NO COMMUNICATION

I made an order on the 13th of July, and till today I still haven't had fibre installed. Apparently there is an extra fee I have to pay, which is a shortage of what metrofibre is paying the installer (Private contractor). I followed up and the consultant said "Oh there's an outstanding fee which needs to be paid, I just need to check if it has to be paid by you or us, will call you back in a moment", she never did, I called again, different consultant, I get the same response.

So on Friday, I called again on Friday afternoon, I get told that the shortfall is due to be paid by me, because "Metrofibre covers certain meterage when doing installs, but mine requires more material etc." I say okay, so what is "certain meters", and what is the difference? why have I not received an email with the update and the additional invoice, or simply get called back and have someone explain to me, I am literally hunting you guys down for what you are supposed to do. She asks me to hold, she needs to call someone from the department and ask for me. She calls then tells me the same thing, Metrofibre pays the contractor up to R10000 for an installation, yours is more, I ask by how many meters? how did you come up with that estimate? I get no answer. She then tells me, I'll follow up with the maintenance department, ask about how the payment should be made, then call you back, It won't take more than 2 hours, and she never did call back.

So in my mind, there is no way to really prove what I have to pay the extra amount for. No one at Metrofibre has bothered to follow up or even make sure that the contractor is submitting proper figures. I don't want to imagine how it's then like to get customer service/support from them after signing up. And I was looking at reviews on Hello Peter, they have a 1.88 out of 5 stars. Worse of all is that the "Customer service" people are just random people working from home(I heard dogs barking and cars etc in the background), and they know nothing about the processes.

I am really disappointed at the lack of communication, and care, but Judging by the other reviews, it seems I have dodged a bullet, and can't imagine how horrible customer support is once you have paid them!!!