1 reviews | Active since Feb 2023
Paid for Services Never Used – Horrible customer services
I am extremely disappointed with Metrofibre’s conduct.
I moved out of Waterfall Crest in May 2025 (after living there for 4 years) and never activated or used their WiFi services after moving. I informed their agent at the time that I would not be taking up the monthly subscription (which also was removed as a packahe deal from tenats, suddenly we needed to pay for it) and i then requested that my account be cancelled. I have not lived at Waterfall Crest since, nor have I even had their router in my possession.
Despite this, I kept receiving threatening emails demanding payment. To put an end to the harassment, I made payment — but I demand a full refund as I did not use the service at all and im still awaiting feedback of investigation from their support team from an agent called Keatlegile.
On 15 July, I received an email from Keatlegile stating that they were investigating my ticket and would provide feedback. That was over a month ago now, and I have received no update despite multiple follow-ups.
If this matter is not resolved immediately and my refund processed, I will escalate it to the Consumer Goods and Services Ombudsman and all relevant regulatory bodies.
Metrofibre, do the right thing: refund my payment and close this matter.
Thank you for reaching out and bringing this matter to our attention.
We acknowledge your concern regarding the charges incurred for services not used following your relocation from Waterfall Crest in May 2025. We also note your previous communications with our agent, Keatlegile, and the pending investigation.
We understand the seriousness of your claim and the frustration caused by the delay in resolution. As such, we have escalated your case to our Customer Experience Management team for urgent review. They will prioritize your refund request and conduct a thorough investigation into the account handling and service cancellation process.
We are committed to resolving this matter fairly and promptly.
Kind regards,
Sibonisile MetroFibre Complaints & Escalations
,
Thank you for reaching out and bringing this matter to our attention.
We acknowledge your concern regarding the charges incurred for services not used following your relocation from Waterfall Crest in May 2025. We also note your previous communications with our agent, Keatlegile, and the pending investigation.
We understand the seriousness of your claim and the frustration caused by the delay in resolution. As such, we have escalated your case to our Customer Experience Management team for urgent review. They will prioritize your refund request and conduct a thorough investigation into the account handling and service cancellation process.
We are committed to resolving this matter fairly and promptly.
Kind regards,
Sibonisile MetroFibre Complaints & Escalations
,
I moved out of Waterfall Crest, Block 7 Unit 8, on 31 May 2025, and notified Metro Fibre that I no longer lived there nor used their services. Despite this, I continued receiving harassing WhatsApp messages, phone calls, SMS threats, and emails demanding payment for services I did not use.Out of frustration, I even paid the amount they were demanding, despite not being liable. I have since requested a refund.
On 12 August 2025, Metro Fibre responded, stating:"We acknowledge your concern…we have escalated your case to our Customer Experience Management team for urgent review. They will prioritize your refund request and conduct a thorough investigation."\
It is now weeks later, and nothing has been resolved. Instead of doing their job, I am still being harassed with threats about money I do not owe.
I am demanding that Metro Fibre:
- Stop all harassing communication immediately.
- Provide written confirmation that I owe nothing.
- Refund me in full for the money I paid under duress.
This matter has been dragging on for far too long. If it is not resolved by Monday, I will proceed with legal actionthrough consumer protection authorities.I have proof of all harassment messages and payments made.
Metro Fibre – do your job.
I moved out of Waterfall Crest, Block 7 Unit 8, on 31 May 2025, and notified Metro Fibre that I no longer lived there nor used their services. Despite this, I continued receiving harassing WhatsApp messages, phone calls, SMS threats, and emails demanding payment for services I did not use.Out of frustration, I even paid the amount they were demanding, despite not being liable. I have since requested a refund.
On 12 August 2025, Metro Fibre responded, stating:"We acknowledge your concern…we have escalated your case to our Customer Experience Management team for urgent review. They will prioritize your refund request and conduct a thorough investigation."\
It is now weeks later, and nothing has been resolved. Instead of doing their job, I am still being harassed with threats about money I do not owe.
I am demanding that Metro Fibre:
- Stop all harassing communication immediately.
- Provide written confirmation that I owe nothing.
- Refund me in full for the money I paid under duress.
This matter has been dragging on for far too long. If it is not resolved by Monday, I will proceed with legal actionthrough consumer protection authorities.I have proof of all harassment messages and payments made.
Metro Fibre – do your job.
We have sent your query to the Finance Department and requested them to provide you with the requested information.
Kind regards,
SibonisoMetroFibre Complaints & Escalations
We have sent your query to the Finance Department and requested them to provide you with the requested information.
Kind regards,
SibonisoMetroFibre Complaints & Escalations