1 reviews | Active since May 2014
Poor Account's Payable Management
I am writing to formally raise serious concerns regarding the financial administration and customer service practices of your subsidiary, Metro Fibre Go.
I have consistently paid my service premiums timeously, in several instances even before an invoice was generated. Despite this, I have experienced repeated issues relating to account management and communication. Queries are not followed up, calls are not returned, and attempts to reach your support team via telephone are unsuccessful, despite the presence of automated systems.
Most concerning is that I was threatened with suspension of my account notwithstanding the fact that I had already provided clear proof of payment via email. This reflects a breakdown in internal processes and an unacceptable level of customer service.
As an empowerment-linked subsidiary operating within a highly competitive telecommunications market, a higher standard of governance, responsiveness, and customer engagement is expected. Failure to address these issues not only places customers at risk but also exposes the organisation to reputational and regulatory consequences.
Should this matter not be resolved promptly, I will have no alternative but to escalate it through the appropriate regulatory channels, including ICASA, and to seek legal recourse for any losses or damages incurred.
I trust that this matter will now receive the urgent attention it warrants and that corrective action will be taken without further delay.
Yours sincerely, P Moodley
Thank you for bringing your concerns to our attention. Your feedback has been escalated for urgent review at management level to ensure a thorough assessment of the issues raised regarding account administration, communication, and the suspension notification.
We acknowledge your confirmation that payments were made timeously and that proof of payment was submitted. A detailed reconciliation of your account is being conducted to verify all transactions, confirm the current account status, and identify where internal processes did not function as expected.
In addition, we are reviewing the communication history on your profile, including email correspondence and telephonic engagement attempts, to determine where follow-ups were not completed and to ensure that appropriate corrective measures are implemented.
A senior representative will make direct contact with you to provide a comprehensive update, confirm the outcome of the account review, and ensure that your services and billing records are accurately aligned.
We value your business and remain committed to restoring your confidence through clear communication, accurate account management, and improved service responsiveness.
Best regards,
Marilize
MetroFibre Complaints & Escalations
Thank you for bringing your concerns to our attention. Your feedback has been escalated for urgent review at management level to ensure a thorough assessment of the issues raised regarding account administration, communication, and the suspension notification.
We acknowledge your confirmation that payments were made timeously and that proof of payment was submitted. A detailed reconciliation of your account is being conducted to verify all transactions, confirm the current account status, and identify where internal processes did not function as expected.
In addition, we are reviewing the communication history on your profile, including email correspondence and telephonic engagement attempts, to determine where follow-ups were not completed and to ensure that appropriate corrective measures are implemented.
A senior representative will make direct contact with you to provide a comprehensive update, confirm the outcome of the account review, and ensure that your services and billing records are accurately aligned.
We value your business and remain committed to restoring your confidence through clear communication, accurate account management, and improved service responsiveness.
Best regards,
Marilize
MetroFibre Complaints & Escalations