Atrocious and Pathetic Customer Service

As a longstanding customer of Supersonic for ±7 years, I feel that the service I received in the last two weeks is unacceptable and a complete disgrace.

I will try to keep this as short as possible, but want to give you the full background of the *********** employees at Supersonic that caused major inconvenience for me and my household.

On 27.07.2025 at 2:06am I received an email from Supersonic stating that my account is in arrears. After investigation, I saw that the debit order never went through in the beginning of July 2025. We then contacted Supersonic and explained the error from the Supersonic finance department and requested that they do a double debit order in August. The lady said that I should make the payment myself. I told her that the error was not on my side, and that the finance department should fix their own error. Only on 02.09.2025 Supersonic took the double debit order, which now my account is up to date and no arrears outstanding.

On Saturday 20.09.2025 we realized that our WiFi was completely down and could not connect whatsoever. I was livid at this stage as my account was up to date, but Supersonic never updated their records properly and they continued to disconnect my WiFi 19 days after the double debit order was taken.

On Monday 22.09.2025 at 10:45 we contacted Supersonic and spoke to Melo and explained the error made by the finance department and that we needed our WiFi connected immediately. Melo explained that she will contact the Back Office and request them to reconnect our WiFi. She said the turn around time is 2-24 hours. I told Melo that her answer is unacceptable as the fault is with Supersonic and that my household is being inconvenienced as my daughter needs to do her assignments for University. I asked Melo to transfer me to Superior as I wanted the matter resolved immediately. She said that Lerato is currently in a meeting, but will ask her to phone me back. At 14:00 we received no phone call from Lerato, I had to phone Supersonic again and had to explain the matter to Tinyiko. He then transferred me to Lerato. I explained the problem to Lerato regarding the failure of the debit order and the unnecessary disconnection of my WiFi and the inconvenience caused. Lerato gave me the same answer of the turn around time of 2-24 hours which I still didn't accept as it's been more than 3 hours already from our first call and no reconnection was done. I told Lerato that I feel like cancelling my contract with Supersonic and going somewhere else where I can get better service. Her response to me was that I should go ahead and cancel my Supersonic contract. Is this the proper way to treat a customer that has not caused this disconnection error? I asked Lerato to transfer me to her Superior as she does not seem to have any interest to assist me and resolve my issue. She said that her Superior (by the name Muhammed) is currently in a meeting. No wonder no issues get resolved as all that the management team at Supersonic can do is have meetings all day. My wife, who was present with all the phone calls during the day, took the phone and spoke to Lerato directly as she could see that I was furious. It was now already 14:25 in the afternoon (yes, we spent 25 minutes on this call). She told Lerato in a nice way that all these excuses we've been hearing since the morning are unacceptable and our daughter is already 6 hours behind with not being able to do her assignments for University. She told Lerato that no matter what she has to do, she wants the WiFi connected by 16:00 that afternoon which gives Lerato 1.5 hours to put effort into resolving this matter. The WiFi was reconnected that same afternoon.

But, unfortunately this is not the end of the problem.

Since the reconnection was done, my WiFi is not 100% working correctly as I'm no longer able to view my home cameras on my mobile when I'm not at home. We (my wife and I did a merged call) then phoned Supersonic on 01.10.2025 and spoke to Gugulethu explaining the WiFi was not working 100%. She said she will speak to another department to ask them for assistance on this problem. She put me on hold for about 10 minutes and came back to me saying that she needs to contact the Technical Team regarding this issue, and she put me on hold again. After another 10 minutes on hold (this was around 14:00), I told my wife that I'm going to put down as I have clients trying to get hold of me and she can contact me to merge the call again once Gugulethu is available. At around 14:30 still on hold for Gugulethu my wife decided to contact Supersonic from another mobile to see what the issue was for being on hold this long. My wife left her mobile on the initial call for Gugulethu to see if she would answer. Siya answered the call and my wife explained that she was placed on hold for Gugulethu for nearly 40 minutes and she hasn't come back to her, and my wife asked Siya to please find out what is taking Gugulethu so long. After about 5 minutes, Siya came back to my wife stating that Gugulethu is out on a tea break. My wife was left speechless as she could not see that anyone could give this treatment to a customer, to place the call on hold to go for a tea break at the customer's time and money. Whilst my wife still had her mobile on hold for Gugulethu she put it on speaker so that Siya could hear that she is still on hold on her mobile. My wife asked Siya to please connect her with a Manager as she did not accept this ********* business practice. Moneo (the manager) answered and my wife explained that she was kept on hold for 40 minutes only to find out by Siya that Gugulethu went on a tea break while keeping my wife on hold. My wife also had Moneo hear that she was still on hold on her mobile waiting for Gugulethu to answer. When he confirmed that he could hear she was still on hold, my wife told him that the call had been going on for 1 hour and 18 minutes from when Gugulethu answered the call. She asked Moneo to please hold as she would like to merge the call with me. I had no idea what happened since I left the call earlier. My wife then told me (on the merged call with Moneo) that Gugulethu went on a tea break while keeping me on hold and that my wife phoned from another mobile to speak to another Supersonic agent to find out what was going on. I was just as shocked to hear what Gugulethu had done. I explained to Moneo regarding the WiFi not working correctly and that I can't view my cameras on my mobile any longer. He said I had to push a button on the router when I get home to reset it, and this will solve the problem.

I told Moneo that I would like action to be taken against Gugulethu's ********* business practice and I want to be updated that this was done. He told me that unfortunately he will not be able to give me any updates that action was taken against Gugulethu and I should submit a complaint online. I responded that online complaints are a waste of time as nothing ever gets done and no feedback ever gets given. I then said I want to lay a grievance against Gugulethu because then the Supersonic HR Team has to give me feedback on what action was taken.

Before we ended the call with Moneo, my wife (on the merged call) asked Moneo to please contact me the next morning to please find out if the issue was resolved by the reset button he suggested. He confirmed that he will phone me the next day as a follow up. That evening I followed the steps Moneo told me to do, but this did not work and my problem is still not resolved. By the COB the next day (Thursday 02.10.2025) I received no phone call from Moneo to follow up as he promised.

From all the phone calls we had with Supersonic, the only person that was professional and understanding and handled the matter as quickly as possible was Siya.