No response on queries

Hi MetroFibre

On the 16th of December I made a mistake by paying my ftth account which is not in arrears the amount over R2400! I sent email with proof of payment to your finance account but nobody responded to date and also logged a ticket on self portal requesting refund and still no one has attended to it. How long does it take to respond back to your customers whether with solution or not?

Again on the 25th you have debited monthly payment leaving my account in negative. The money I paid reflects in my account and is shocking that you had to run debit order even though I usually pay my account via EFT for a year and few months that I have been with you

Now I need to know what’s going to happen to my money since you are not responding to refund request and continuing to debit for other months?

How do we get help in this company? We understand is festive and probably work on skeleton staff but attending to a query shouldn’t take two weeks

Account DIE108