*********** staff, frustrating procedures and terrible service

Dear Metrofibre On 1st January 2024 you disappointed me and ruined my day. I spent my New Year's day without Internet, thanks to you. A few weeks ago, I moved house and requested that my service be moved to my new address. It took 4 days for you to move the account, despite the existing infrastructure already being with Metrofibre. COSTING me 4 days of work and impacting negatively on my productivity and income. In the middle of all of this, you then requested that I select a different package because, after all these years, my account option was discontinued. You overcharged my account for a few months without notice or any acknowledgment from me that I agreed to the new rate. I realised that the option I selected would be of poor quality and I sent an email to your accounts department requesting for them NOT to downgrade my subscription which I have held for years now- but just to keep it as is. Instead of doing this- your accounts department CANCELLED my account without my permission. My account has been in good standing order since I opened it. I received an email from you stating that I requested a cancellation-WHICH I DID NOT. I contacted the Finance department who assured me that the problem would be resolved and they even sent me a confirmation email to say that it would not be cancelled. But on New Year’s Day- you went ahead and cancelled the subscription anyway. On New Year's Day, you only had technical support staff on standby who claimed that their hands were tied with regards to my account and they could not get hold of anyone who could assist with a failure to provide the service that you promised to provide. Instead your support staff proceeded to put the phone down in my ear because they claimed not to have anyone in the world who could help. I have been sent from pillar to post, each time with the added frustration of having to explain myself and my situation every single time. I was then required to open a new account! WHAT is that about? Metrofibre, I would like to know the following: Why did you really cancel my account? Why do you employ people who cannot follow instructions and read for meaning? Why do your clients have to explain themselves to the point of pure frustration? Some employees offer reference numbers, others not- why is that so? Why don’t you have one staff member available on a public holiday who can fix the mistakes that their colleagues have made? To add to injury- after disconnecting and cancelling my account and me applying for a new account and going through the process... my connection is now slow despite rebooting and restarting etc. We pay for a certain speed for Fibre Wifi, but this doesn't apply to WiFi- it applies to LAN connection. What year is this? You have frustrated me with your incompetence Metrofibre- I would have just liked to use my account peacefully, but you have given me one challenge after the next. I have wasted so much of my time trying to sort this out and being without service has been a waste of my time. I see that there are Facebook Groups formed against you because of similar experiences and now I see why these are gaining traction.