LM
Lunga M
1 reviews | Active since Feb 2021
28 May 2025, 17:34
Worse support and service cut even after payment
My service was cut today! They claimed I owe them money but I did make a payment last week on the 20/05/2025. I sent them a proof of payment, they responded saying that I used a wrong account number but it was their system that inserted my old account number instead of my current account number. All I did was click pay now and selected card payment, it gave me no option to change my account as that is default system function. I have been calling more than 8 times today to resolve this but they always transfer me to finance but they cut the call while I am waiting for finance! Finance just sent me an email ignoring my payment last week. This is inconveniencing me and making me look unprofessional to my remote job. I would advise people to never use MetroFibre, their support is nonexistent and impossible to solve issue quickly! I will be deactivating my service because I am really done! This is my second incident with them in less than a month! Two separate incidents but similar because they all involve finance! I think we can get better service elsewhere!
Helpful (0)
Replies (5)0
Replies (5)
MetroFibre Networx's replyOfficial
28 May 2025, 17:37Dear Lunga,
Thank you for bringing your concerns to our attention.
We understand the urgency of the matter and are currently investigating the billing issue you’ve raised. Our team is reviewing the payment details and the account reference discrepancy, and we will revert with feedback via email as soon as possible.
We appreciate your patience while we work on resolving this.
Best regards,
Marilize
MetroFibre Complaints & Escalations
Thank you for bringing your concerns to our attention.
We understand the urgency of the matter and are currently investigating the billing issue you’ve raised. Our team is reviewing the payment details and the account reference discrepancy, and we will revert with feedback via email as soon as possible.
We appreciate your patience while we work on resolving this.
Best regards,
Marilize
MetroFibre Complaints & Escalations
MetroFibre Networx's reply28 May 2025, 17:37
Official
Dear Lunga,
Thank you for bringing your concerns to our attention.
We understand the urgency of the matter and are currently investigating the billing issue you’ve raised. Our team is reviewing the payment details and the account reference discrepancy, and we will revert with feedback via email as soon as possible.
We appreciate your patience while we work on resolving this.
Best regards,
Marilize
MetroFibre Complaints & Escalations
Thank you for bringing your concerns to our attention.
We understand the urgency of the matter and are currently investigating the billing issue you’ve raised. Our team is reviewing the payment details and the account reference discrepancy, and we will revert with feedback via email as soon as possible.
We appreciate your patience while we work on resolving this.
Best regards,
Marilize
MetroFibre Complaints & Escalations
LM
Lunga M's updateReviewer Update
28 May 2025, 18:26Almost an hour later still no help, I have sent countless PoP emails to MetroFibre emphasising the urgency of getting this resolved and that I need to work! Still nothing! Just plain ignored!
LM
Lunga M's update28 May 2025, 18:26
Reviewer Update
Almost an hour later still no help, I have sent countless PoP emails to MetroFibre emphasising the urgency of getting this resolved and that I need to work! Still nothing! Just plain ignored!
LM
Lunga M's updateReviewer Update
28 May 2025, 19:30All your agents keep dropping my calls, the last one who refused to identify themselves with a full name instead called himself Thabo M, just dropped the call after requesting his name and surname! I have been on call since 2pm trying to resolve this! And spent over R150 in airtime that will not be reimbursed! The worse service ever!
LM
Lunga M's update28 May 2025, 19:30
Reviewer Update
All your agents keep dropping my calls, the last one who refused to identify themselves with a full name instead called himself Thabo M, just dropped the call after requesting his name and surname! I have been on call since 2pm trying to resolve this! And spent over R150 in airtime that will not be reimbursed! The worse service ever!
LM
Lunga M's updateReviewer Update
29 May 2025, 10:10So, if I understand well. You guys ******* me to pay a debt that was more than 5 years old, which according to SA law should be prescribed after 3 years. Mind that debt was charged after I have cancelled my service because I was moving abroad! I come back 5 years later and I am ****med to pay a debt that MetroFibre has already sold to a 3rd party but I have to pay it.
It’s fine, I am cancelling MetroFibre. This is the worst network ever! I thought after 5 years you would have improved but I see not!
LM
Lunga M's update29 May 2025, 10:10
Reviewer Update
So, if I understand well. You guys ******* me to pay a debt that was more than 5 years old, which according to SA law should be prescribed after 3 years. Mind that debt was charged after I have cancelled my service because I was moving abroad! I come back 5 years later and I am ****med to pay a debt that MetroFibre has already sold to a 3rd party but I have to pay it.
It’s fine, I am cancelling MetroFibre. This is the worst network ever! I thought after 5 years you would have improved but I see not!
MetroFibre Networx's replyOfficial
29 May 2025, 11:40Dear Lunga
Thank you for your feedback.
We have noted the concerns you've raised, particularly regarding the payment reference issue and your experience when reaching out for support. Please be assured that this matter has been escalated to our Finance team for further investigation and resolution.
We are currently reviewing the payment made on 20/05/2025 and the system-generated reference linked to your previous account. Once Finance has completed their review, you will receive direct feedback via email.
Your experience has been noted and is being addressed internally, including the call interactions you’ve mentioned. We appreciate your patience while we finalise the outcome of this investigation.
Kind regards,
Phindile Msokwini
MetroFibre Complaints & Escalations Team leader
Phindile Msokwini
MetroFibre Complaints & Escalations Team leader
MetroFibre Networx's reply29 May 2025, 11:40
Official
Dear Lunga
Thank you for your feedback.
We have noted the concerns you've raised, particularly regarding the payment reference issue and your experience when reaching out for support. Please be assured that this matter has been escalated to our Finance team for further investigation and resolution.
We are currently reviewing the payment made on 20/05/2025 and the system-generated reference linked to your previous account. Once Finance has completed their review, you will receive direct feedback via email.
Your experience has been noted and is being addressed internally, including the call interactions you’ve mentioned. We appreciate your patience while we finalise the outcome of this investigation.
Kind regards,
Phindile Msokwini
MetroFibre Complaints & Escalations Team leader
Phindile Msokwini
MetroFibre Complaints & Escalations Team leader