1 reviews | Active since Mar 2009
The Worst Service You Will Ever Receive
Stay Far, Far Away. I used this service as the only option available to me at my estate. First, I am unable to use my own router and their router bailed out on me and I have no choice but to buy an inferior and expensive router from them. Secondly, I upgraded my line to a faster line for a year or two. When it came to downgrading - was the common 30 day notice. However, MetroFibre has such a poor system in place, that their systems couldnt process my downgrade for 3 months after that - and as such, I got billed for 2 months AFTER my 30 days. 3 months down the line and I finally have confirmation the line has been downgraded and that my refund will be processed (still dont know if they will refund the correct amount as I have to wait 30 business days to get my refund on top of all this time I've waited).
Really shouldnt be this difficult to do a downgrade.
It is now April. We are 6 months into this issue and I have finally managed to get them to credit my account, but I have been fighting for the last several months for the refund into my bank account and still not winning. I reiterate - stay far, far away!
Thank you for bringing your concerns to our attention.
We sincerely apologise for the frustration and inconvenience you have experienced throughout this process. Your query regarding the refund has been escalated to our Finance Department, and we have requested that they expedite the query and provide you with feedback as a matter of urgency.
We understand the delays have been incredibly frustrating, and we are closely monitoring the progress to ensure this is resolved as swiftly as possible.
We will continue to keep you updated and will follow up until the matter is concluded.
Thank you for your continued patience.
Kind Regards,
Siboniso
MetroFibre Complaints and Escalations
Thank you for bringing your concerns to our attention.
We sincerely apologise for the frustration and inconvenience you have experienced throughout this process. Your query regarding the refund has been escalated to our Finance Department, and we have requested that they expedite the query and provide you with feedback as a matter of urgency.
We understand the delays have been incredibly frustrating, and we are closely monitoring the progress to ensure this is resolved as swiftly as possible.
We will continue to keep you updated and will follow up until the matter is concluded.
Thank you for your continued patience.
Kind Regards,
Siboniso
MetroFibre Complaints and Escalations
I do not accept your stated sincere apology, because there cannot be any sincerity behind an empty apology without any resolution to said issue at hand.
This matter has been escalated countless times to your Finance Department, and each time I get an empty response or request for information (eg: proof of bank account) which has already been provided previously - time and time again.
Today alone I have been on hold for a cumulative hour on the phone waiting for a resolution to this matter, and still nothing (after speaking to someone who tells me to 'please wait while she clarifies something with Finance' - and still on the phone on hold, 15 minutes later after having already been on hold for an hour).
Your empty promises and lack of actual customer service is simply non-existent and its a wonder how MetroFibre is even still in business offering this level of service.
I do not accept your stated sincere apology, because there cannot be any sincerity behind an empty apology without any resolution to said issue at hand.
This matter has been escalated countless times to your Finance Department, and each time I get an empty response or request for information (eg: proof of bank account) which has already been provided previously - time and time again.
Today alone I have been on hold for a cumulative hour on the phone waiting for a resolution to this matter, and still nothing (after speaking to someone who tells me to 'please wait while she clarifies something with Finance' - and still on the phone on hold, 15 minutes later after having already been on hold for an hour).
Your empty promises and lack of actual customer service is simply non-existent and its a wonder how MetroFibre is even still in business offering this level of service.
The above has been noted, and we have requested the Finance team to contact you urgently.
Kind Regards,
Siboniso
MetroFibre Complaints and Escalations
The above has been noted, and we have requested the Finance team to contact you urgently.
Kind Regards,
Siboniso
MetroFibre Complaints and Escalations