Poor service

Good evening,

Ticket number - ***

I must express my deep frustration and dissatisfaction with the service I have received from MetroFibre.

Sequence of events -

- I app**** for fibre-to-the-home on 29th of September and my line was activated on the 2nd of October (after multiple calls and escalations). I then received a bill for R 1,658.57, which I believe is inaccurate.

-Since my line was only activated on October 2nd, the pro-rata bill should have commenced from October 3rd. Instead: 1. I was billed R 859.57 for October, and 2. R799 (the full subscription amount) for November, totalling R 1,658.57.

- I queried this amount on October 30th and was told to wait for my statement.

-After receiving the statement, I called and an official ticket was opened with the finance department.

- After no feedback on the ticket I phoned numerous times and was transferred repeatedly between agents.

- On one call the finance agent told me I was billed this amount “because of VAT”. I corrected them and demonstrated that since my line was activated on October 2nd, it is impossible for the pro-rata amount to be more than the full R 799 subscription.

- I called again for an update and was told the matter was “with management” and to wait for feedback.

- On November 7th, I called again after not receiving feedback on email, and later received an email stating : “credit investigation completed and awaiting approval from management.”

- I followed up twice by telephone and email and have again been ignored.

- I have since received a notice of my account being in arrears and have received a suspension notice - both forwarded to support and evidently ignored.

I have spoken to at least eight agents, none capable of assisting with escalation or resolution. I work from home and rely on a stable internet connection. A deactivation of the line will cause real financial harm.

Today is November 10th and in 2 weeks I am expected to pay another instalment of R799 (bringing the cumulative billed amount to R 2,397.90) for what I consider unsatisfactory service. I refuse to pay for poor service and a billing process that appears incorrect.

I requested an escalation contact without resolution, and will now pursue alternative methods to ensure my complaint is addressed.

Please treat this email as a formal written complaint (despite previous notifications being ignored) and billing dispute in terms of your published Complaints Procedure.

If I do not receive a satisfactory response from a manager by 12pm tomorrow (November 11th) , I will escalate this further to the Independent Communications Authority of South Africa and explore other consumer-protection channels.

Look forward to your response.