Appalling Service form Supersonic

I’m shocked beyond words with the type of service I’m receiving from Supersonic. We have a month-to-month service from Supersonic which in my layman’s terms, according to my understanding, simple means prepaid. I have not been using this service since early this year. This month I decided that I need it since I’m now working from home. I tried paying the R395 through easypay but it could not take my payment. I then logged in on the system and did the payment from there. I realised that I’m owing Supersonic for all the months that I have not been using the service. Supersonic has been invoicing without giving service which is a total *******. What does prepaid mean, is Supersonic charging me for the Data they did not give.

I later called and got through to Thandi Foloti. I related my query to Thandi. She then spoke to the supervisor who advised her to open up a case. I also mentioned to Thandi that I already paid the R395 and I’m worried that that amount paid would be set off against the reflecting balance on the statement. This morning I realised on the online statement that the amount paid was set off against the reflecting balance and the statement is still not cleared. This morning I sent Thandi two e-mails to query about the progress of the case but got no response.

I then decided to call your call centre and got through to Pantsi. Pantsi mentioned to me that the query could only take up to 7 working days to be sorted. I mentioned to Pantsi that since the money is already in Supersonic’s account, cant they open up my line and continue dealing with sorting out the clearing of the account. It seemed like she cannot do anything until the opened case has been closed. I requested to speak to the senior person that could be able to understand my query and assist. After putting me on hold she told me that the senior person is not available to talk to me. I insisted on talking to a senior person and she got Saad Achmat to talk me. Saad told me that even though the money is sitting in your account, which by the way paid through the the proper Supersonic channels by logging into the system was actually wrong. He needs my bank account number to do a refund and I pay through easypay which I have already tried and could not work. Now, this means I must wait for 7 days to have the statement cleared and wait for the refund which probably could be done on Tuesday. Reading on the customer complaints on Hellopeter, there are people who are waiting for their refunds since March 2021 and I’m wondering if that would ever happen when Tuesday come.