Poor Service, Unresolved Payment Issue & No Accountability

I contacted Supersonic Fibre on the 31st of May to report that I was unable to make a payment on their website, which had recently been upgraded. An agent guided me through the new online portal and I made the payment as advised. However, my internet services were not restored.

When I followed up, I was told that I had made the payment incorrectly and was instructed to make another payment — which I did. Despite this, I have still not been refunded for the original payment. I am now being told to wait 21 working days for a refund, even though the fault was clearly on their side, not mine.

To make matters worse, the team leader assigned to my case has shown no urgency or accountability. She promised to call me back on the 2nd of June but only did so when I called again on the 10th — 10 days later. During that call, I was asked to submit a bank confirmation letter. Had I not called, when would she have asked for it?

I called again on Friday, the 20th of June, and was told (again) that she was “on a call” and would get back to me. As of today, no one has followed up.

This experience has been extremely frustrating and unprofessional. I’ve paid for a service I did not receive, made multiple follow-ups, and have received no resolution, no refund, and very poor communication from Supersonic Fibre/MTN.

I am requesting: • An immediate refund for the first failed payment • A proper explanation of how this happened • Accountability from the team leader for failing to follow up as promised • An apology for the poor service and unnecessary delays.