Terrible Customer Service – Extremely Disappointing

Terrible Customer Service – Extremely Disappointing Metrofibre’s customer service is absolutely terrible. There is no care or concern for consumers whatsoever. I have been calling their call centre for two days, waiting endlessly just to get through. When I finally did, the first consultant told me I shouldn’t expect to be assisted anytime soon and that I must wait 36 hours for an email response. How am I supposed to receive emails when I don’t even have internet? Instead of escalating my issue, he became extremely argumentative, kept defending his role in the company, and made excuse after excuse about their 36-hour downtime. He kept me on the line for over 23 minutes, arguing instead of helping. Eventually, he admitted it was a Metrofibre connection issue that another department had to resolve and finally gave me a ticket number. This morning, I called again and waited another 15 minutes to speak to someone. I was assured that my ticket had been escalated and that there is a 24-hour turnaround time and a technician would contact me. It has now been well over 24 hours and I’ve received no call, no email, no feedback at all. I pay R1000 per month for a 200Mbps line and this is the level of service I receive? I freelance and work from home, so my work is now being held up because of this incompetence. The frustration and inconvenience Metrofibre has caused is unacceptable. I demand an explanation for this inconsistent service delivery. Is this what Metrofibre stands for? Do only big businesses get priority, or are all customers treated this poorly? I am disgusted and will be changing my service provider. I will also be escalating this matter to the National Consumer Commission.