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Nomfundvo D

1 reviews | Active since Apr 2015

05 Apr 2025, 02:38

Terrible finance department and service

I am honestly so tired of the lack of service and accountability. Does metrofibre even have a functioning finance department. I have sent SO many emails and logged so many tickets and they say “solved” but nothing is ever resolved.

I made a forex payment on the 10th of March after getting installed and got my services suspended mid work call and had to struggle to get services back. I even forwarded the PoP that I had sent on the 10th when I got suspended around the 26th.

I have also sent another PoP on the 1st of April after making a payment BEFORE even receiving an invoice. I have all the amounts still showing as a balance and I keep getting emails that I am owing despite me sending the proofs several times.

Finance HAS NEVER answered any of my calls and has yet to ever reach out to me about any concerns they may have regarding anything.

I work from home and the looming disruption to my service is a very serious problem. No one ever responds or ever returns emails or calls with information. I’m ready to look for another provider after only just over a month. This is appalling

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Replies (1)
MetroFibre Networx
MetroFibre Networx's reply05 Apr 2025, 18:20
Official
Dear Nomfundvo Dlamini,

I completely understand the frustration you've expressed, and I want to assure you that we are actively addressing the situation. We have escalated this matter to our accounts team for urgent assistance, and we are making sure that this issue is resolved promptly.

To ensure that this does not happen again, we are working to streamline our internal processes. Your feedback is invaluable, and we are committed to preventing any further disruptions to your service.

We acknowledge the challenges you've faced, including the repeated communication breakdowns, and we are taking steps to ensure that all payments and invoices are properly processed and reflected on your account. Our team will be reviewing your payment history and the issues surrounding the suspension of your services.

Please rest assured that we are on top of this and will be in touch with you as soon as we have an update. We genuinely value your business and are working to resolve everything to your satisfaction.

Thank you for your patience and understanding as we work to resolve this matter.

Kind regards,
Sibonisile
MetroFibre Complaints & Escalations