1 reviews | Active since Oct 2021
Service Suspended before collection day!
I am extremely frustrated with MetroFibre’s billing and suspension practices.
My agreed collection date is the 25th of the month, yet my fibre service was suspended two days before this date. At the time of suspension: • No debit order had been submitted or processed • No payment had failed • No valid reason was given for early suspension
Despite this, I was told I must now pay R599 for reconnection, which makes absolutely no sense considering my account should not have been suspended in the first place.
This is not the first time my service has been disconnected without proper justification. Disconnecting a customer before the actual collection date, and then demanding a reconnection fee, is unfair and unacceptable.
I am requesting: 1. An immediate reconnection of my service 2. A full explanation as to why my account was suspended before the 25th 3. Written confirmation that my billing and collection dates will be handled correctly going forward
I expect MetroFibre to take accountability and resolve this matter urgently.
Thank you for bringing this matter to our attention. We acknowledge your complaint and fully understand your frustration regarding the suspension of your service and the billing concerns you have raised.
Please be assured that we have requested our Finance Department to urgently investigate your account, including the suspension prior to your agreed collection date. They have been asked to thoroughly review the matter and assist with a fair and appropriate resolution.
We sincerely apologise for the inconvenience and frustration this situation has caused. Kindly note that we will continue to monitor this issue closely and ensure that feedback is provided as soon as the investigation has been concluded.
Thank you for your patience while we work towards resolving this matter.
Kind Regards,
Siboniso
MetroFibre Complaints and Escalations
Thank you for bringing this matter to our attention. We acknowledge your complaint and fully understand your frustration regarding the suspension of your service and the billing concerns you have raised.
Please be assured that we have requested our Finance Department to urgently investigate your account, including the suspension prior to your agreed collection date. They have been asked to thoroughly review the matter and assist with a fair and appropriate resolution.
We sincerely apologise for the inconvenience and frustration this situation has caused. Kindly note that we will continue to monitor this issue closely and ensure that feedback is provided as soon as the investigation has been concluded.
Thank you for your patience while we work towards resolving this matter.
Kind Regards,
Siboniso
MetroFibre Complaints and Escalations