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EJ
Erhard J

1 reviews | Active since Feb 2021

27 Aug 2021, 08:51

Case not getting resolved

a Few months back, our line went down for 6 days. We had to buy data due to both my wife and myself is working from home. They resolved the issue, however, a case was opened to get a credit for the 6 days to recoup some lost money spend on the data we bought. This is now 3 months down the line and nothing yet. They say that the case is still active and was escalated, but nothing is happening. Phoned them yesterday afternoon at 16:10(if they want to check). Someone was supposed to contact me before 17:00. Nothing yet.....

0
Replies (8)
Supersonic
Supersonic 's reply27 Aug 2021, 09:13
Official
 Good day Erhard. 
Thank you for reaching out to Supersonic. I apologise for the frustration caused. Kindly be advised that I will be looking into your query. 
Kind regards, Nonhlanhla

Best regards,

Supersonic
Supersonic 's reply27 Aug 2021, 11:59
Official
Hi Erhard. 
Thank you for your patience. I have taken a look at your case and I see that the case is still in progress with the BIlling department. I have reached out to the agent working on the case for an update and I will provide you with feedback as I receive it. 
Kind regards, Nonhlanhla

Best regards,

EJ
Erhard J's update27 Aug 2021, 12:16
Reviewer Update
Not sure how and why it takes so long?  Maybe start with that - since all dates of outage was recorded on your system - this must also be past some sort of SLA that you have, internal or external.  Why do I always have to phone to get an update or feedback?  Why not the agent dealing with it?  You never get to talk directly with them.
Supersonic
Supersonic 's reply27 Aug 2021, 16:37
Official
Hi Erhard. 
I do sincerely apologise for the frustration caused. I will escalate your concerns to Billing to look into. 
Kind regards, Nonhlanhla

Best regards,

EJ
Erhard J's update30 Aug 2021, 20:10
Reviewer Update
Nonhlanhla - 3 days later and no response. This is the same service as with the billing and customer service department. No feedback, nobody rep**** to anything. Sometimes "SORRY" becomes a word used but with no meaning. I sincerely hope that somebody has listened to my voice notes, you informed us that is being recorded. Is somebody listening to it or is it only to use in a case against your clients, since clearly it stops at the time it was recorded. If I drive through to your offices tomorrow, swear at everybody, what will then happen? Can I then also claim petrol against my account and time away from work. That will be roughly R700 per hour for MTN/Supersonic to pay. For 3 hours at the minimum. What time can I come through so that we have the time on record?
EJ
Erhard J's update01 Sept 2021, 16:43
Reviewer Update
Nonhlanhla, were you not working at Supersonic? 5 days now with no response. Yet again you are deducting the full amount from our account. WAHT MUST WE DO TO GET THIS RESOLVED? This clearly is an indication of no customer service. But I guess I can tell this to the wall if I look at your ratings.
EJ
Erhard J's update02 Sept 2021, 19:20
Reviewer Update
02/09/2021 - Nonhlanhla, who took over this case?
EJ
Erhard J's update04 Sept 2021, 19:02
Reviewer Update
04/09/2021 - Not yet resolved, no feedback