS
Sai Vibhuti Surujpal Sai's update17 Mar 2026, 13:26
Reviewer Update
Any update on this? Your continued lack of response is proving my exact point about the poor communication and delays.
This refund has already been outstanding far beyond the original timeline. The credit note was due on 28 February 2026, and I am still waiting.
I expect my refund to be processed immediately, along with proof of payment confirming that the funds have been released.