LM
Lunga M
1 reviews | Active since Feb 2021
15 Apr 2025, 16:38
Useless support channels!
They suspended my account saying I owe them, I paid via Mastercard online and payment confirmed. I have been trying to get them to reactivate my account for the past hour and half. I sent messages on WhatsApp no response, stayed on a call for more than 40 min no one picks, raised a ticket online and on the app no one responds. They called back in order for her to refer me to finance but they dropped the call and no one has called since. Called again left hanging for minutes and no response on tickets! So what are all these support channels for?! I work remotely so I need my internet back!
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MetroFibre Networx's replyOfficial
15 Apr 2025, 18:19Dear Lunga Mkhwa****
Thank you for bringing this to our attention.
We understand the frustration caused by the suspension of your account despite the confirmed payment made via Mastercard. We also acknowledge the efforts you've made to reach us across various channels, despite not receiving the timely support you expected.
Please be assured that this matter is being escalated to the relevant department for urgent attention. We are prioritizing your case to ensure that your account is reviewed and, where applicable, reactivated as soon as possible.
We appreciate your patience and will provide feedback as soon as we receive an update from the finance team.
Kind regards,
Sibonisile
MetroFibre Complaints & Escalations
Thank you for bringing this to our attention.
We understand the frustration caused by the suspension of your account despite the confirmed payment made via Mastercard. We also acknowledge the efforts you've made to reach us across various channels, despite not receiving the timely support you expected.
Please be assured that this matter is being escalated to the relevant department for urgent attention. We are prioritizing your case to ensure that your account is reviewed and, where applicable, reactivated as soon as possible.
We appreciate your patience and will provide feedback as soon as we receive an update from the finance team.
Kind regards,
Sibonisile
MetroFibre Complaints & Escalations
MetroFibre Networx's reply15 Apr 2025, 18:19
Official
Dear Lunga Mkhwa****
Thank you for bringing this to our attention.
We understand the frustration caused by the suspension of your account despite the confirmed payment made via Mastercard. We also acknowledge the efforts you've made to reach us across various channels, despite not receiving the timely support you expected.
Please be assured that this matter is being escalated to the relevant department for urgent attention. We are prioritizing your case to ensure that your account is reviewed and, where applicable, reactivated as soon as possible.
We appreciate your patience and will provide feedback as soon as we receive an update from the finance team.
Kind regards,
Sibonisile
MetroFibre Complaints & Escalations
Thank you for bringing this to our attention.
We understand the frustration caused by the suspension of your account despite the confirmed payment made via Mastercard. We also acknowledge the efforts you've made to reach us across various channels, despite not receiving the timely support you expected.
Please be assured that this matter is being escalated to the relevant department for urgent attention. We are prioritizing your case to ensure that your account is reviewed and, where applicable, reactivated as soon as possible.
We appreciate your patience and will provide feedback as soon as we receive an update from the finance team.
Kind regards,
Sibonisile
MetroFibre Complaints & Escalations