Lack of assistance and unprofessional staff

Where do I start? Dear Supersonic Customer Support,

I am writing to formally lodge a complaint regarding the lack of assistance I have received since reporting an issue with my service. On February 10th, my router was struck by lightning, and I contacted Supersonic on February 11th to log a query. Despite being advised that the turnaround time is 72 hours, I have yet to receive any follow-up or resolution.

Each time I call, I am told that someone will get back to me, but no one has contacted me. The agents I speak to are unable to assist, and no managers are available when escalation is required. Most recently, I spoke to Banele, who disconnected the call without resolving my issue. His manager Lerato Mokwena was not available.

I urgently require assistance as I cannot continue paying for a service I am not using. I request immediate action to resolve this matter.

Sincerely, ***