nG
nokuthula G
1 reviews | Active since Nov 2013
02 Apr 2025, 18:52
Poor customer service
I've been trying to get Metrofibre resolve the billing issue where they charge me R499 instead of R399. I signed a contract for 20Mbps/20Mbps @R399 and later they asked if I want to upgrade to 50Mbps/50Mbps and I agreed to that but the following day I sent an email telling them to cancel because I won't afford to pay for the upgraded line. What they did after that is increase the premium but the line speed remained the same. I complained and asked them to correct that but no one is interested in fixing this error. I started paying for the account via EFT and send the proof of payment monthly. This is a month-to-month contract. If I miss a single payment the service is disconnected. The suspension is only removed after they receive the payment. The problem I have is that they keep adding the extra R99 to my bill and they are not will to correct their mistake because i cannot pay for a 50Mbps/50Mbps line when I still on the 20Mbps/20Mbps. They just act like they don't understand what I'm talking about yet I have explained this a number of times to them. This is so frustrating and I'm really tired of dealing with the same issue over and over again. I send the POP's every time but whenever I ask them to correct my bill they are always missing the POP's that I send and they do send the acknowledgment every time they receive them.
Right now my line is suspended yet I sent the POP for the payment made today. What am I paying for exactly?
Helpful (0)
Replies (9)0
Replies (9)
MetroFibre Networx's replyOfficial
02 Apr 2025, 19:02Dear Nokuthula Gumede,
Thank you for reaching out to us. We have escalated your query to the Accounts team for urgent assistance. They will be looking into the matter and will be in touch with you directly to resolve the billing issue.
We understand your frustration, and we want to ensure that this matter is addressed promptly and accurately. If you have any further details or additional documentation, please feel free to share them, and we will ensure that they are passed on to the relevant team for review.
We appreciate your patience as this is being handled.
Kind regards,
Sibonisile
MetroFibre Complaints & Escalations
Thank you for reaching out to us. We have escalated your query to the Accounts team for urgent assistance. They will be looking into the matter and will be in touch with you directly to resolve the billing issue.
We understand your frustration, and we want to ensure that this matter is addressed promptly and accurately. If you have any further details or additional documentation, please feel free to share them, and we will ensure that they are passed on to the relevant team for review.
We appreciate your patience as this is being handled.
Kind regards,
Sibonisile
MetroFibre Complaints & Escalations
MetroFibre Networx's reply02 Apr 2025, 19:02
Official
Dear Nokuthula Gumede,
Thank you for reaching out to us. We have escalated your query to the Accounts team for urgent assistance. They will be looking into the matter and will be in touch with you directly to resolve the billing issue.
We understand your frustration, and we want to ensure that this matter is addressed promptly and accurately. If you have any further details or additional documentation, please feel free to share them, and we will ensure that they are passed on to the relevant team for review.
We appreciate your patience as this is being handled.
Kind regards,
Sibonisile
MetroFibre Complaints & Escalations
Thank you for reaching out to us. We have escalated your query to the Accounts team for urgent assistance. They will be looking into the matter and will be in touch with you directly to resolve the billing issue.
We understand your frustration, and we want to ensure that this matter is addressed promptly and accurately. If you have any further details or additional documentation, please feel free to share them, and we will ensure that they are passed on to the relevant team for review.
We appreciate your patience as this is being handled.
Kind regards,
Sibonisile
MetroFibre Complaints & Escalations
MetroFibre Networx's replyOfficial
04 Apr 2025, 10:33Thank you for reaching out. I apologize for the delay and understand the urgency of this matter. I have escalated your query to the relevant department, and they are currently reviewing your case. I will follow up with them immediately to get an update and ensure your issue is resolved as quickly as possible.We appreciate your patience and will keep you informed on the progress.
MetroFibre Networx's reply04 Apr 2025, 10:33
Official
Thank you for reaching out. I apologize for the delay and understand the urgency of this matter. I have escalated your query to the relevant department, and they are currently reviewing your case. I will follow up with them immediately to get an update and ensure your issue is resolved as quickly as possible.We appreciate your patience and will keep you informed on the progress.
nG
nokuthula G's updateReviewer Update
04 Apr 2025, 15:14Hi Mtrofibre, please find the root cause for this issue. You have the recording in your system which talks about the upgrade you were proposing. All the details are there and compare that to what happened from that time until now. Another thing you should take into consideration is why the line was left open if there wan an issue with the payments. I signed a month to month contract. Why was was the service not terminated if you didn’t receive payments. Who is supposed to suspend/terminate the service between us? Is that my responsibility or yours? Why am I asked to resubmit the proof of payment if your staff is doing their work?
Please note that a month to month contract does not to a point where you are owed so much if the people responsible to capture the payments do their work. This was going to be picked up very early if it was a problem not the bill is so high.. The person responsible should fix this. One more thing, when you listen to recornding you will hear that I was promissed an upgrade and check your records to see the upgrade ever happened yet the premium increase but the line speed remained the same. Why should I pay for something Im not receiving. Please get the responsible people and sort your problems out and reinstate my line. I waa not even given a turn around time for the investigation you said you were doing. You didn’t even talk to me and left a message with a child instead of calling me back
Please note that a month to month contract does not to a point where you are owed so much if the people responsible to capture the payments do their work. This was going to be picked up very early if it was a problem not the bill is so high.. The person responsible should fix this. One more thing, when you listen to recornding you will hear that I was promissed an upgrade and check your records to see the upgrade ever happened yet the premium increase but the line speed remained the same. Why should I pay for something Im not receiving. Please get the responsible people and sort your problems out and reinstate my line. I waa not even given a turn around time for the investigation you said you were doing. You didn’t even talk to me and left a message with a child instead of calling me back
nG
nokuthula G's update04 Apr 2025, 15:14
Reviewer Update
Hi Mtrofibre, please find the root cause for this issue. You have the recording in your system which talks about the upgrade you were proposing. All the details are there and compare that to what happened from that time until now. Another thing you should take into consideration is why the line was left open if there wan an issue with the payments. I signed a month to month contract. Why was was the service not terminated if you didn’t receive payments. Who is supposed to suspend/terminate the service between us? Is that my responsibility or yours? Why am I asked to resubmit the proof of payment if your staff is doing their work?
Please note that a month to month contract does not to a point where you are owed so much if the people responsible to capture the payments do their work. This was going to be picked up very early if it was a problem not the bill is so high.. The person responsible should fix this. One more thing, when you listen to recornding you will hear that I was promissed an upgrade and check your records to see the upgrade ever happened yet the premium increase but the line speed remained the same. Why should I pay for something Im not receiving. Please get the responsible people and sort your problems out and reinstate my line. I waa not even given a turn around time for the investigation you said you were doing. You didn’t even talk to me and left a message with a child instead of calling me back
Please note that a month to month contract does not to a point where you are owed so much if the people responsible to capture the payments do their work. This was going to be picked up very early if it was a problem not the bill is so high.. The person responsible should fix this. One more thing, when you listen to recornding you will hear that I was promissed an upgrade and check your records to see the upgrade ever happened yet the premium increase but the line speed remained the same. Why should I pay for something Im not receiving. Please get the responsible people and sort your problems out and reinstate my line. I waa not even given a turn around time for the investigation you said you were doing. You didn’t even talk to me and left a message with a child instead of calling me back
nG
nokuthula G's updateReviewer Update
05 Apr 2025, 09:06Metrofibre, please provide the following as you are not interested in looking into this problem.
1. Provide a copy of the recording where you asked to upgrade the line to 50x50 Mbps
2. Proved the evidence that shows that the line was upgraded from that time until now
3. Provide evidence the bill started to change from R400 to R499
4. Provide a letter sent to me informing me about the price increase.
1. Provide a copy of the recording where you asked to upgrade the line to 50x50 Mbps
2. Proved the evidence that shows that the line was upgraded from that time until now
3. Provide evidence the bill started to change from R400 to R499
4. Provide a letter sent to me informing me about the price increase.
nG
nokuthula G's update05 Apr 2025, 09:06
Reviewer Update
Metrofibre, please provide the following as you are not interested in looking into this problem.
1. Provide a copy of the recording where you asked to upgrade the line to 50x50 Mbps
2. Proved the evidence that shows that the line was upgraded from that time until now
3. Provide evidence the bill started to change from R400 to R499
4. Provide a letter sent to me informing me about the price increase.
1. Provide a copy of the recording where you asked to upgrade the line to 50x50 Mbps
2. Proved the evidence that shows that the line was upgraded from that time until now
3. Provide evidence the bill started to change from R400 to R499
4. Provide a letter sent to me informing me about the price increase.
MetroFibre Networx's replyOfficial
05 Apr 2025, 17:35Dear Nokuthula Gumede
I hope you are well. I wanted to confirm that we have escalated your matter to the relevant department, and they will be assisting with this issue moving forward.
Thank you for your cooperation and understanding. If you need further assistance, feel free to reach out.
Kind regards,
Sibonisile
MetroFibre Complaints & Escalations
I hope you are well. I wanted to confirm that we have escalated your matter to the relevant department, and they will be assisting with this issue moving forward.
Thank you for your cooperation and understanding. If you need further assistance, feel free to reach out.
Kind regards,
Sibonisile
MetroFibre Complaints & Escalations
MetroFibre Networx's reply05 Apr 2025, 17:35
Official
Dear Nokuthula Gumede
I hope you are well. I wanted to confirm that we have escalated your matter to the relevant department, and they will be assisting with this issue moving forward.
Thank you for your cooperation and understanding. If you need further assistance, feel free to reach out.
Kind regards,
Sibonisile
MetroFibre Complaints & Escalations
I hope you are well. I wanted to confirm that we have escalated your matter to the relevant department, and they will be assisting with this issue moving forward.
Thank you for your cooperation and understanding. If you need further assistance, feel free to reach out.
Kind regards,
Sibonisile
MetroFibre Complaints & Escalations
MetroFibre Networx's replyOfficial
05 Apr 2025, 19:41 Thank you for sharing your concerns with us. I understand your frustration, and I want to assure you that we have requested a more detailed investigation into your case to ensure that we get to the bottom of the issue. We are committed to resolving this matter in a thorough and timely manner.
MetroFibre Networx's reply05 Apr 2025, 19:41
Official
Thank you for sharing your concerns with us. I understand your frustration, and I want to assure you that we have requested a more detailed investigation into your case to ensure that we get to the bottom of the issue. We are committed to resolving this matter in a thorough and timely manner.
nG
nokuthula G's updateReviewer Update
07 Apr 2025, 21:15I see you are really enjoying this game you are playing with me. Where is my feedback on the questions I asked! You just closed a ticket and marked as resolved. Where are the findings?
Please enlighten me how this ticket was resolved? I haven’t received any of the information I asked for. I haven’t a right to be given an explanation of how this call was resolved. I haven’t heard a word from you yet the call is already closed from your susten. I deserve an answer to all the questions I asked and I want that recording and the letter for the price increase addressed to me. You make up stories shat proof that you investigated and what were your findings. I haven’t received the recording for the upgrade, no email directed to me telling me about the price increase.
In case you didn’t know when you investigate a case you get the findings and thats how you to a conclusion of what really transpired. Updat your ticket with the findings. It doesn’t look like your staff knows what they are doing. Do you even have a manager who checks these things? Please give me something usable. I have rights as a customer and I am fully aware how these caes are dealt with so please do a proper investigation if you fail find someone who has an idea how these things work. Share all that information I requested I am definitely taking this further.
Please enlighten me how this ticket was resolved? I haven’t received any of the information I asked for. I haven’t a right to be given an explanation of how this call was resolved. I haven’t heard a word from you yet the call is already closed from your susten. I deserve an answer to all the questions I asked and I want that recording and the letter for the price increase addressed to me. You make up stories shat proof that you investigated and what were your findings. I haven’t received the recording for the upgrade, no email directed to me telling me about the price increase.
In case you didn’t know when you investigate a case you get the findings and thats how you to a conclusion of what really transpired. Updat your ticket with the findings. It doesn’t look like your staff knows what they are doing. Do you even have a manager who checks these things? Please give me something usable. I have rights as a customer and I am fully aware how these caes are dealt with so please do a proper investigation if you fail find someone who has an idea how these things work. Share all that information I requested I am definitely taking this further.
nG
nokuthula G's update07 Apr 2025, 21:15
Reviewer Update
I see you are really enjoying this game you are playing with me. Where is my feedback on the questions I asked! You just closed a ticket and marked as resolved. Where are the findings?
Please enlighten me how this ticket was resolved? I haven’t received any of the information I asked for. I haven’t a right to be given an explanation of how this call was resolved. I haven’t heard a word from you yet the call is already closed from your susten. I deserve an answer to all the questions I asked and I want that recording and the letter for the price increase addressed to me. You make up stories shat proof that you investigated and what were your findings. I haven’t received the recording for the upgrade, no email directed to me telling me about the price increase.
In case you didn’t know when you investigate a case you get the findings and thats how you to a conclusion of what really transpired. Updat your ticket with the findings. It doesn’t look like your staff knows what they are doing. Do you even have a manager who checks these things? Please give me something usable. I have rights as a customer and I am fully aware how these caes are dealt with so please do a proper investigation if you fail find someone who has an idea how these things work. Share all that information I requested I am definitely taking this further.
Please enlighten me how this ticket was resolved? I haven’t received any of the information I asked for. I haven’t a right to be given an explanation of how this call was resolved. I haven’t heard a word from you yet the call is already closed from your susten. I deserve an answer to all the questions I asked and I want that recording and the letter for the price increase addressed to me. You make up stories shat proof that you investigated and what were your findings. I haven’t received the recording for the upgrade, no email directed to me telling me about the price increase.
In case you didn’t know when you investigate a case you get the findings and thats how you to a conclusion of what really transpired. Updat your ticket with the findings. It doesn’t look like your staff knows what they are doing. Do you even have a manager who checks these things? Please give me something usable. I have rights as a customer and I am fully aware how these caes are dealt with so please do a proper investigation if you fail find someone who has an idea how these things work. Share all that information I requested I am definitely taking this further.
nG
nokuthula G's updateReviewer Update
08 Apr 2025, 05:17What is the turn around time of your investigation. I can’t wait forever
nG
nokuthula G's update08 Apr 2025, 05:17
Reviewer Update
What is the turn around time of your investigation. I can’t wait forever
MetroFibre Networx's replyOfficial
08 Apr 2025, 09:14Dear Nokuthula,
We’d like to confirm that your billing concerns have been addressed through responses on fault tickets 670315 and 677604. Kindly refer to the feedback provided on these tickets for details regarding your query.
Should you require any further clarity or assistance, please don’t hesitate to let us know — we’re here to help.
Best regards,
Marilize
MetroFibre Complaints & Escalations
We’d like to confirm that your billing concerns have been addressed through responses on fault tickets 670315 and 677604. Kindly refer to the feedback provided on these tickets for details regarding your query.
Should you require any further clarity or assistance, please don’t hesitate to let us know — we’re here to help.
Best regards,
Marilize
MetroFibre Complaints & Escalations
MetroFibre Networx's reply08 Apr 2025, 09:14
Official
Dear Nokuthula,
We’d like to confirm that your billing concerns have been addressed through responses on fault tickets 670315 and 677604. Kindly refer to the feedback provided on these tickets for details regarding your query.
Should you require any further clarity or assistance, please don’t hesitate to let us know — we’re here to help.
Best regards,
Marilize
MetroFibre Complaints & Escalations
We’d like to confirm that your billing concerns have been addressed through responses on fault tickets 670315 and 677604. Kindly refer to the feedback provided on these tickets for details regarding your query.
Should you require any further clarity or assistance, please don’t hesitate to let us know — we’re here to help.
Best regards,
Marilize
MetroFibre Complaints & Escalations