SM
Siphiwokazi M
1 reviews | Active since Jun 2016
09 Apr 2025, 15:49
Poor service from finance.
In 2024 I started receiving statements with over R1000 in arrears. I enquired on email and never got a response until my account was suspended. I had tried WhatsApp. The site to log a ticket and nothing was every returned.
In December I finally got through to someone who assisted and I provided proofs of payment. Again at the end of December I was notified about a suspension. I provided proof of payment and was told there would be an investigation because they see that the system is allocating arrears to my profile.
Today when I call, I need to be referred to finance then the call drops and no one calls me back.
I spoke to Nosipho then to Thuli who offered to call me while she investigates but the call dropped when transferring me to finance, as it did with Nosipho. I have explained multiple times how I cannot afford this inconvenience as I work from home. There is no way I could be in arrears.
I stopped the debit order process because more than my statement amount was being deducted.
I cannot explain how much of an inconvenience this process is. It needs to be RECTIFIED URGENTLY!!!!
Helpful (0)
Replies (11)0
Replies (11)
MetroFibre Networx's replyOfficial
09 Apr 2025, 16:28Dear Siphiwokazi
Thank you for reaching out and for detailing the ongoing challenges you’ve experienced. We understand the impact it has had on your ability to work from home.
Please be assured that we have urgently escalated your query to our Finance department for thorough investigation. We have specifically requested that they review all payment records and system allocations on your account to identify the source of the arrears and resolve any discrepancies.
Additionally, we’ve asked the team to make direct contact with you to confirm the findings and next steps. You will be kept updated throughout the process, and we will ensure this is prioritised to avoid any further disruption to your service.
We truly appreciate your patience and will do everything we can to have this rectified as quickly as possible.
Kind Regards,
Siboniso
MetroFibre Complaints and Escalations
Thank you for reaching out and for detailing the ongoing challenges you’ve experienced. We understand the impact it has had on your ability to work from home.
Please be assured that we have urgently escalated your query to our Finance department for thorough investigation. We have specifically requested that they review all payment records and system allocations on your account to identify the source of the arrears and resolve any discrepancies.
Additionally, we’ve asked the team to make direct contact with you to confirm the findings and next steps. You will be kept updated throughout the process, and we will ensure this is prioritised to avoid any further disruption to your service.
We truly appreciate your patience and will do everything we can to have this rectified as quickly as possible.
Kind Regards,
Siboniso
MetroFibre Complaints and Escalations
MetroFibre Networx's reply09 Apr 2025, 16:28
Official
Dear Siphiwokazi
Thank you for reaching out and for detailing the ongoing challenges you’ve experienced. We understand the impact it has had on your ability to work from home.
Please be assured that we have urgently escalated your query to our Finance department for thorough investigation. We have specifically requested that they review all payment records and system allocations on your account to identify the source of the arrears and resolve any discrepancies.
Additionally, we’ve asked the team to make direct contact with you to confirm the findings and next steps. You will be kept updated throughout the process, and we will ensure this is prioritised to avoid any further disruption to your service.
We truly appreciate your patience and will do everything we can to have this rectified as quickly as possible.
Kind Regards,
Siboniso
MetroFibre Complaints and Escalations
Thank you for reaching out and for detailing the ongoing challenges you’ve experienced. We understand the impact it has had on your ability to work from home.
Please be assured that we have urgently escalated your query to our Finance department for thorough investigation. We have specifically requested that they review all payment records and system allocations on your account to identify the source of the arrears and resolve any discrepancies.
Additionally, we’ve asked the team to make direct contact with you to confirm the findings and next steps. You will be kept updated throughout the process, and we will ensure this is prioritised to avoid any further disruption to your service.
We truly appreciate your patience and will do everything we can to have this rectified as quickly as possible.
Kind Regards,
Siboniso
MetroFibre Complaints and Escalations
SM
Siphiwokazi M's updateReviewer Update
10 Apr 2025, 08:59Hi Siboniso
It is now 08h53 and no one has contacted me.
It seems to me like YOU have an allocation problem because I am using the reference provided on my invoice. I was told about an investigation on the 9th of January 2025.
I called in this morning at 8 and spoke to Teresa van Niekerk who advised that the finance department were in a meeting and I should expect a call in 30 minutes. It has almost been an hour and I am still without internet.
I sent proof of payment YESTERDAY at 14:10, 14:11 and 14:11 to finance and financepop.
I work from home and I am without internet that I paid for and sent proof of payment.
I am on the line with Thuli again who has transferred me to finance AGAIN??????
It is now 08h53 and no one has contacted me.
It seems to me like YOU have an allocation problem because I am using the reference provided on my invoice. I was told about an investigation on the 9th of January 2025.
I called in this morning at 8 and spoke to Teresa van Niekerk who advised that the finance department were in a meeting and I should expect a call in 30 minutes. It has almost been an hour and I am still without internet.
I sent proof of payment YESTERDAY at 14:10, 14:11 and 14:11 to finance and financepop.
I work from home and I am without internet that I paid for and sent proof of payment.
I am on the line with Thuli again who has transferred me to finance AGAIN??????
SM
Siphiwokazi M's update10 Apr 2025, 08:59
Reviewer Update
Hi Siboniso
It is now 08h53 and no one has contacted me.
It seems to me like YOU have an allocation problem because I am using the reference provided on my invoice. I was told about an investigation on the 9th of January 2025.
I called in this morning at 8 and spoke to Teresa van Niekerk who advised that the finance department were in a meeting and I should expect a call in 30 minutes. It has almost been an hour and I am still without internet.
I sent proof of payment YESTERDAY at 14:10, 14:11 and 14:11 to finance and financepop.
I work from home and I am without internet that I paid for and sent proof of payment.
I am on the line with Thuli again who has transferred me to finance AGAIN??????
It is now 08h53 and no one has contacted me.
It seems to me like YOU have an allocation problem because I am using the reference provided on my invoice. I was told about an investigation on the 9th of January 2025.
I called in this morning at 8 and spoke to Teresa van Niekerk who advised that the finance department were in a meeting and I should expect a call in 30 minutes. It has almost been an hour and I am still without internet.
I sent proof of payment YESTERDAY at 14:10, 14:11 and 14:11 to finance and financepop.
I work from home and I am without internet that I paid for and sent proof of payment.
I am on the line with Thuli again who has transferred me to finance AGAIN??????
SM
Siphiwokazi M's updateReviewer Update
10 Apr 2025, 09:03It seems either Thuli or finance are dropping the call.
I cannot afford for this to be happening. I need it fixed urgently!!!!
I cannot afford for this to be happening. I need it fixed urgently!!!!
SM
Siphiwokazi M's update10 Apr 2025, 09:03
Reviewer Update
It seems either Thuli or finance are dropping the call.
I cannot afford for this to be happening. I need it fixed urgently!!!!
I cannot afford for this to be happening. I need it fixed urgently!!!!
MetroFibre Networx's replyOfficial
10 Apr 2025, 09:42Good Day Siphiwokazi
Kindly advise when would be good time to contact you as our Finance Department has tried to contact you without success.
Kindly advise when would be good time to contact you as our Finance Department has tried to contact you without success.
MetroFibre Networx's reply10 Apr 2025, 09:42
Official
Good Day Siphiwokazi
Kindly advise when would be good time to contact you as our Finance Department has tried to contact you without success.
Kindly advise when would be good time to contact you as our Finance Department has tried to contact you without success.
SM
Siphiwokazi M's updateReviewer Update
10 Apr 2025, 13:18I called again and provided Mthokozisi with an alternative number.
I have since received a "detailed" statement that clearly reflects ALL payments.
If someone can take the time to physically go through the payments they would agree.
I have already gone through this and was previously advised that there would be an investigation as to why the system is joy picking up payments.
They are all reflecting on the detailed statement that was sent to me at 9h42.
It is now day 2 of not being able to work because someone is too lazy to actually investigate what is happening.
Or even the due diligence of checking notes, proof of payments and going through the statement month by month.
UNSUSPEND MY ACCOUNT. YOU HAVE ALL THE PROOF OF MY PAYMENTS. INCLUDING A SYATEMENT SENT TO ME BY YOURSELVES!!!!
I have since received a "detailed" statement that clearly reflects ALL payments.
If someone can take the time to physically go through the payments they would agree.
I have already gone through this and was previously advised that there would be an investigation as to why the system is joy picking up payments.
They are all reflecting on the detailed statement that was sent to me at 9h42.
It is now day 2 of not being able to work because someone is too lazy to actually investigate what is happening.
Or even the due diligence of checking notes, proof of payments and going through the statement month by month.
UNSUSPEND MY ACCOUNT. YOU HAVE ALL THE PROOF OF MY PAYMENTS. INCLUDING A SYATEMENT SENT TO ME BY YOURSELVES!!!!
SM
Siphiwokazi M's update10 Apr 2025, 13:18
Reviewer Update
I called again and provided Mthokozisi with an alternative number.
I have since received a "detailed" statement that clearly reflects ALL payments.
If someone can take the time to physically go through the payments they would agree.
I have already gone through this and was previously advised that there would be an investigation as to why the system is joy picking up payments.
They are all reflecting on the detailed statement that was sent to me at 9h42.
It is now day 2 of not being able to work because someone is too lazy to actually investigate what is happening.
Or even the due diligence of checking notes, proof of payments and going through the statement month by month.
UNSUSPEND MY ACCOUNT. YOU HAVE ALL THE PROOF OF MY PAYMENTS. INCLUDING A SYATEMENT SENT TO ME BY YOURSELVES!!!!
I have since received a "detailed" statement that clearly reflects ALL payments.
If someone can take the time to physically go through the payments they would agree.
I have already gone through this and was previously advised that there would be an investigation as to why the system is joy picking up payments.
They are all reflecting on the detailed statement that was sent to me at 9h42.
It is now day 2 of not being able to work because someone is too lazy to actually investigate what is happening.
Or even the due diligence of checking notes, proof of payments and going through the statement month by month.
UNSUSPEND MY ACCOUNT. YOU HAVE ALL THE PROOF OF MY PAYMENTS. INCLUDING A SYATEMENT SENT TO ME BY YOURSELVES!!!!
MetroFibre Networx's replyOfficial
10 Apr 2025, 18:28Thank you for your message, and we sincerely apologize for the continued inconvenience.
To assist with the allocation and urgently unsuspend your account, kindly email all Proof of Payment documents under ticket number 688652. Once received, our team will prioritize the review and take immediate action.
We understand how frustrating this has been and appreciate your patience while we work to resolve it.
MetroFibre Networx's reply10 Apr 2025, 18:28
Official
Thank you for your message, and we sincerely apologize for the continued inconvenience.
To assist with the allocation and urgently unsuspend your account, kindly email all Proof of Payment documents under ticket number 688652. Once received, our team will prioritize the review and take immediate action.
We understand how frustrating this has been and appreciate your patience while we work to resolve it.
SM
Siphiwokazi M's updateReviewer Update
09 May 2025, 18:35Hi Siboniso
An email was sent to with the above mentioned reference a month ago. No response was received. Instead my internet was reinstated.
A month later, the se occurrence. 2 statements received. As soon as the 2nd syatent was received I responded to the email with reference mentioned above. No response. Instead a suspension notice was sent to me.
What is strange is my emails are being received but no one fr finance is responding.
WHAT IS HAPPENING??????
An email was sent to with the above mentioned reference a month ago. No response was received. Instead my internet was reinstated.
A month later, the se occurrence. 2 statements received. As soon as the 2nd syatent was received I responded to the email with reference mentioned above. No response. Instead a suspension notice was sent to me.
What is strange is my emails are being received but no one fr finance is responding.
WHAT IS HAPPENING??????
SM
Siphiwokazi M's update09 May 2025, 18:35
Reviewer Update
Hi Siboniso
An email was sent to with the above mentioned reference a month ago. No response was received. Instead my internet was reinstated.
A month later, the se occurrence. 2 statements received. As soon as the 2nd syatent was received I responded to the email with reference mentioned above. No response. Instead a suspension notice was sent to me.
What is strange is my emails are being received but no one fr finance is responding.
WHAT IS HAPPENING??????
An email was sent to with the above mentioned reference a month ago. No response was received. Instead my internet was reinstated.
A month later, the se occurrence. 2 statements received. As soon as the 2nd syatent was received I responded to the email with reference mentioned above. No response. Instead a suspension notice was sent to me.
What is strange is my emails are being received but no one fr finance is responding.
WHAT IS HAPPENING??????
MetroFibre Networx's replyOfficial
09 May 2025, 18:59Dear Siphiwokazi,
Thank you for bringing this to our attention.
Please note that your concerns have been re-escalated to our Finance Management team for urgent review and resolution. We understand the importance of timely communication, and we’re actively working to ensure this matter is addressed without further delay.
We will keep you updated as soon as feedback is received from the team.
Best regards,
Marilize
MetroFibre Complaints & Escalations
Thank you for bringing this to our attention.
Please note that your concerns have been re-escalated to our Finance Management team for urgent review and resolution. We understand the importance of timely communication, and we’re actively working to ensure this matter is addressed without further delay.
We will keep you updated as soon as feedback is received from the team.
Best regards,
Marilize
MetroFibre Complaints & Escalations
MetroFibre Networx's reply09 May 2025, 18:59
Official
Dear Siphiwokazi,
Thank you for bringing this to our attention.
Please note that your concerns have been re-escalated to our Finance Management team for urgent review and resolution. We understand the importance of timely communication, and we’re actively working to ensure this matter is addressed without further delay.
We will keep you updated as soon as feedback is received from the team.
Best regards,
Marilize
MetroFibre Complaints & Escalations
Thank you for bringing this to our attention.
Please note that your concerns have been re-escalated to our Finance Management team for urgent review and resolution. We understand the importance of timely communication, and we’re actively working to ensure this matter is addressed without further delay.
We will keep you updated as soon as feedback is received from the team.
Best regards,
Marilize
MetroFibre Complaints & Escalations
SM
Siphiwokazi M's updateReviewer Update
12 May 2025, 12:02Hi Marilize
I am following up on my review from friday.
The mail stated I had 48 hours to make payment for the arrears.
No response has been received from my email with proof of payment and a statement from MetroFibre showing no arrears.
This email was sent on the 7th of May at 8am.
I am following up on my review from friday.
The mail stated I had 48 hours to make payment for the arrears.
No response has been received from my email with proof of payment and a statement from MetroFibre showing no arrears.
This email was sent on the 7th of May at 8am.
SM
Siphiwokazi M's update12 May 2025, 12:02
Reviewer Update
Hi Marilize
I am following up on my review from friday.
The mail stated I had 48 hours to make payment for the arrears.
No response has been received from my email with proof of payment and a statement from MetroFibre showing no arrears.
This email was sent on the 7th of May at 8am.
I am following up on my review from friday.
The mail stated I had 48 hours to make payment for the arrears.
No response has been received from my email with proof of payment and a statement from MetroFibre showing no arrears.
This email was sent on the 7th of May at 8am.
SM
Siphiwokazi M's updateReviewer Update
21 May 2025, 17:4221 May. No response to my emails. No response from Marilize. Account suspended AGAIN during working hours. What do you actually want from me? I have sent everything you asked from me with the reference that was noted by Siboniso. WHAT MORE DO YOU WANT FROM ME??????????
SM
Siphiwokazi M's update21 May 2025, 17:42
Reviewer Update
21 May. No response to my emails. No response from Marilize. Account suspended AGAIN during working hours. What do you actually want from me? I have sent everything you asked from me with the reference that was noted by Siboniso. WHAT MORE DO YOU WANT FROM ME??????????
MetroFibre Networx's replyOfficial
21 May 2025, 18:50We understand your frustration and the urgency of the matter. Your concern has been noted and is receiving immediate attention. We are escalating this to the relevant department and will provide feedback shortly.
Thank you for your continued patience.
MetroFibre Networx's reply21 May 2025, 18:50
Official
We understand your frustration and the urgency of the matter. Your concern has been noted and is receiving immediate attention. We are escalating this to the relevant department and will provide feedback shortly.
Thank you for your continued patience.