TK
Tomek K
1 reviews | Active since Jul 2020
16 Jul 2025, 21:34
*********** staff
The fact that I was forced to give at least one star disappoints me.
From the reviews I have read I see that the poor business practice is consistent. The administration team and the accounts team need to be critically reviewed. I have cancelled my account with Metrofibre in June last year. There has been no communication from Metrofibre for a year until recently they have spontaneously decided I have an account in arrears.
Despite following their tedious cancellation process, calling their accounts team, getting verbal communication that my account was indeed closed as well as e-mail communication, they have simply handed me over to a debt collection service (Hahn Collections) who harasses me, drops my calls, and is impossible to get hold of when I call back to rectify the matter.
When I reach out to Metrofibre directly they simply divert me to Hahn Collections again. They have taken no interest in my cancellation tickets, nor have they requested any proof of correspondence.
Why am I forced to take this public for a company to take action.
Helpful (0)
Replies (4)0
Replies (4)
MetroFibre Networx's replyOfficial
16 Jul 2025, 22:12Dear Tomek
Thank you for bringing this matter to our attention.
We understand how frustrating this experience must be and appreciate your patience. Please be assured that we have escalated your query to our Finance Department and requested an urgent investigation into your account and the cancellation process that took place.
We are closely monitoring the matter and will ensure that you are kept updated on the progress as we work to resolve this. We’re committed to addressing the issue fairly and thoroughly.
Kind Regards,
Siboniso
MetroFibre Complaints and Escalations
Thank you for bringing this matter to our attention.
We understand how frustrating this experience must be and appreciate your patience. Please be assured that we have escalated your query to our Finance Department and requested an urgent investigation into your account and the cancellation process that took place.
We are closely monitoring the matter and will ensure that you are kept updated on the progress as we work to resolve this. We’re committed to addressing the issue fairly and thoroughly.
Kind Regards,
Siboniso
MetroFibre Complaints and Escalations
MetroFibre Networx's reply16 Jul 2025, 22:12
Official
Dear Tomek
Thank you for bringing this matter to our attention.
We understand how frustrating this experience must be and appreciate your patience. Please be assured that we have escalated your query to our Finance Department and requested an urgent investigation into your account and the cancellation process that took place.
We are closely monitoring the matter and will ensure that you are kept updated on the progress as we work to resolve this. We’re committed to addressing the issue fairly and thoroughly.
Kind Regards,
Siboniso
MetroFibre Complaints and Escalations
Thank you for bringing this matter to our attention.
We understand how frustrating this experience must be and appreciate your patience. Please be assured that we have escalated your query to our Finance Department and requested an urgent investigation into your account and the cancellation process that took place.
We are closely monitoring the matter and will ensure that you are kept updated on the progress as we work to resolve this. We’re committed to addressing the issue fairly and thoroughly.
Kind Regards,
Siboniso
MetroFibre Complaints and Escalations
TK
Tomek K's updateReviewer Update
24 Jul 2025, 11:42No resolve,
The team was deliberately obtuse and unwilling to comprehend, despite my having reference numbers and e-mails with communications. They are banking on the fact that you do not have time to deal with them and eventually give in.
Response times are poor and there is an obvious greed for collections of funds they believe belongs to them.
If anyone wants to cancel their account, I suggest you follow their process, but two months prior to your planned termination date stop your payments so they are forced to move their backsides and investigate the matter, then settle your account knowing your cancellation is certain. Because otherwise they will take you for a ride and ***** an additional two months of EOM payments.
Metrofibre, you can do better. Not impressed with your service delivery.
The team was deliberately obtuse and unwilling to comprehend, despite my having reference numbers and e-mails with communications. They are banking on the fact that you do not have time to deal with them and eventually give in.
Response times are poor and there is an obvious greed for collections of funds they believe belongs to them.
If anyone wants to cancel their account, I suggest you follow their process, but two months prior to your planned termination date stop your payments so they are forced to move their backsides and investigate the matter, then settle your account knowing your cancellation is certain. Because otherwise they will take you for a ride and ***** an additional two months of EOM payments.
Metrofibre, you can do better. Not impressed with your service delivery.
TK
Tomek K's update24 Jul 2025, 11:42
Reviewer Update
No resolve,
The team was deliberately obtuse and unwilling to comprehend, despite my having reference numbers and e-mails with communications. They are banking on the fact that you do not have time to deal with them and eventually give in.
Response times are poor and there is an obvious greed for collections of funds they believe belongs to them.
If anyone wants to cancel their account, I suggest you follow their process, but two months prior to your planned termination date stop your payments so they are forced to move their backsides and investigate the matter, then settle your account knowing your cancellation is certain. Because otherwise they will take you for a ride and ***** an additional two months of EOM payments.
Metrofibre, you can do better. Not impressed with your service delivery.
The team was deliberately obtuse and unwilling to comprehend, despite my having reference numbers and e-mails with communications. They are banking on the fact that you do not have time to deal with them and eventually give in.
Response times are poor and there is an obvious greed for collections of funds they believe belongs to them.
If anyone wants to cancel their account, I suggest you follow their process, but two months prior to your planned termination date stop your payments so they are forced to move their backsides and investigate the matter, then settle your account knowing your cancellation is certain. Because otherwise they will take you for a ride and ***** an additional two months of EOM payments.
Metrofibre, you can do better. Not impressed with your service delivery.
MetroFibre Networx's replyOfficial
24 Jul 2025, 11:55Dear Tomek,
Thank you for your patience and cooperation as we reviewed your query.
As per MetroFibre’s Terms and Conditions, customers are required to provide notice of cancellation at least 48 (forty-eight) hours before the last day of their current billing period. This notice must be submitted in writing to ***.
Should cancellation be submitted less than 48 hours before the end of the billing cycle, the cancellation will only be effective from the following month, and charges for the next billing cycle will still apply. We encourage customers to submit their cancellation requests timeously to avoid additional charges.
Regrettably, in your case, the cancellation procedure outlined in our Terms and Conditions was not followed. Your intent to terminate the service was only received by our Cancellations Team on 10 July 2024, which resulted in your account remaining active and billable through to the end of July 2024.
We trust this provides clarity, and we thank you once again for your understanding.
Best regards,
Marilize
MetroFibre Complaints & Escalations
Thank you for your patience and cooperation as we reviewed your query.
As per MetroFibre’s Terms and Conditions, customers are required to provide notice of cancellation at least 48 (forty-eight) hours before the last day of their current billing period. This notice must be submitted in writing to ***.
Should cancellation be submitted less than 48 hours before the end of the billing cycle, the cancellation will only be effective from the following month, and charges for the next billing cycle will still apply. We encourage customers to submit their cancellation requests timeously to avoid additional charges.
Regrettably, in your case, the cancellation procedure outlined in our Terms and Conditions was not followed. Your intent to terminate the service was only received by our Cancellations Team on 10 July 2024, which resulted in your account remaining active and billable through to the end of July 2024.
We trust this provides clarity, and we thank you once again for your understanding.
Best regards,
Marilize
MetroFibre Complaints & Escalations
MetroFibre Networx's reply24 Jul 2025, 11:55
Official
Dear Tomek,
Thank you for your patience and cooperation as we reviewed your query.
As per MetroFibre’s Terms and Conditions, customers are required to provide notice of cancellation at least 48 (forty-eight) hours before the last day of their current billing period. This notice must be submitted in writing to ***.
Should cancellation be submitted less than 48 hours before the end of the billing cycle, the cancellation will only be effective from the following month, and charges for the next billing cycle will still apply. We encourage customers to submit their cancellation requests timeously to avoid additional charges.
Regrettably, in your case, the cancellation procedure outlined in our Terms and Conditions was not followed. Your intent to terminate the service was only received by our Cancellations Team on 10 July 2024, which resulted in your account remaining active and billable through to the end of July 2024.
We trust this provides clarity, and we thank you once again for your understanding.
Best regards,
Marilize
MetroFibre Complaints & Escalations
Thank you for your patience and cooperation as we reviewed your query.
As per MetroFibre’s Terms and Conditions, customers are required to provide notice of cancellation at least 48 (forty-eight) hours before the last day of their current billing period. This notice must be submitted in writing to ***.
Should cancellation be submitted less than 48 hours before the end of the billing cycle, the cancellation will only be effective from the following month, and charges for the next billing cycle will still apply. We encourage customers to submit their cancellation requests timeously to avoid additional charges.
Regrettably, in your case, the cancellation procedure outlined in our Terms and Conditions was not followed. Your intent to terminate the service was only received by our Cancellations Team on 10 July 2024, which resulted in your account remaining active and billable through to the end of July 2024.
We trust this provides clarity, and we thank you once again for your understanding.
Best regards,
Marilize
MetroFibre Complaints & Escalations
TK
Tomek K's updateReviewer Update
24 Jul 2025, 13:05Attention Metrofibre Team.
I have submitted my cancellation on the 27th of May and received a reference number generated by your automated system, one you are choosing to ignore.
I then got a mail on the 7th of July with an apology for the delay in response, and only then did your staff action it three days later.
Never the less, the matter has been resolved to your satisfaction.
I have submitted my cancellation on the 27th of May and received a reference number generated by your automated system, one you are choosing to ignore.
I then got a mail on the 7th of July with an apology for the delay in response, and only then did your staff action it three days later.
Never the less, the matter has been resolved to your satisfaction.
TK
Tomek K's update24 Jul 2025, 13:05
Reviewer Update
Attention Metrofibre Team.
I have submitted my cancellation on the 27th of May and received a reference number generated by your automated system, one you are choosing to ignore.
I then got a mail on the 7th of July with an apology for the delay in response, and only then did your staff action it three days later.
Never the less, the matter has been resolved to your satisfaction.
I have submitted my cancellation on the 27th of May and received a reference number generated by your automated system, one you are choosing to ignore.
I then got a mail on the 7th of July with an apology for the delay in response, and only then did your staff action it three days later.
Never the less, the matter has been resolved to your satisfaction.