Dissatisfied!

I had just spoken to a representative at your cancels team, Thando. I had put in a request to cancel my air fiber service on July 4th, 2022, and I had not received a response until I spoke with Luzane Du Ploy yesterday and she escalated the matter accordingly. Since day 1 when dealing with motivity for installation, I have had problems. They had failed to come out on the designated day to do my installation and thereafter only arrived 3 days later. Once my service was installed, everything was fine for the first week until I woke up one Saturday morning only to find that my connection light on the router was red. I sat on the phone most of that morning speaking to 2 different representatives trying to resolve the matter. Furthermore, at a later stage, I had 3 days without connection at my home while I was expected to work. I solely took out this package for work purposes as I work from home for a US company. I had lost out on 3 days of work due to no connection. I had called in on endless occasions to try to have the matter resolved and every representative I spoke with was unable to assist me, telling me that I am connected on their end however I had no connection at my home. This led me to have to go purchase a wifi ****le and additional data on a sim just to try to get some hours in.

I am so extremely dissatisfied with the overall experience I have had at Supersonic. The team was not helpful on numerous occasions when I called in for tech support and to top it off when I called in to query cancellation of the service, I was told that I would not have to pay anything additional. I asked explicitly about cancellation fees and every rep I spoke to told me that I do not need to pay anything. I had never received a contract agreement, no specifications on the service, nothing. I had only received a simple form detailing my address and I was asked for my signature by Motivity and that was it.

When Thando from cancellations called me this morning, he advised that he would escalate my cancellation to the management team and send my cancellation off to billing where he would only bill me for the router, installation, and activation fee. Tell me how it is that no one in your call center was able to share this information with me? When I called in to specifically ask about cancellation fees that I was prepared to pay! I have never dealt with such an *********** team with a lack of understanding, professionalism, and empathy. I am honestly so sorry I ever took out a package with you. This has been an absolute nightmare from the start, with endless hiccups with connectivity and a lack of support from your team.

I want this product to be removed from my premises without any hassles and I will not be paying a cent for the removal or installation until I speak with a manager! This is the most pathetic situation.