Dishonesty - Pathetic Services from SUPERSONIC

To whom it may concern.

I would like the assistance of Hellopeter regarding a query that is outstanding between myself and Supersonic since the November 2021 with my Services now being suspended due to the incompetency of SUPERSONIC

REF WITH SUPERSONIC : CASE – 940984- J9T3S5

A background regarding my complaint.

1. In February of 2021 I signalled my intention to sign up for Fibre with Supersonic . 2. In the same month (February 2021 ) I was advised by Supersonic that due to a backlog with their installation they are able to offer me a service called “ While you wait “ which included free LTE that I may avail of until such time they are able to come out and do the Fibre installation. 3. In October of 2021 I received a message from Supersonic advising me that the ‘While you wait “ service will be deactivated on the 04 November 2021 , however no one had come out to do the activation. 4. On the day the service was suspended ( 04/11/2021 ) I signed up for the (60/60) LTE package at R399.00 PM. 5. On the 5 November 2021 which was a Friday I went away for the weekend and returned on Sunday evening , however I received sms notification’s from them that I had utilized 80 % of my Data. 6. Due to me working from Home I requested on the 08/11/2021 to cancel my (60/60) package and move me over to the Fibre Line which they had activated for me on the same day the 08/11/2021 as I could not run the risk of being without data whilst working from home. It was at this stage that we had realised that I was charged from the 01/11/2022 until the 04/11/2022 Data that was on the while you wait package to the one that I had signed up for on the 04/11/2022 which was where the 80% usage came from. 7. In December 2021 I received statements showing that I in arrears and I was being billed for the months AUGUST / SEPTEMBER & OCTOBER 2021 whilst I availed of the “While you wait service” however my monthly bills where R0.00 each and every month since February 2021 to October 2021 8. Since then I have been trying to have the matter resolved as my bills reflected arrears and I was receiving sms’s stating that my account is in arrears. 9. Since take up of the Fibre Line , I have made my monthly payments diligently as can be seen on the attached statements. 10. I have received confirmation that the error is on Supersonics side and that I should allow for between 14 & 21 days to have the matter resolved ( This was February 2022 ) . It is now close to 6 months and every week I receive a different story from Supersonic whilst my matter remains unresolved. 11. Finally today they have suspended my service even though my account is up to date for the service that I took up and I have spent roughly 2hours on the phone with them. They assured me that the Management team is busy with my query and that I should afford them until 4pm for me to have an answer from a Gentleman name Themba Mongwe . Only for him to call me to advise me that he needs 45 mins to collate all of my info , keeping in mind that my query has already been resolved , its just a matter of the credit note. Since November , I have either spoken to or communicated with the following staff members at Supersonic all with different versions of a lie. 1. Palesa Mathobela 2. Martha Matloy 3. Kitso Matsoasele 4. *** 5. Tshepiso Tsotetsi 6. Via Twitter – Direct Message staff with the following initials 7. ATM 8. BD 9. Clint 10. LB I WOULD HUMBLY REQUEST FOR THIS MATTER TO BE RESOLVED.