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KM
Kenneth M

1 reviews | Active since Jun 2021

14 Apr 2025, 16:52

Urgent Escalation: Repeated Suspension of Account Despite Payment Arrangement (KEN859)

Dear MetroFibre Finance Team,

I am beyond frustrated by the repeated suspension of my account (KEN859), despite having fully comp**** with the payment arrangement confirmed by your own team.

On [insert date you received the last message], I received the below confirmation from you:

"Please kindly be advised that your proof of payment has been received and successfully allocated to your account. As per our agreement, we look forward to receiving the remaining outstanding balance on 25 April 2025. We also extend our apologies for the suspension of your account during this time, despite the agreed-upon arrangement."

I made the payment in good faith, followed every instruction, and yet my account has now been suspended again. This is not only unacceptable but borders on harassment. I am now formally demanding:

Immediate reinstatement of my services.

An explanation in writing as to why your systems keep suspending accounts under a confirmed payment plan.

Assurance this will not happen again before the agreed payment deadline.

If this is not resolved within 24 hours, I will be lodging a formal complaint with ICASA, and I will also take this issue to social media platforms. I am also exploring alternative providers and will terminate my service with MetroFibre if this persists.

0
Replies (3)
MetroFibre Networx
MetroFibre Networx's reply14 Apr 2025, 18:05
Official
Dear Kenneth Munetsi

Thank you for reaching out and for bringing this matter to our attention.

We acknowledge your concerns regarding the repeated suspension of your account (KEN859), despite the existing payment arrangement that had been confirmed. We completely understand how frustrating this experience must be, especially after you’ve adhered to the agreed terms in good faith.

Please note that we have urgently escalated this issue to the relevant team for immediate attention and resolution. We are actively investigating the cause of the service suspension, and priority has been placed on reinstating your services as swiftly as possible.

We are also requesting a detailed explanation regarding the inconsistency in our system that led to the interruption, and we will ensure that appropriate measures are taken to prevent a recurrence before the 25 April 2025 deadline.

We value your continued support and appreciate your patience as we work to resolve this matter with the urgency it deserves. You will be updated shortly with confirmation of the reinstatement and feedback from our technical team.

Kind regards,
Sibonisile
MetroFibre Complaints & Escalations

KM
Kenneth M's update15 Apr 2025, 13:38
Reviewer Update
Good day Sibonisile
Thank you for your public response, but unfortunately, nothing has been resolved. My MetroFibre account is still suspended despite your written agreement that payment of R426.55 would prevent disconnection — and your acknowledgment that the mistake was on your side.
You’ve promised urgent action multiple times via email, yet the service remains down. I’ve done my part. You’ve failed twice. This is unacceptable. I will now be escalating to ICASA and seeking a new fibre provider who values professionalism and accountability.
MetroFibre Networx
MetroFibre Networx's reply15 Apr 2025, 19:16
Official
Thank you for your patience.
While there was a delay in resolving the matter, we can now confirm that your account has been successfully reinstated and all services are functioning as expected.
Should you experience any further issues or require assistance, please don’t hesitate to reach out.