VERY Poor service from Supersonic Fibre

Account Nr : SS***

I requested a new Fibre service from Supersonic and was advised to pay an amount of R439 before installation can be done.

The service is via Vuma Fibre Reach.

However, thinking about it now, the adverti*****t on Supersonic website (https://www.supersonic.co.za/products/fibre) states that installation is FREE, so I’m not sure why I had to pay the R439 (even though I paid the amount).

As soon as I paid the amount on 27/03, I received confirmation that the payment was received. Almost immediately I received the wi-fi username and password and confirmation that the service is activated. I then received an invoice (INV-***) for the new account which is due on 01/05/26.

The problem is that I have not received any hardware (i.e. router and/or wi-fi unit) yet. When I called today, I was advised that the matter has been closed and I am an active client. How can this be when I have not received any hardware yet?

Based on the service (or lack thereof), I no longer want to continue with this service and would, therefore, like to request that the following:

1. Refund of the R439 paid on 27/03/26 (since the installation did not take place). 2. Credit for the invoice generated already.

I worry that if this is the “introduction” to Supersonic, that the service (if I continue with the Fibre with Supersonic) will be worse than what I am currently experiencing with the current service provider.

Please can you arrange for the above to be actioned immediately?