Non-existant Client/Support Services

I had a problem with metrofibre wrongly billing me for the first month, I have called and left tickets but gets no answers. The tickets never get answered and just gets closed. I got to a point where I can only tell myself that the support is non-existent.

So I have came to a decision today that I will only have to cancel this line and hand it over to Afrihost, atleast they have a proper client service, I rather pay slightly more and lose on upload speed than deal with a company with no support.

It has been more than two month that I am complaining about the same thing, Here is the last email they asked me to send to the financial department which was still never answered.

to: *** date: 4 May 2023, 09:21 subject: Wrong Billing for invoice; INV966161

Good morning,

I was wrongly billed from my previous invoice which was pro-rated from the 7th. But my service was only active from the 13th of April (17h09 if I can be precise).

The installation was done at the 6th, but metrofibre failed to activate me on the network. The last agent I spoke to just before the activation (I guess his name is Kabelo if I remember correctly) told me that since I am a new customer, I could not be invoiced for a service that I havent received yet, there were supposed to speak to the finance department and get back to me.

I didn’t receive a feedback, so I went out and logged a ticket with finance. The ticket was marked as resolved without any reply. (I guess all your tickets end up that way).

Ticket ***.

My account needs to be credited for those days.

Other Issues:

When making payments, there is no communication that gets sent to the client to acknowledge receipt.

For a client to receive a statement we need to call, while your portal was supposed to do that but it is badly broken.

Your invoice emails should include another attachment for the account statement.

Your clients services cannot just mark tickets as resolved without communicating back to the client.

You claim to be the third largest FNO in SA your company but your organisation has a problem with processes and standards. Please step your game up