Tired of Sending Proof of Payment Every Month

We have had continuous and unacceptable issues with Metrofibre since the very beginning of our service. When we first moved into our current premises, it took Metrofibre over two weeks to get us connected, yet we were still billed for the full month of February.

Since March this year, we have experienced being disconnected at least once every month, each time being asked to resend proof of payment. This is despite the fact that our payments have been made on time.

On 18 September, we were disconnected again and were asked—yet again—to provide proof of payment before reconnection. Then, on 22 September at 08:16, our service was cut off once more. When we called the call centre, the agent acknowledged that the error was on Metrofibre’s side and assured us we would be reconnected within 10 minutes. However, when we followed up at 09:25 the same day, we were told we were “in arrears” and asked for proof of payment yet again. To make matters worse, the call ended with the agent hanging up after a heated exchange caused entirely by this ongoing frustration.

At this stage, it appears that the only way to get a proper response from Metrofibre is through escalating publicly on HelloPeter, which is completely unacceptable for a company that we are paying for a service.

This constant cycle of wrongful disconnections, repeated requests for proof of payment, and lack of accountability is beyond frustrating. We expect this matter to be permanently resolved without us having to continually chase Metrofibre every single month to restore services we have already paid for.