It was good - Until it got bad

I really did not want it to get to this point, but the last 13 days have been seriously disappointing. I contacted the ISP on October 31st to inform them that they had incorrectly invoiced me for the month, and advised that I had issues at the time I made purchases for top-ups on the system they used to take payment...think it was Sagepay...but sit corrected.

Supersonic received the proof of the payments that were made because I needed to send this through to them shortly after it was purchased, due to the data not being uploaded and the purchase not completing on the system.

To date, I have called their support team nearly every day to follow up on the refund and my bank details have been taken down twice. On two occasions I have been informed that refunds only take place on a Tuesday (so not sure if their finance team is on 85% reduced hours) or if this is just another lie they tell their customers to delay an issue. If the proof is there and everything is in order why is it so hard to just return the funds?

Unfortunately, two Tuesdays have now passed. I have just been on hold to speak to a Manager for 30 minutes to no avail. Finance is not getting back to me and the support team keeps saying that Finance is aware of it, but no next steps are confirmed, no time frames on when I could expect to see the funds reflect in my account...nothing...

So it is with regret that I submitting this complaint as all it needed, was for someone in the company with true customer-focus to get in touch with a Finance Manager with a similar mindset, to get this expedited and save the company another complaint to an already shameful NPS.