LD
Lunga D
1 reviews | Active since Mar 2019
08 Nov 2023, 18:30
Poor service. Finance team is non-existent
My debit order has not been set up 2 months after asking for it to be and I get told my WiFi will be cut if I don’t pay.
On the other hand. I have money that I was told would be paid back to me within 7 - 10 business days. I am still waiting.
Calls from finance are never answered. They are always busy even if you call 3 minutes after they open. The only people who work in that company are the support agents. I’ve sent an email to complaints and yet to hear from them.
Utter disgust in this service.
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Replies (2)0
Replies (2)
MetroFibre Networx's replyOfficial
09 Nov 2023, 09:54Dear Lunga
I would like to extend my sincerest apologies for the inconvenience you have experienced regarding your billing and the delayed refund process. Your feedback is invaluable, and I want to assure you that we are committed to resolving these issues as quickly as possible.
Regarding your debit order setup, I understand that it has been delayed for two months despite your initial request. This is certainly not the level of service we aim to provide. I want to assure you that we have raised this matter with our finance team as an urgent priority. They will investigate the delay and ensure that your debit order is set up promptly to prevent any further disruptions to your WiFi service.
Furthermore, I understand your frustration with the delay in receiving your refund. This delay is not in line with our standard procedures, and we are taking your concerns seriously. Our finance team will investigate the status of your refund and expedite the process to ensure you receive your funds without any further delay.
I apologize for the difficulties you've faced in reaching our finance department by phone. We understand your frustration, and we are working to improve our phone support availability to assist our valued customers promptly.
Additionally, your email to the complaints department has not been overlooked. Our team is actively reviewing your concerns, and you will receive a response from us shortly to address any outstanding issues.
We appreciate your patience and understanding as we work to rectify these matters. Rest assured, we are dedicated to providing you with the quality service you deserve.
Once again, I apologize for any inconvenience you have faced, and we are committed to delivering a swift resolution to these issues.
Thank you for choosing MetroFibre, and we look forward to improving your experience with us.
Best Wishes
Marilize
I would like to extend my sincerest apologies for the inconvenience you have experienced regarding your billing and the delayed refund process. Your feedback is invaluable, and I want to assure you that we are committed to resolving these issues as quickly as possible.
Regarding your debit order setup, I understand that it has been delayed for two months despite your initial request. This is certainly not the level of service we aim to provide. I want to assure you that we have raised this matter with our finance team as an urgent priority. They will investigate the delay and ensure that your debit order is set up promptly to prevent any further disruptions to your WiFi service.
Furthermore, I understand your frustration with the delay in receiving your refund. This delay is not in line with our standard procedures, and we are taking your concerns seriously. Our finance team will investigate the status of your refund and expedite the process to ensure you receive your funds without any further delay.
I apologize for the difficulties you've faced in reaching our finance department by phone. We understand your frustration, and we are working to improve our phone support availability to assist our valued customers promptly.
Additionally, your email to the complaints department has not been overlooked. Our team is actively reviewing your concerns, and you will receive a response from us shortly to address any outstanding issues.
We appreciate your patience and understanding as we work to rectify these matters. Rest assured, we are dedicated to providing you with the quality service you deserve.
Once again, I apologize for any inconvenience you have faced, and we are committed to delivering a swift resolution to these issues.
Thank you for choosing MetroFibre, and we look forward to improving your experience with us.
Best Wishes
Marilize
MetroFibre Networx's reply09 Nov 2023, 09:54
Official
Dear Lunga
I would like to extend my sincerest apologies for the inconvenience you have experienced regarding your billing and the delayed refund process. Your feedback is invaluable, and I want to assure you that we are committed to resolving these issues as quickly as possible.
Regarding your debit order setup, I understand that it has been delayed for two months despite your initial request. This is certainly not the level of service we aim to provide. I want to assure you that we have raised this matter with our finance team as an urgent priority. They will investigate the delay and ensure that your debit order is set up promptly to prevent any further disruptions to your WiFi service.
Furthermore, I understand your frustration with the delay in receiving your refund. This delay is not in line with our standard procedures, and we are taking your concerns seriously. Our finance team will investigate the status of your refund and expedite the process to ensure you receive your funds without any further delay.
I apologize for the difficulties you've faced in reaching our finance department by phone. We understand your frustration, and we are working to improve our phone support availability to assist our valued customers promptly.
Additionally, your email to the complaints department has not been overlooked. Our team is actively reviewing your concerns, and you will receive a response from us shortly to address any outstanding issues.
We appreciate your patience and understanding as we work to rectify these matters. Rest assured, we are dedicated to providing you with the quality service you deserve.
Once again, I apologize for any inconvenience you have faced, and we are committed to delivering a swift resolution to these issues.
Thank you for choosing MetroFibre, and we look forward to improving your experience with us.
Best Wishes
Marilize
I would like to extend my sincerest apologies for the inconvenience you have experienced regarding your billing and the delayed refund process. Your feedback is invaluable, and I want to assure you that we are committed to resolving these issues as quickly as possible.
Regarding your debit order setup, I understand that it has been delayed for two months despite your initial request. This is certainly not the level of service we aim to provide. I want to assure you that we have raised this matter with our finance team as an urgent priority. They will investigate the delay and ensure that your debit order is set up promptly to prevent any further disruptions to your WiFi service.
Furthermore, I understand your frustration with the delay in receiving your refund. This delay is not in line with our standard procedures, and we are taking your concerns seriously. Our finance team will investigate the status of your refund and expedite the process to ensure you receive your funds without any further delay.
I apologize for the difficulties you've faced in reaching our finance department by phone. We understand your frustration, and we are working to improve our phone support availability to assist our valued customers promptly.
Additionally, your email to the complaints department has not been overlooked. Our team is actively reviewing your concerns, and you will receive a response from us shortly to address any outstanding issues.
We appreciate your patience and understanding as we work to rectify these matters. Rest assured, we are dedicated to providing you with the quality service you deserve.
Once again, I apologize for any inconvenience you have faced, and we are committed to delivering a swift resolution to these issues.
Thank you for choosing MetroFibre, and we look forward to improving your experience with us.
Best Wishes
Marilize
LD
Lunga D's updateReviewer Update
14 Nov 2023, 23:52Let me save you guys some time. Here’s an update on what has happened since Marilize wrote the above response 5 -going on 6 days ago.
I received an email from complaints basically summarising the above after I left the 1 star.
- firstly, no one from the MetroFibre team reached out to me… I had to call in again because I received a statement that money was deducted from the refund that was meant to have reflected a week ago. After calling I was told by lady who assisted me Keoratile, that the refund still actually hadn’t been actioned and it took her about 20 or so minutes to do so. Proving that this is in-fact a result of a lack of organisational leadership, competency, operations efficiency and professionalism. During this call Keoratile was also able to assist with setting my debit order up…. Again I guess. I have also asked that a team lead or higher up contact me, but it seems that’s as of a wish of seeing Santa.
- I was told even publicly that I’d be reached out to. I have not been. I was told even by Keoratile that my email from the finance department was received but no one bothered to respond.
There is no form of compensation to the inconveniences.No accountability. Nothing.
I am not one for reviews, I am not one to complain or be negative and it takes a lot of me to write up a storm but I have been put so off by this company that I am convinced that it’s seeing my last days.
Thank you Duduzile, Mthokozisi and Keoratile for your attempts. The rest of the leaders there… goodluck sustaining this service.
I received an email from complaints basically summarising the above after I left the 1 star.
- firstly, no one from the MetroFibre team reached out to me… I had to call in again because I received a statement that money was deducted from the refund that was meant to have reflected a week ago. After calling I was told by lady who assisted me Keoratile, that the refund still actually hadn’t been actioned and it took her about 20 or so minutes to do so. Proving that this is in-fact a result of a lack of organisational leadership, competency, operations efficiency and professionalism. During this call Keoratile was also able to assist with setting my debit order up…. Again I guess. I have also asked that a team lead or higher up contact me, but it seems that’s as of a wish of seeing Santa.
- I was told even publicly that I’d be reached out to. I have not been. I was told even by Keoratile that my email from the finance department was received but no one bothered to respond.
There is no form of compensation to the inconveniences.No accountability. Nothing.
I am not one for reviews, I am not one to complain or be negative and it takes a lot of me to write up a storm but I have been put so off by this company that I am convinced that it’s seeing my last days.
Thank you Duduzile, Mthokozisi and Keoratile for your attempts. The rest of the leaders there… goodluck sustaining this service.
LD
Lunga D's update14 Nov 2023, 23:52
Reviewer Update
Let me save you guys some time. Here’s an update on what has happened since Marilize wrote the above response 5 -going on 6 days ago.
I received an email from complaints basically summarising the above after I left the 1 star.
- firstly, no one from the MetroFibre team reached out to me… I had to call in again because I received a statement that money was deducted from the refund that was meant to have reflected a week ago. After calling I was told by lady who assisted me Keoratile, that the refund still actually hadn’t been actioned and it took her about 20 or so minutes to do so. Proving that this is in-fact a result of a lack of organisational leadership, competency, operations efficiency and professionalism. During this call Keoratile was also able to assist with setting my debit order up…. Again I guess. I have also asked that a team lead or higher up contact me, but it seems that’s as of a wish of seeing Santa.
- I was told even publicly that I’d be reached out to. I have not been. I was told even by Keoratile that my email from the finance department was received but no one bothered to respond.
There is no form of compensation to the inconveniences.No accountability. Nothing.
I am not one for reviews, I am not one to complain or be negative and it takes a lot of me to write up a storm but I have been put so off by this company that I am convinced that it’s seeing my last days.
Thank you Duduzile, Mthokozisi and Keoratile for your attempts. The rest of the leaders there… goodluck sustaining this service.
I received an email from complaints basically summarising the above after I left the 1 star.
- firstly, no one from the MetroFibre team reached out to me… I had to call in again because I received a statement that money was deducted from the refund that was meant to have reflected a week ago. After calling I was told by lady who assisted me Keoratile, that the refund still actually hadn’t been actioned and it took her about 20 or so minutes to do so. Proving that this is in-fact a result of a lack of organisational leadership, competency, operations efficiency and professionalism. During this call Keoratile was also able to assist with setting my debit order up…. Again I guess. I have also asked that a team lead or higher up contact me, but it seems that’s as of a wish of seeing Santa.
- I was told even publicly that I’d be reached out to. I have not been. I was told even by Keoratile that my email from the finance department was received but no one bothered to respond.
There is no form of compensation to the inconveniences.No accountability. Nothing.
I am not one for reviews, I am not one to complain or be negative and it takes a lot of me to write up a storm but I have been put so off by this company that I am convinced that it’s seeing my last days.
Thank you Duduzile, Mthokozisi and Keoratile for your attempts. The rest of the leaders there… goodluck sustaining this service.