Most unprofessional ISP we've dealt with!

Where to start?! We have a 200MB line and a phone line with MetroFiber. My husband and I backed MetroFiber and encouraged our entire complex to get MetroFiber installed because we've heard nothing but great reviews. My husband was the complex Chairman at the time.

We've had an account with MetroFiber for almost 2 years now we had the highest of hopes for MetroFiber and they have disappointed us with every communication.

Here are some irritations we have faced thus far: Our account was cancelled: we never app**** for cancellation in the first place. Then we spent two weeks fighting with MetroFiber to get the account open again.

Bad communication internally: Due to the shifts at MetroFiber (day and night shift) inter-department communication is non-existent. If we had an issue and chatted to the night staff about it, it had to go to billing. The next morning the billing people will have no idea what happened. And this is where we start with the billing issues. We have surmised that the departments don't communicate and that's when double-billing happens.

Billing issues: When the accounts are reinstated, they said they reinstated the debit order. The first time round they had a random bank account that's not my husband's account. So the debit order never happened. We had to pay via eft. Then once it was fixed, come the end of the month, they don't do a debit. Then we receive a notice to tell us if we don't pay we will be cut off. Back and forth with the accounts department. We've gone from account 001 to 004: that's how many times they've messed up and had to reinstate an account.

Now this month the same issue happened again. Their email said they can't do debits over the weekend, so we did an eft and send the proof of payment. The next day (a Saturday) they debit the bank account, which means we have paid twice - again for the service!

Disconnection of our phone line: I run a business from home. I rely on the internet and my landline to work. Our phone has been disconnected twice. And when we ask why or what the issue was we never get a legitimate response.

My husband has emailed department heads and management and has asked for answers, we've yet to hear back from anyone - poor customer service.

Today my husband sent a cancellation email to the cancellations department. Where he outlined why we are cancelling and what poor service we have received.

We received an unprofessional and quite frankly hostile reply or automated response. And nowhere does it state that our complaint will be taken up by management. - again very poor customer service. Shouldn't you be trying to encourage your paying customers to stay?

We are so disappointed in this company and would not recommend this business to anyone.