******** Suspension and Finance Team Negligence – Ongoing Issue

I am extremely disappointed with Metrofibre’s finance team and their complete lack of accountability.

I cancelled my account in October 2025 and reconnected on 03/11/2025. During the reconnection, I explicitly requested that my debit order be set for the 15th of every month. A new debit order mandate was completed (***). I then paid the pro-rata invoice via Pay@.

Despite this, Metrofibre attempted to deduct payment on 01/12/2025, which was never authorised under the new contract. I immediately emailed them on 03/12/2025 to query this and followed up, but received no response.

My service was then suspended due to the failed debit order. When I queried this, I was told they used a debit date from a previous, cancelled contract, which makes no sense. An old contract cannot override a new one.

I raised this issue before my service was suspended and was ignored. Calls to finance go unanswered, emails are ignored, yet suspension happens immediately with no engagement. I even received a “48-hour notice” email after my service had already been suspended.

This is negligent, unprofessional, and unacceptable service. I am still waiting for management to intervene and my line to be reinstated.