Summary of Payment Dispute with MetroFibre

Summary of Payment Dispute with MetroFibre Detailed Account of Events and Communications Transition from Real Broadband Solutions to MetroFibre As of February 2025, all customers of Real Broadband Solutions, including me, were transitioned to MetroFibre. I consistently made monthly payments to Real Broadband Solutions via FNB Scheduled Payments on the 1st of every month before the transition. Issues with MetroFibre Since May 2025, I have been receiving Suspension Notice emails from MetroFibre, alleging overdue payments and threatening account suspension if payment is not received within 48 hours. Proof of Payment Submitted • Friday, 2 May 2025, 11:08: I emailed MetroFibre proof of payment for February 2025 through April 2025. MetroFibre's Response • Monday, 5 May 2025, 19:48: MetroFibre confirmed receipt of my payments and successfully app**** them to my account. However, they indicated an outstanding balance of R850.00 and attached a statement for reference. Further Action Taken by the User • Monday, 5 May 2025, 21:28: I emailed proof of payment again to MetroFibre. Contact with Real Broadband Solutions • Wednesday, 7 May 2025, 11:03: I reached out to Real Broadband Solutions and spoke to Kevin. Kevin confirmed that my account is up to date and clarified that all payments for customers transitioned to MetroFibre from February to April 2025 were made in bulk. Furthermore, Kevin acknowledged they have received numerous complaints from clients about MetroFibre's failure to properly allocate funds to their client’s accounts. • After speaking to Kevin, I called MetroFibre and spoke to Phuti. Phuti confirmed receipt of proof of payment for February 2025 to April 2025 and stated that February and March payments were correctly allocated. However, April's payment was not allocated. She promised to email the proof of payment to their accounts department for allocation, with a promise to provide an updated statement within 48 hours. This did not happen. Today, 9 May 2025 • At 17:38, I received another email from MetroFibre warning of a potential account suspension if payment was not received within 48 hours. • At 18:19, I called MetroFibre again and spoke to Precious. She confirmed that April's payment was still not allocated. She promised to contact their finance department once more to resolve the matter. Customer Concerns This situation has led to several critical concerns: • Lack of Follow-Through: Despite promises, MetroFibre has failed to resolve the issue within the stated timeframe. • Repeated Communication: I called them three times and emailed proof of payment three times, but the issue remains unresolved. • Threat of Suspension: MetroFibre has issued a Suspension Notice, adding unnecessary stress to the situation. Expectations for Resolution A company that values its customers must take swift and decisive action to address these issues. The following steps are recommended: • Immediate allocation of the April 2025 payment and confirmation of the updated statement. • Clear communication with me regarding the resolution process. • Internal review of processes to ensure similar issues do not occur in the future. • An apology and acknowledgement of the inconvenience caused.

Conclusion My account is up to date based on confirmation from Real Broadband Solutions. However, MetroFibre has not correctly allocated payments, leading to an alleged outstanding balance of R850.00. I have provided proof of payment multiple times and received acknowledgement from MetroFibre that payments were app****, yet discrepancies persist. Further coordination between MetroFibre and Real Broadband Solutions may be necessary to resolve the issue fully.