KM
Kagiso M
1 reviews | Active since Jan 2022
03 Jul 2025, 16:30
Poor service provider
Sadly with the arrangement quoted below - i have surpassed my end of the bargain and have logged the following tickets with your business and spoke to an agent 'Claudene' in the finance dept. - I have Paid essentially R 4000 in one month to have my acc. in good standing however my acc has not been reinstated First Payment Date: Close of business tomorrow - 28 May 2025 In the amount of: R2000.00 Duration: 3months Payment: R499.00 + R1343.27 = R1842.27 (on or before the 5th of June 2025) Payment: R499.00 + R1343.27 = R1842.27 (on or before the 5th of July 2025) Payment: R499.00 + R1343.27 = R1842.27 (on or before the 5th of August 2025) Tickets: ******************all details relating to my query was noted that this would be resolved with in 1 - 2 hrs by the agent Claudene and i have not heard from her.
The above stipulated that i make payment by the 5th of each month and have done so over 10 days before hand and yet my account is still suspended ?
Ive called and requested for call back request and only the sales team is keen on calling ? where is the on going servicing of clients ?
I acknowledge my doings however when I'm trying to correct the actions your business responded with one line answers and are not willing to help remediate.
Helpful (0)
Replies (3)0
Replies (3)
MetroFibre Networx's replyOfficial
03 Jul 2025, 16:50Dear Kagiso Mogotso
Thank you for reaching out and for providing a detailed account of your recent experience. We fully recognize the efforts you've made to meet the agreed payment arrangement well in advance of the scheduled dates. Your commitment has not gone unnoticed.
We also acknowledge that the level of service received — particularly the lack of follow-through after you engage with our agent, as well as the unresolved status of your account — has fallen short of your expectations and the standard we aim to uphold. We understand how frustrating it must be to take the right steps and not see them reflected in the outcome.
Your tickets have been noted, and it's clear that there has been a breakdown in communication and follow-up, which we are now prioritizing. We’ve escalated your matter to the appropriate department, and someone from our senior support team will be in touch shortly with a full status update and resolution plan.
While this does not change your experience, please be assured we are now taking the necessary steps to correct the handling of your account and to ensure you're properly supported moving forward.
We value your effort to resolve matters and remain committed to restoring your confidence in our service.
Kind regards,
Sibonisile
MetroFibre Complaints & Escalations
Kind regards,
Sibonisile
MetroFibre Complaints & Escalations
MetroFibre Networx's reply03 Jul 2025, 16:50
Official
Dear Kagiso Mogotso
Thank you for reaching out and for providing a detailed account of your recent experience. We fully recognize the efforts you've made to meet the agreed payment arrangement well in advance of the scheduled dates. Your commitment has not gone unnoticed.
We also acknowledge that the level of service received — particularly the lack of follow-through after you engage with our agent, as well as the unresolved status of your account — has fallen short of your expectations and the standard we aim to uphold. We understand how frustrating it must be to take the right steps and not see them reflected in the outcome.
Your tickets have been noted, and it's clear that there has been a breakdown in communication and follow-up, which we are now prioritizing. We’ve escalated your matter to the appropriate department, and someone from our senior support team will be in touch shortly with a full status update and resolution plan.
While this does not change your experience, please be assured we are now taking the necessary steps to correct the handling of your account and to ensure you're properly supported moving forward.
We value your effort to resolve matters and remain committed to restoring your confidence in our service.
Kind regards,
Sibonisile
MetroFibre Complaints & Escalations
Kind regards,
Sibonisile
MetroFibre Complaints & Escalations
KM
Kagiso M's updateReviewer Update
04 Jul 2025, 17:00Good day Team,
From the pits of service from the technical support team to the phenomenally amazing service from Megan in the finance department.
Megan was so well prepared when she returned my call and had ALL my concerns and questions with answers Infront of her **she really did her homework upfront !
With the utmost humility and respect she put the basics of what service is into our call – she put the human aspect into our query, was understanding and went out of her way to resolve a month-long query, two days of spending R 800+ in airtme in exactly 27 minutes end to end !!!!!
I don’t want to name and shame other agents pathetic service as it will take away Megan’s shine !!!
BY FAR in all my years of working in a servicing environment she is the benchmark what service delivery in the corporate sector should be.
Her soft skills, etiquette, compassion, reassurance and being well prepared blew me away.
**I appeal to MetroFibre management to relook into her position and put her in management or even as a Training Manager.
She is a key role model of what servicing should be – and after logging 19 tickets, a total of 43 calls she is the best person that should be retained by your business and made an example of service excellence!!!
Can we please give this lovely lady Meagan a Bells !!! I take my hat off to you mam’ 😊
KM
Kagiso M's update04 Jul 2025, 17:00
Reviewer Update
Good day Team,
From the pits of service from the technical support team to the phenomenally amazing service from Megan in the finance department.
Megan was so well prepared when she returned my call and had ALL my concerns and questions with answers Infront of her **she really did her homework upfront !
With the utmost humility and respect she put the basics of what service is into our call – she put the human aspect into our query, was understanding and went out of her way to resolve a month-long query, two days of spending R 800+ in airtme in exactly 27 minutes end to end !!!!!
I don’t want to name and shame other agents pathetic service as it will take away Megan’s shine !!!
BY FAR in all my years of working in a servicing environment she is the benchmark what service delivery in the corporate sector should be.
Her soft skills, etiquette, compassion, reassurance and being well prepared blew me away.
**I appeal to MetroFibre management to relook into her position and put her in management or even as a Training Manager.
She is a key role model of what servicing should be – and after logging 19 tickets, a total of 43 calls she is the best person that should be retained by your business and made an example of service excellence!!!
Can we please give this lovely lady Meagan a Bells !!! I take my hat off to you mam’ 😊
MetroFibre Networx's replyOfficial
04 Jul 2025, 17:08Good day,
Thank you so much for your incredible feedback and for taking the time to acknowledge Megan’s service. We're truly pleased to hear that she was able to assist you so effectively and left such a positive impression.
Your message has been shared with our management team, and we will ensure Megan receives the recognition she deserves. It’s encouraging to know that her dedication made a real difference.
We appreciate your continued support and value your input.
Kind regards,
Sibonisile
MetroFibre Complaints & Escalations
Sibonisile
MetroFibre Complaints & Escalations
MetroFibre Networx's reply04 Jul 2025, 17:08
Official
Good day,
Thank you so much for your incredible feedback and for taking the time to acknowledge Megan’s service. We're truly pleased to hear that she was able to assist you so effectively and left such a positive impression.
Your message has been shared with our management team, and we will ensure Megan receives the recognition she deserves. It’s encouraging to know that her dedication made a real difference.
We appreciate your continued support and value your input.
Kind regards,
Sibonisile
MetroFibre Complaints & Escalations
Sibonisile
MetroFibre Complaints & Escalations