horrible service from Supersonic

I wish I could select zero stars. I'll admit, my account fell behind due to being unemployed during Covid and then also studying full-time during lockdown. I've never missed any payments on my home, car or retail stores prior to this. I contacted Supersonic and Mariska Swabey from accounts and advised me that they can offer me a 6month arrangement. Then she went on leave (which is fine) but nobody else followed up with me. I then called and spoke to Lehlohonolo Monyane that kept me on hold for a while and came back after speaking to a manager to say that they can offer me a payment arrangement of R3900 to activate my account and then pay my remaining balance over 3months. I agreed but didn't have the finance on the day and had to make a plan. Last night on the 13th July 2022 I made an immediate payment of R3900 and then emailed the proof to everyone's email that I have from Supersonic. I then called again this morning and spoke to Jeanette Hlongwane and she kept me on hold for very long but I didn't mind as she was the only one to call me back when my line cut. She spoke to a manager and then came back to me and said that I must check my internet line in 1hour as my internet will be restored. Then an hour later I get a call to say that there is no arrangements in place and I need to pay everything owed which is an additional R3900 on top of the R3900 already paid last night before my internet can be restored. They're even keeping me hostage and will not release my line so that I can have internet with another provider while I pay the arrears with them. I've requested a call recording to confirm that I was advised to pay R3900 activation fee and then the remaining balance in 3months.

I'm trying to get back on my feet and i'm not running away form my responsibilities. They've refused me paying R2000 a month to cover my arrears and monthly installment as just don't care about customers. Especially given that i've been with them for almost 5yrs now.

I am now currently waiting all day for them to listen to the call recording and get back to me. Given the length of time you'd think a manager would jump to action. I believe that Mariska is deliberately trying to delay the process and not accept my arrangement because I've started complaining about her. Now she does the very minimum and hides within her procedure guidelines. How about attempting to retain a client? How about treating someone fairly and how you'd like to be treated and assisted? Your entire team seriously lacks customer service and empathy. Please send your team for training as when you chat to them on WhatsApp it's like you're talking to a robot, very cold and robotic. This is ofcourse not every agent but mist that i've dealt with this last 2weeks.

So far, I've spent an additional R900 this month on just data and airtime so that I can continue working at home. I am at least not running away and I am honoring my commitments but these people won't work with me while I try to get back on my feet.

my ID no. - *** mobile number - ***