No service, accounts failure and no communication.

When I signed up with Super Sonic in July 2024, I was misinformed by your team, being told that I could migrate my line at no cost and without any clawback fees. Despite reiterating this information multiple times to various agents, I was repeatedly dismissed, with each agent claiming that if I had been told this, it was a mistake, but that I would still be charged. After weeks of back-and-forth, I escalated the matter to a manager who reviewed the recorded calls and confirmed that Super Sonic was at fault. As a result, the clawback fees were waived, but these were still debited from my account. Further issues arose when I received a call regarding the collection of my router, with Super Sonic claiming I hadn’t made payments for months. I immediately sent proof of payment to Jeanene Petersen, showing that Super Sonic had been debiting my account without issue, but received no response. Later, I was informed that the incorrect amount had been debited—though this was the same amount that Super Sonic had billed me. After more calls, Tebogo Ragedi eventually spoke to Renier, the manager who had previously handled my case. Tebogo Ragedi then apologized, and confirmed that Super Sonic was in error, stating I had a credit of R850 and should not have been billed the R850 fee. I was assured this would be resolved by Tebogo, but it was not. On Monday, 28 October 2024, I was again debited R1346.72. Since then, I have struggled to receive any clear response or explanation about when or how I will be refunded. After several more attempts to resolve the matter, I was informed that the R1346.72 would indeed be refunded. On Friday, 1 November 2024, Khuliso Tshisevhe requested proof of my account to process the refund. However, on Tuesday, 5 November 2024, I received the following email: "Your refund request has been rejected, as per the business Terms and Conditions. Accounts with credit balances less than three months of the monthly subscription value can be utilized for future payments, provided that the account still has an active subscription." When I requested to speak with customer service, I was told I must email. When I asked to speak with a manager, I was told no one was available. This lack of transparency, accountability, and the continual delays are deeply frustrating. My normal monthly payment is R450, so this additional charge is excessive and unacceptable.