CH
Caro H
1 reviews | Active since Sept 2014
18 Nov 2024, 06:54
MetroFibre - Non responsive communication
I've been trying to cancel my service from Sep 24, 2024 at 3:01 PM - Please note your support ticket 422421 has been generated. I received a support ticket for each email that I sent, but Metro Fibre did not reply back - now only after numerous Email's, phoning Metro Fibre, making use of the WhatsApp number, I get a very short Email back on 13 Nov 2024; Good day we trust you are well , You still owe us for the month of October. Kind Regards: Finance Team. The service is paid in advance. If they responded timeously and cancelled the service on the day it was requested, this would have been resolved and I did not need to give a very bad review on HelloPeter.
Helpful (0)
Replies (5)0
Replies (5)
MetroFibre Networx's replyOfficial
18 Nov 2024, 07:07Dear Caro Human,
First, we would like to sincerely apologize for the frustration and inconvenience you've experienced while trying to resolve this matter. We understand that you've been attempting to cancel your service since September 24, 2024, and have not received the timely responses or support you deserve. We deeply regret the delay in our communication and the oversight regarding your cancellation request.
Please be assured that we are taking this matter very seriously. We have escalated your concern to the relevant department, and we are investigating why your previous attempts were not properly addressed. We fully understand that the service is paid in advance, and we are responsible for ensuring such requests are handled promptly and efficiently.
Once again, we apologize for your poor experience and fully acknowledge the frustration caused by this situation. Your feedback is invaluable to us, and we will ensure that it is addressed swiftly.
We will provide you with an update as soon as we have further information. In the meantime, if you have any additional questions or concerns, please don’t hesitate to reach out.
Thank you for your patience and understanding.
Kind regards,
Sibonisile
MetroFibre Complaints and Escalations
First, we would like to sincerely apologize for the frustration and inconvenience you've experienced while trying to resolve this matter. We understand that you've been attempting to cancel your service since September 24, 2024, and have not received the timely responses or support you deserve. We deeply regret the delay in our communication and the oversight regarding your cancellation request.
Please be assured that we are taking this matter very seriously. We have escalated your concern to the relevant department, and we are investigating why your previous attempts were not properly addressed. We fully understand that the service is paid in advance, and we are responsible for ensuring such requests are handled promptly and efficiently.
Once again, we apologize for your poor experience and fully acknowledge the frustration caused by this situation. Your feedback is invaluable to us, and we will ensure that it is addressed swiftly.
We will provide you with an update as soon as we have further information. In the meantime, if you have any additional questions or concerns, please don’t hesitate to reach out.
Thank you for your patience and understanding.
Kind regards,
Sibonisile
MetroFibre Complaints and Escalations
MetroFibre Networx's reply18 Nov 2024, 07:07
Official
Dear Caro Human,
First, we would like to sincerely apologize for the frustration and inconvenience you've experienced while trying to resolve this matter. We understand that you've been attempting to cancel your service since September 24, 2024, and have not received the timely responses or support you deserve. We deeply regret the delay in our communication and the oversight regarding your cancellation request.
Please be assured that we are taking this matter very seriously. We have escalated your concern to the relevant department, and we are investigating why your previous attempts were not properly addressed. We fully understand that the service is paid in advance, and we are responsible for ensuring such requests are handled promptly and efficiently.
Once again, we apologize for your poor experience and fully acknowledge the frustration caused by this situation. Your feedback is invaluable to us, and we will ensure that it is addressed swiftly.
We will provide you with an update as soon as we have further information. In the meantime, if you have any additional questions or concerns, please don’t hesitate to reach out.
Thank you for your patience and understanding.
Kind regards,
Sibonisile
MetroFibre Complaints and Escalations
First, we would like to sincerely apologize for the frustration and inconvenience you've experienced while trying to resolve this matter. We understand that you've been attempting to cancel your service since September 24, 2024, and have not received the timely responses or support you deserve. We deeply regret the delay in our communication and the oversight regarding your cancellation request.
Please be assured that we are taking this matter very seriously. We have escalated your concern to the relevant department, and we are investigating why your previous attempts were not properly addressed. We fully understand that the service is paid in advance, and we are responsible for ensuring such requests are handled promptly and efficiently.
Once again, we apologize for your poor experience and fully acknowledge the frustration caused by this situation. Your feedback is invaluable to us, and we will ensure that it is addressed swiftly.
We will provide you with an update as soon as we have further information. In the meantime, if you have any additional questions or concerns, please don’t hesitate to reach out.
Thank you for your patience and understanding.
Kind regards,
Sibonisile
MetroFibre Complaints and Escalations
CH
Caro H's updateReviewer Update
18 Nov 2024, 07:15Good day,
Thank you for the prompt reply. Metro Fibre Complaints have been copied since 11 October 2024. It is disappointing that one has to complain, before getting a response.
Regards,
Caro
---------- Forwarded message ---------
From: Caro Human <***>
Date: Thu, Nov 7, 2024 at 10:30 AM
Subject: Fwd: CAR2176: Statement Metro Fibre
To: <***>, FTTH Finance <***>
---------- Forwarded message ---------
From: Caro Human <***>
Date: Wed, Nov 6, 2024 at 8:56 AM
Subject: Fwd: CAR2176: Statement Metro Fibre
To: <***>
Good day Metro Fibre,
Please assist in resolving the cancellation of the service, as the departments involved do not follow through and I keep on receiving an invoice and suspension notices.
I don't want to be blacklisted by Metro Fibre due to the company's inability to cancel a service when requested.
CAR2176: Statement Metro Fibre
Regards,Caro
---------- Forwarded message ---------
From: Caro Human <***>
Date: Wed, Nov 6, 2024 at 7:13 AM
Subject: Fwd: CAR2176: Statement Metro Fibre
To: MetroFibre Cancellations <***>, FTTH Finance <***>
Dear Metro Fibre,
This service was cancelled - please see notice below.
---------- Forwarded message ---------
From: MetroFibre Cancellations <***>
Date: Mon, Oct 14, 2024 at 6:01 PM
Subject: RE: [EXTERNAL] Fwd: MetroFibre - Suspension Notice - CAR2176
To: Caro Human <***>, FTTH Finance <***>
Dear Valued Customer
Service Cancellation and CPE Retrieval
Cancellation request received, termination date set for the 31 October 2024ONT/ Router collection date 31 October 2024 Please take note(Cancellation is valid for the remainder of the specific month, from when the cancellation request was received) *NB* Please take note you are liable for the billing for that specific month.)
We value all of our customers and sincerely hope that we can provide you with services again in the future. We would like to remind you that all network equipment provided when agreeing remains the property of MetroFibre as set out in our Terms and Conditions. Please confirm when you are vacating the premises and if you would like us to arrange collection of the ONT device. (If it’s a change of ISP, an equipment swop will be conducted. The router will be exchanged for a ONT.)
Should you have any queries or wish to discuss, please contact ***. From: Caro Human <***>
Sent: Friday, 11 October 2024 08:14
To: MetroFibre Cancellations <***>; FTTH Finance <***>
Subject: [EXTERNAL] Fwd: MetroFibre - Suspension Notice - CAR2176
---------- Forwarded message ---------
From: MetroFibre <***>
Date: Tue, Nov 5, 2024 at 11:17 PM
Subject: CAR2176: Statement Metro Fibre
To: <***>
Dear Caro Human,
Please find attached, your current statement for your convenience. Please note that this is an automated email and any reply to this email will not be responded to.
Kindly note that your fibre internet service is a prepaid service, which means that your monthly invoice needs to be paid in advance for the month ahead.
We are pleased to advise that you can pay instantly using your unique Pay@ link found on your invoice or below. Pay@ is a secure instant payment platform. By clicking on the link, you can choose your preferred payment option including instant EFT, Zapper, Snapscan or bank card and pay instantly!
Your Unique Pay@ Link: https://payat.io/qr/11186CAR2176
If your payment method is by electronic funds transfer (EFT), please use your MetroFibre account number CAR2176, listed at the top of your invoice, as your payment/beneficiary reference. Payment is required by the 5th of each month to ensure uninterrupted service. Please send proof of payment to ***.
Should you have any queries or concerns, please do not hesitate to contact us on *** or ***.
Regards
MetroFibre
Thank you for the prompt reply. Metro Fibre Complaints have been copied since 11 October 2024. It is disappointing that one has to complain, before getting a response.
Regards,
Caro
---------- Forwarded message ---------
From: Caro Human <***>
Date: Thu, Nov 7, 2024 at 10:30 AM
Subject: Fwd: CAR2176: Statement Metro Fibre
To: <***>, FTTH Finance <***>
---------- Forwarded message ---------
From: Caro Human <***>
Date: Wed, Nov 6, 2024 at 8:56 AM
Subject: Fwd: CAR2176: Statement Metro Fibre
To: <***>
Good day Metro Fibre,
Please assist in resolving the cancellation of the service, as the departments involved do not follow through and I keep on receiving an invoice and suspension notices.
I don't want to be blacklisted by Metro Fibre due to the company's inability to cancel a service when requested.
CAR2176: Statement Metro Fibre
Regards,Caro
---------- Forwarded message ---------
From: Caro Human <***>
Date: Wed, Nov 6, 2024 at 7:13 AM
Subject: Fwd: CAR2176: Statement Metro Fibre
To: MetroFibre Cancellations <***>, FTTH Finance <***>
Dear Metro Fibre,
This service was cancelled - please see notice below.
---------- Forwarded message ---------
From: MetroFibre Cancellations <***>
Date: Mon, Oct 14, 2024 at 6:01 PM
Subject: RE: [EXTERNAL] Fwd: MetroFibre - Suspension Notice - CAR2176
To: Caro Human <***>, FTTH Finance <***>
Dear Valued Customer
Service Cancellation and CPE Retrieval
Cancellation request received, termination date set for the 31 October 2024ONT/ Router collection date 31 October 2024 Please take note(Cancellation is valid for the remainder of the specific month, from when the cancellation request was received) *NB* Please take note you are liable for the billing for that specific month.)
We value all of our customers and sincerely hope that we can provide you with services again in the future. We would like to remind you that all network equipment provided when agreeing remains the property of MetroFibre as set out in our Terms and Conditions. Please confirm when you are vacating the premises and if you would like us to arrange collection of the ONT device. (If it’s a change of ISP, an equipment swop will be conducted. The router will be exchanged for a ONT.)
Should you have any queries or wish to discuss, please contact ***. From: Caro Human <***>
Sent: Friday, 11 October 2024 08:14
To: MetroFibre Cancellations <***>; FTTH Finance <***>
Subject: [EXTERNAL] Fwd: MetroFibre - Suspension Notice - CAR2176
---------- Forwarded message ---------
From: MetroFibre <***>
Date: Tue, Nov 5, 2024 at 11:17 PM
Subject: CAR2176: Statement Metro Fibre
To: <***>
Dear Caro Human,
Please find attached, your current statement for your convenience. Please note that this is an automated email and any reply to this email will not be responded to.
Kindly note that your fibre internet service is a prepaid service, which means that your monthly invoice needs to be paid in advance for the month ahead.
We are pleased to advise that you can pay instantly using your unique Pay@ link found on your invoice or below. Pay@ is a secure instant payment platform. By clicking on the link, you can choose your preferred payment option including instant EFT, Zapper, Snapscan or bank card and pay instantly!
Your Unique Pay@ Link: https://payat.io/qr/11186CAR2176
If your payment method is by electronic funds transfer (EFT), please use your MetroFibre account number CAR2176, listed at the top of your invoice, as your payment/beneficiary reference. Payment is required by the 5th of each month to ensure uninterrupted service. Please send proof of payment to ***.
Should you have any queries or concerns, please do not hesitate to contact us on *** or ***.
Regards
MetroFibre
CH
Caro H's update18 Nov 2024, 07:15
Reviewer Update
Good day,
Thank you for the prompt reply. Metro Fibre Complaints have been copied since 11 October 2024. It is disappointing that one has to complain, before getting a response.
Regards,
Caro
---------- Forwarded message ---------
From: Caro Human <***>
Date: Thu, Nov 7, 2024 at 10:30 AM
Subject: Fwd: CAR2176: Statement Metro Fibre
To: <***>, FTTH Finance <***>
---------- Forwarded message ---------
From: Caro Human <***>
Date: Wed, Nov 6, 2024 at 8:56 AM
Subject: Fwd: CAR2176: Statement Metro Fibre
To: <***>
Good day Metro Fibre,
Please assist in resolving the cancellation of the service, as the departments involved do not follow through and I keep on receiving an invoice and suspension notices.
I don't want to be blacklisted by Metro Fibre due to the company's inability to cancel a service when requested.
CAR2176: Statement Metro Fibre
Regards,Caro
---------- Forwarded message ---------
From: Caro Human <***>
Date: Wed, Nov 6, 2024 at 7:13 AM
Subject: Fwd: CAR2176: Statement Metro Fibre
To: MetroFibre Cancellations <***>, FTTH Finance <***>
Dear Metro Fibre,
This service was cancelled - please see notice below.
---------- Forwarded message ---------
From: MetroFibre Cancellations <***>
Date: Mon, Oct 14, 2024 at 6:01 PM
Subject: RE: [EXTERNAL] Fwd: MetroFibre - Suspension Notice - CAR2176
To: Caro Human <***>, FTTH Finance <***>
Dear Valued Customer
Service Cancellation and CPE Retrieval
Cancellation request received, termination date set for the 31 October 2024ONT/ Router collection date 31 October 2024 Please take note(Cancellation is valid for the remainder of the specific month, from when the cancellation request was received) *NB* Please take note you are liable for the billing for that specific month.)
We value all of our customers and sincerely hope that we can provide you with services again in the future. We would like to remind you that all network equipment provided when agreeing remains the property of MetroFibre as set out in our Terms and Conditions. Please confirm when you are vacating the premises and if you would like us to arrange collection of the ONT device. (If it’s a change of ISP, an equipment swop will be conducted. The router will be exchanged for a ONT.)
Should you have any queries or wish to discuss, please contact ***. From: Caro Human <***>
Sent: Friday, 11 October 2024 08:14
To: MetroFibre Cancellations <***>; FTTH Finance <***>
Subject: [EXTERNAL] Fwd: MetroFibre - Suspension Notice - CAR2176
---------- Forwarded message ---------
From: MetroFibre <***>
Date: Tue, Nov 5, 2024 at 11:17 PM
Subject: CAR2176: Statement Metro Fibre
To: <***>
Dear Caro Human,
Please find attached, your current statement for your convenience. Please note that this is an automated email and any reply to this email will not be responded to.
Kindly note that your fibre internet service is a prepaid service, which means that your monthly invoice needs to be paid in advance for the month ahead.
We are pleased to advise that you can pay instantly using your unique Pay@ link found on your invoice or below. Pay@ is a secure instant payment platform. By clicking on the link, you can choose your preferred payment option including instant EFT, Zapper, Snapscan or bank card and pay instantly!
Your Unique Pay@ Link: https://payat.io/qr/11186CAR2176
If your payment method is by electronic funds transfer (EFT), please use your MetroFibre account number CAR2176, listed at the top of your invoice, as your payment/beneficiary reference. Payment is required by the 5th of each month to ensure uninterrupted service. Please send proof of payment to ***.
Should you have any queries or concerns, please do not hesitate to contact us on *** or ***.
Regards
MetroFibre
Thank you for the prompt reply. Metro Fibre Complaints have been copied since 11 October 2024. It is disappointing that one has to complain, before getting a response.
Regards,
Caro
---------- Forwarded message ---------
From: Caro Human <***>
Date: Thu, Nov 7, 2024 at 10:30 AM
Subject: Fwd: CAR2176: Statement Metro Fibre
To: <***>, FTTH Finance <***>
---------- Forwarded message ---------
From: Caro Human <***>
Date: Wed, Nov 6, 2024 at 8:56 AM
Subject: Fwd: CAR2176: Statement Metro Fibre
To: <***>
Good day Metro Fibre,
Please assist in resolving the cancellation of the service, as the departments involved do not follow through and I keep on receiving an invoice and suspension notices.
I don't want to be blacklisted by Metro Fibre due to the company's inability to cancel a service when requested.
CAR2176: Statement Metro Fibre
Regards,Caro
---------- Forwarded message ---------
From: Caro Human <***>
Date: Wed, Nov 6, 2024 at 7:13 AM
Subject: Fwd: CAR2176: Statement Metro Fibre
To: MetroFibre Cancellations <***>, FTTH Finance <***>
Dear Metro Fibre,
This service was cancelled - please see notice below.
---------- Forwarded message ---------
From: MetroFibre Cancellations <***>
Date: Mon, Oct 14, 2024 at 6:01 PM
Subject: RE: [EXTERNAL] Fwd: MetroFibre - Suspension Notice - CAR2176
To: Caro Human <***>, FTTH Finance <***>
Dear Valued Customer
Service Cancellation and CPE Retrieval
Cancellation request received, termination date set for the 31 October 2024ONT/ Router collection date 31 October 2024 Please take note(Cancellation is valid for the remainder of the specific month, from when the cancellation request was received) *NB* Please take note you are liable for the billing for that specific month.)
We value all of our customers and sincerely hope that we can provide you with services again in the future. We would like to remind you that all network equipment provided when agreeing remains the property of MetroFibre as set out in our Terms and Conditions. Please confirm when you are vacating the premises and if you would like us to arrange collection of the ONT device. (If it’s a change of ISP, an equipment swop will be conducted. The router will be exchanged for a ONT.)
Should you have any queries or wish to discuss, please contact ***. From: Caro Human <***>
Sent: Friday, 11 October 2024 08:14
To: MetroFibre Cancellations <***>; FTTH Finance <***>
Subject: [EXTERNAL] Fwd: MetroFibre - Suspension Notice - CAR2176
---------- Forwarded message ---------
From: MetroFibre <***>
Date: Tue, Nov 5, 2024 at 11:17 PM
Subject: CAR2176: Statement Metro Fibre
To: <***>
Dear Caro Human,
Please find attached, your current statement for your convenience. Please note that this is an automated email and any reply to this email will not be responded to.
Kindly note that your fibre internet service is a prepaid service, which means that your monthly invoice needs to be paid in advance for the month ahead.
We are pleased to advise that you can pay instantly using your unique Pay@ link found on your invoice or below. Pay@ is a secure instant payment platform. By clicking on the link, you can choose your preferred payment option including instant EFT, Zapper, Snapscan or bank card and pay instantly!
Your Unique Pay@ Link: https://payat.io/qr/11186CAR2176
If your payment method is by electronic funds transfer (EFT), please use your MetroFibre account number CAR2176, listed at the top of your invoice, as your payment/beneficiary reference. Payment is required by the 5th of each month to ensure uninterrupted service. Please send proof of payment to ***.
Should you have any queries or concerns, please do not hesitate to contact us on *** or ***.
Regards
MetroFibre
MetroFibre Networx's replyOfficial
18 Nov 2024, 07:31We do apologize, communication and ticket were well received, we are liaising with our accounts and will update you soon.
MetroFibre Networx's reply18 Nov 2024, 07:31
Official
We do apologize, communication and ticket were well received, we are liaising with our accounts and will update you soon.
CH
Caro H's updateReviewer Update
18 Nov 2024, 07:43Thank you.
CH
Caro H's update18 Nov 2024, 07:43
Reviewer Update
Thank you.
MetroFibre Networx's replyOfficial
18 Nov 2024, 07:45Thank you.
MetroFibre Networx's reply18 Nov 2024, 07:45
Official
Thank you.