IN
Istele N
1 reviews | Active since Apr 2019
13 May 2026, 10:41
Poor Customer Feedback
I cancelled my contract with MetroFibre in March 2026. After the cancellation, they confirmed that my account had been overpaid and that a refund was due to me. We are now in the middle of May, and I have still received no refund and no meaningful response from them, despite sending multiple follow-up emails.
It is extremely frustrating dealing with a company that is quick to take payment from customers, but becomes unresponsive when the situation is reversed and money is owed back to the client.
The lack of communication and poor after-service experience has been very disappointing. Based on my experience, I would not recommend them.
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Replies (2)0
Replies (2)
MetroFibre Networx's replyOfficial
13 May 2026, 12:10Dear Istele Nortje
Thank you for sharing your feedback and for outlining your experience clearly.
We acknowledge the delay in processing your refund following the cancellation of your service in March 2026, as well as the lack of timely updates you have received despite your follow-ups. This is not the standard of service we aim to deliver, especially in cases where account closure and refunds are involved.
Your concern regarding the confirmed overpayment and outstanding refund has been escalated for urgent review with the relevant finance team to ensure the matter is finalized without further delay. We will also ensure that the refund status is verified and that clear feedback is provided to you regarding the timeline and processing steps.
We appreciate your patience while this is being attended to, and we will revert with a formal update as soon as possible.
Kind regards,
SibonisileMetroFibre Complaints & Escalations
Thank you for sharing your feedback and for outlining your experience clearly.
We acknowledge the delay in processing your refund following the cancellation of your service in March 2026, as well as the lack of timely updates you have received despite your follow-ups. This is not the standard of service we aim to deliver, especially in cases where account closure and refunds are involved.
Your concern regarding the confirmed overpayment and outstanding refund has been escalated for urgent review with the relevant finance team to ensure the matter is finalized without further delay. We will also ensure that the refund status is verified and that clear feedback is provided to you regarding the timeline and processing steps.
We appreciate your patience while this is being attended to, and we will revert with a formal update as soon as possible.
Kind regards,
SibonisileMetroFibre Complaints & Escalations
MetroFibre Networx's reply13 May 2026, 12:10
Official
Dear Istele Nortje
Thank you for sharing your feedback and for outlining your experience clearly.
We acknowledge the delay in processing your refund following the cancellation of your service in March 2026, as well as the lack of timely updates you have received despite your follow-ups. This is not the standard of service we aim to deliver, especially in cases where account closure and refunds are involved.
Your concern regarding the confirmed overpayment and outstanding refund has been escalated for urgent review with the relevant finance team to ensure the matter is finalized without further delay. We will also ensure that the refund status is verified and that clear feedback is provided to you regarding the timeline and processing steps.
We appreciate your patience while this is being attended to, and we will revert with a formal update as soon as possible.
Kind regards,
SibonisileMetroFibre Complaints & Escalations
Thank you for sharing your feedback and for outlining your experience clearly.
We acknowledge the delay in processing your refund following the cancellation of your service in March 2026, as well as the lack of timely updates you have received despite your follow-ups. This is not the standard of service we aim to deliver, especially in cases where account closure and refunds are involved.
Your concern regarding the confirmed overpayment and outstanding refund has been escalated for urgent review with the relevant finance team to ensure the matter is finalized without further delay. We will also ensure that the refund status is verified and that clear feedback is provided to you regarding the timeline and processing steps.
We appreciate your patience while this is being attended to, and we will revert with a formal update as soon as possible.
Kind regards,
SibonisileMetroFibre Complaints & Escalations
IN
Istele N's updateReviewer Update
13 May 2026, 12:28 Dear Sibonisile,
Thank you for your response and for acknowledging both the delay and the lack of communication regarding my refund. I appreciate that the matter has now been escalated to the finance team for urgent review. However, your response still does not provide any clear timeline or confirmation regarding when the refund will actually be processed and paid. At this stage, the refund has been outstanding since March 2026, despite confirmation from MetroFibre that an overpayment exists and that the amount is due back to me.
While I understand that internal processes may take time, vague feedback such as “as soon as possible” does not provide meaningful resolution or accountability, particularly considering the length of time already elapsed. This is simply a generic response to a customer complaint.
Thank you for your response and for acknowledging both the delay and the lack of communication regarding my refund. I appreciate that the matter has now been escalated to the finance team for urgent review. However, your response still does not provide any clear timeline or confirmation regarding when the refund will actually be processed and paid. At this stage, the refund has been outstanding since March 2026, despite confirmation from MetroFibre that an overpayment exists and that the amount is due back to me.
While I understand that internal processes may take time, vague feedback such as “as soon as possible” does not provide meaningful resolution or accountability, particularly considering the length of time already elapsed. This is simply a generic response to a customer complaint.
IN
Istele N's update13 May 2026, 12:28
Reviewer Update
Dear Sibonisile,
Thank you for your response and for acknowledging both the delay and the lack of communication regarding my refund. I appreciate that the matter has now been escalated to the finance team for urgent review. However, your response still does not provide any clear timeline or confirmation regarding when the refund will actually be processed and paid. At this stage, the refund has been outstanding since March 2026, despite confirmation from MetroFibre that an overpayment exists and that the amount is due back to me.
While I understand that internal processes may take time, vague feedback such as “as soon as possible” does not provide meaningful resolution or accountability, particularly considering the length of time already elapsed. This is simply a generic response to a customer complaint.
Thank you for your response and for acknowledging both the delay and the lack of communication regarding my refund. I appreciate that the matter has now been escalated to the finance team for urgent review. However, your response still does not provide any clear timeline or confirmation regarding when the refund will actually be processed and paid. At this stage, the refund has been outstanding since March 2026, despite confirmation from MetroFibre that an overpayment exists and that the amount is due back to me.
While I understand that internal processes may take time, vague feedback such as “as soon as possible” does not provide meaningful resolution or accountability, particularly considering the length of time already elapsed. This is simply a generic response to a customer complaint.