CS
Charl S
1 reviews | Active since Jun 2023
14 Jul 2025, 08:40
Pathetic customer support
For the last couple of days my mother has been receiving SMSes demanding payment and final warning messages. Just for some context, the wifi was on my stepfather's name and for more than a year the wifi has been disconnected, we thought that he just canceled it at that time, but looks like he didn't. He passed away a little over a year ago and now they start sending messages. I have sent an email stating that and attached the death certificate but I only got a response with a ticket number and to this moment , no further response. Im not sure I sent it to the right department but I did state that in the email but like I said no further response whatsoever.
Helpful (0)
Replies (4)0
Replies (4)
MetroFibre Networx's replyOfficial
14 Jul 2025, 08:51Dear Charl Strydom,
Thank you for bringing this to our attention.
We understand the distress and confusion caused by receiving payment notifications under such circumstances. Based on what you've described, this matter should have been handled with greater care and sensitivity, especially given the context you've shared regarding your stepfather’s passing.
We’ve located the reference to your original email and supporting documents, and we are now actively reviewing the account linked to those communications. We will ensure this is directed to the appropriate department and prioritised for resolution.
An update will be provided to you shortly, outlining the next steps, and we are committed to handling this matter with the attention and respect it deserves.
I appreciate your patience while we work to resolve this.
Kind regards,
Sibonisile
MetroFibre Complaints & Escalations
Thank you for bringing this to our attention.
We understand the distress and confusion caused by receiving payment notifications under such circumstances. Based on what you've described, this matter should have been handled with greater care and sensitivity, especially given the context you've shared regarding your stepfather’s passing.
We’ve located the reference to your original email and supporting documents, and we are now actively reviewing the account linked to those communications. We will ensure this is directed to the appropriate department and prioritised for resolution.
An update will be provided to you shortly, outlining the next steps, and we are committed to handling this matter with the attention and respect it deserves.
I appreciate your patience while we work to resolve this.
Kind regards,
Sibonisile
MetroFibre Complaints & Escalations
MetroFibre Networx's reply14 Jul 2025, 08:51
Official
Dear Charl Strydom,
Thank you for bringing this to our attention.
We understand the distress and confusion caused by receiving payment notifications under such circumstances. Based on what you've described, this matter should have been handled with greater care and sensitivity, especially given the context you've shared regarding your stepfather’s passing.
We’ve located the reference to your original email and supporting documents, and we are now actively reviewing the account linked to those communications. We will ensure this is directed to the appropriate department and prioritised for resolution.
An update will be provided to you shortly, outlining the next steps, and we are committed to handling this matter with the attention and respect it deserves.
I appreciate your patience while we work to resolve this.
Kind regards,
Sibonisile
MetroFibre Complaints & Escalations
Thank you for bringing this to our attention.
We understand the distress and confusion caused by receiving payment notifications under such circumstances. Based on what you've described, this matter should have been handled with greater care and sensitivity, especially given the context you've shared regarding your stepfather’s passing.
We’ve located the reference to your original email and supporting documents, and we are now actively reviewing the account linked to those communications. We will ensure this is directed to the appropriate department and prioritised for resolution.
An update will be provided to you shortly, outlining the next steps, and we are committed to handling this matter with the attention and respect it deserves.
I appreciate your patience while we work to resolve this.
Kind regards,
Sibonisile
MetroFibre Complaints & Escalations
CS
Charl S's updateReviewer Update
14 Jul 2025, 09:45Ok, thank you so much. I really appreciate it.
CS
Charl S's update14 Jul 2025, 09:45
Reviewer Update
Ok, thank you so much. I really appreciate it.
MetroFibre Networx's replyOfficial
14 Jul 2025, 09:48Thank you.
MetroFibre Networx's reply14 Jul 2025, 09:48
Official
Thank you.
CS
Charl S's updateReviewer Update
25 Jul 2025, 12:24I just want to find out is there is any feedback on the matter, because yet again another sms was sent to my mothers phone saying: silence on the matter is being taken as refusal. But I also got a response to my original email I sent 2 days ago, saying that the email along with the certified death certificate has been received and will be forwarded to the relevant department for investigation and resolution.
CS
Charl S's update25 Jul 2025, 12:24
Reviewer Update
I just want to find out is there is any feedback on the matter, because yet again another sms was sent to my mothers phone saying: silence on the matter is being taken as refusal. But I also got a response to my original email I sent 2 days ago, saying that the email along with the certified death certificate has been received and will be forwarded to the relevant department for investigation and resolution.