MM
Melody M
1 reviews | Active since Mar 2014
06 May 2023, 10:33
NO SERVICE FOR 4 DAYS.
Its been 4 days and I have no service. I have logged tickets nothing done, used their whatsapp- they ask for your email, names and contact details, then no response- 3 hours later they ask you to confirm your details again. Used chat function and was told there is an outage and they dont know when it will be restored. Used email they told me my service has been cancelled without telling me and worst of all I already paid.Dont bother calling because no one picks up the phone. Metrofibre is worse than Telkom!! They have ZERO customer service or I should say their customer service is just there to ask you to confirm your details that's it!
Helpful (0)
Replies (5)0
Replies (5)
MetroFibre Networx's replyOfficial
08 May 2023, 08:38Good day Melody.
You have not received the service you deserve, and we want to sincerely apologise for this. Our Complaints agents will investigate further, and we will update you once we have the facts as to why your service has been cancelled.
Kind regards
Sunet
You have not received the service you deserve, and we want to sincerely apologise for this. Our Complaints agents will investigate further, and we will update you once we have the facts as to why your service has been cancelled.
Kind regards
Sunet
MetroFibre Networx's reply08 May 2023, 08:38
Official
Good day Melody.
You have not received the service you deserve, and we want to sincerely apologise for this. Our Complaints agents will investigate further, and we will update you once we have the facts as to why your service has been cancelled.
Kind regards
Sunet
You have not received the service you deserve, and we want to sincerely apologise for this. Our Complaints agents will investigate further, and we will update you once we have the facts as to why your service has been cancelled.
Kind regards
Sunet
MM
Melody M's updateReviewer Update
08 May 2023, 11:36Simple things are complicated by a group of people who dont seem to know what they are doing never mind solving issues.
Did I request cancellation? NO. Did I pay for the service? YES. a simple two step check to get facts that should take less than 15min but no, everyone decides lets keep the client without service for more days while we look for reasons and am I supposed to be happy that I am receiving reasons and explanations instead of the service I paid for? Thats what MetroFibre thinks is the best thing to do now, the very best way MetroFibre solves the problem. The definition of great customer service at MetroFibre!!
Did I request cancellation? NO. Did I pay for the service? YES. a simple two step check to get facts that should take less than 15min but no, everyone decides lets keep the client without service for more days while we look for reasons and am I supposed to be happy that I am receiving reasons and explanations instead of the service I paid for? Thats what MetroFibre thinks is the best thing to do now, the very best way MetroFibre solves the problem. The definition of great customer service at MetroFibre!!
MM
Melody M's update08 May 2023, 11:36
Reviewer Update
Simple things are complicated by a group of people who dont seem to know what they are doing never mind solving issues.
Did I request cancellation? NO. Did I pay for the service? YES. a simple two step check to get facts that should take less than 15min but no, everyone decides lets keep the client without service for more days while we look for reasons and am I supposed to be happy that I am receiving reasons and explanations instead of the service I paid for? Thats what MetroFibre thinks is the best thing to do now, the very best way MetroFibre solves the problem. The definition of great customer service at MetroFibre!!
Did I request cancellation? NO. Did I pay for the service? YES. a simple two step check to get facts that should take less than 15min but no, everyone decides lets keep the client without service for more days while we look for reasons and am I supposed to be happy that I am receiving reasons and explanations instead of the service I paid for? Thats what MetroFibre thinks is the best thing to do now, the very best way MetroFibre solves the problem. The definition of great customer service at MetroFibre!!
MM
Dear Melody
Thank you for your continued patience.
I can confirm, per our email communication, that your service has been reinstated as of 11 May 2023.
This is NOT good enough. I already paid for the months service, for 10 days I did not have the service. A credit note for the 2 weeks lost must be issued for the next month(June), Finance must adjust the debit order once the credit note is issued.
Melody M's updateReviewer Update
15 May 2023, 15:27Dear Melody
Thank you for your continued patience.
I can confirm, per our email communication, that your service has been reinstated as of 11 May 2023.
This is NOT good enough. I already paid for the months service, for 10 days I did not have the service. A credit note for the 2 weeks lost must be issued for the next month(June), Finance must adjust the debit order once the credit note is issued.
MM
Melody M's update15 May 2023, 15:27
Reviewer Update
Dear Melody
Thank you for your continued patience.
I can confirm, per our email communication, that your service has been reinstated as of 11 May 2023.
This is NOT good enough. I already paid for the months service, for 10 days I did not have the service. A credit note for the 2 weeks lost must be issued for the next month(June), Finance must adjust the debit order once the credit note is issued.
MetroFibre Networx's replyOfficial
17 May 2023, 10:59Dear Melody
Please note that a credit investigation is in progress with our support team.
We will be in contact to provide feedback once approved by our Finance team.
Kind Regards
Marilize
Please note that a credit investigation is in progress with our support team.
We will be in contact to provide feedback once approved by our Finance team.
Kind Regards
Marilize
MetroFibre Networx's reply17 May 2023, 10:59
Official
Dear Melody
Please note that a credit investigation is in progress with our support team.
We will be in contact to provide feedback once approved by our Finance team.
Kind Regards
Marilize
Please note that a credit investigation is in progress with our support team.
We will be in contact to provide feedback once approved by our Finance team.
Kind Regards
Marilize
MM
Melody M's updateReviewer Update
05 Jun 2023, 10:42It is now June and no one has come rectified the lost 2 weeks I was without service. Instead I have been sent a higher invoice by your Finance people.
MM
Melody M's update05 Jun 2023, 10:42
Reviewer Update
It is now June and no one has come rectified the lost 2 weeks I was without service. Instead I have been sent a higher invoice by your Finance people.