MTN Should Sell Supersonic

I got an SMS about an outstanding amount and was given 3 days to make a payment. Two minutes after that SMS my service was disconnected, no warning and three days notice out of the window, I guess (mind you, my account is said to be outstanding because of poor payment allocation from Supersonic’s account department, but that’s another story). I then did the following: 1) Called, held for an hour, spoke to an agent, can’t speak to a supervisor or manager, call escalated with a reference number, someone would call me back in an hour (6pm) and by 10am the next day no one had called. 2) I made a payment at 9pm, using the link the SMS said will ensure service is reactivated within 30 minutes after payment (9:30pm), but still no service by 11am the next day (13hours later). 3) I called at 9:15am the next day, the usual holding for almost an hour, when an agent answers, she can only send an email to the billing department. Even though I paid using a link with Supersonic said will ensure immediate payment allocation, 13 hours before. 4) I can’t speak to anyone besides the agent, who also cannot do anything but escalate the call. So basically, you can’t get help on the WhatsApp line as you get a message to call the call centre for immediate help. When you call the call centre, you hold for at least 45 minutes and the agents can’t help. You are referred back to an email which no one responds to. Basically, there’s no customer help anywhere.

I still don’t have services, I’m losing money working from home and not able to attend yo meeting or send important documents. Basically I’m *****ed even though I’ve paid, for poor account management by Supersonic.

Now I cancelled my service, no one acknowledged my cancellation email and when I move to the next ISP in a month I’m sure Supersonic will frustrate the process.

MTN, Supersonic is a bad concept, poorly managed and for a 21st century ICT company, getting customer help shouldn’t be so archaic and so painful. Your WhatsApp bit us useless, your call centre agents are useless, a customer can’t talk to a senior person, you force us to use an email to get help yet no one responds to emails. What are you doing in this space? Leave company who are serious about customer service to occupy the space.